Posted on Nov 10, 2021
Transforming customer service with Salesforce Service Cloud
In one of the recent surveys by PricewaterhouseCoopers, it was observed that “1 in 3 consumers will leave a brand they love after just one unpleasant experience, while the two-third would completely stop purchasing after two or three negative interactions.” People are more acquainted to buying all sorts of products online. They are sophisticated with the channels they wish to connect on. It’s crucial that companies offer first-class customer support across a range of gadgets and channels.
So, how do companies deal with large number of support tickets or communicate with consumers on different channels? The straightforward answer is - Salesforce Service Cloud.
Service Cloud was created to efficiently manage and deal with methods within your customer support department. Contact centers are coming under significant pressure as online activity increases and high volumes of customer inquiries become normality.
Let’s look at 3 Salesforce Service Cloud use cases with real case examples.
- Field Service - Remote Workers
Particularly designed for companies who have a mobile workforce and field representatives / contractor, Field Service Lightning (FSL) has been a part of Service Cloud since 2016.
It empowers service personnel through enhanced interaction and increased proficiencies, as well as provides mobile support for on-the-go employees. FSL works on a integrated platform where employees and consumers can easily interact on their own terms. With FSL, field workers can provide quicker and wiser on-site service. Not only will your customers be satisfied, but they will also be elated with your proficiency levels.
- Case Management
The most popular use case for Service Cloud is, of course, Case Management. Every support team, contact-center and IT team faces their own challenges daily. When companies release a new product or see galloping growth, they can often see an influx in enquiries. Case management can be challenging and devastating, not to mention draining on a support team not fully equipped to handle larger volumes. The answer is not always to hire more staff. Getting in Service Cloud can help employees resolve cases faster. Using the power of automation, and knowledge articles, Service agents can get to the route of the issues quickly and reduce their caseloads faster than ever before.
There are several ways case management can be managed and is dependent on the requirements of the customer.
- Omnichannel Support & Automation
With the impact of Covid-19, it has become more challenging for companies to be able to support customers across a number of digital channels. Customers, prospects, and partners want to be able to contact you anytime/anywhere. They anticipate you to be online - whether in-person or a chatbot - and to reply swiftly. Therefore Omnichannel & Einstein Analytics are essential in your service strategy. The key aspect of establishing good customer service is being able to react and deal with these queries all from one place. Fortunately, Service cloud has the capacity to integrate with many unique social platforms and systems. This allows you to view and respond to customer queries from across multi-channels in one place.
An approximate 67% of consumers now utilize social media networks like Twitter and Facebook to seek resolution for issues [Salesforce].
Companies perhaps will be considering Service Cloud for reasons such as dealing with seasonal spikes or simply a growing customer base. Systematizing monotonous enquiries and helping service representatives to resolve cases faster, frees up time for the representatives to work on more complex tasks.
Get in touch with one of our Salesforce Service Cloud specialists for more information or email at email@example.com