SalesForce Training in Thiruvanmiyur

Salesforce Service Cloud

The Need For Salesforce Service Cloud?

If your company deeply cares about the customer service, then Salesforce Service Cloud is what you should go for. Irrespective of whether you are in B2C or B2B  domain, you will have several customers raising tickets and queries on a regular basis. These tickets will be received by your service agents. Salesforce Service Cloud helps you in tracking and solving these tickets efficiently.
This is not the only way how you can transform customer experience. Let’s dig deeper and see how Salesforce Service Cloud is creating an impression.

• Maximize Agent Productivity – Using Service Cloud, agents can work from anywhere. With the easy management options available (such as web-based application, mobile device, knowledge base) , the agent productivity is enhanced leading to reduction of overhead costs of agents.
• Transforms Customer experience – Customer relations are drastically enhanced – connecting one to one with every customer via live agents. You can increase your customer loyalty, satisfaction and customer retention, leading to repeat business from existing customers, increase in LTV (Lifetime value) of your customers, positive word of mouth for your brand.
• Security – Your data is completely safe and secure with the Service Cloud platform. It follows a multilayered approach to protect the information which is vital to your business.
• Leverage Social Media Platforms – You can also interact with your customers on social media such as Facebook or Twitter in real-time.
• Case Tracking –Tracking helps you in faster case resolution. This leads to better management of a person’s day to day activities and manual errors are drastically reduced.

To sum up, Salesforce Service Cloud definitely helps in improving your operational processes leading to better experience for your customers. Based on a study done across companies using Salesforce Service Cloud, growth in performance metric has been drastically increased. This growth illustrates why people prefer Salesforce Service Cloud and how it plays an important role in improving your customer support team.

What is Salesforce Service Cloud?

• Salesforce offers Service Cloud as Software as a Service. Service Cloud is built on the Salesforce Customer Success Platform, giving you a 360-degree view of your customers and enabling you to deliver smarter, faster and more personalized service.
• With Salesforce Service Cloud, you can create a connected knowledge base, enable live agent chat, manage case interactions – all at one platform. You can have personalized customer interactions or even up-sell your products/ services based on his/her past activity data.

What services it offers?

There are several other services that Salesforce Service Cloud offer which will enable you to provide a differentiated customer experience. 

Case Management – Any customer issues raised are usually captured and tracked as cases. 

Solutions – You can categorize your solutions into query types – making your solution search easier and closing the case faster. With this, the agent does not need to create a new solution to existing queries every time. This helps in enhancing your agent productivity. Solutions do not need any additional license.

Knowledge – Salesforce Knowledge is a knowledge base where users can edit, create and manage content. Knowledge articles are documents of information. Customers can go to the company’s website and search for solutions. Knowledge articles can be associated with a case before it is closed unlike solutions. Salesforce Knowledge needs a separate license to be purchased.

Communities – Communities are a way to collaborate with business partners and customers, distributors, resellers and suppliers who are not part of your organization. Typically, these are the people who are not your regular SFDC users, but you want to provide them some channel to connect with your organization and provide them access to some data as well.

Console – Agent console provides unified agent experience. It reduces response time by placing all the information together. In a console, you can find everything from customer profiles, to case histories, to dashboards – all in one place.

Social Media – Service Cloud lets you leverage social media platforms such as Facebook, Twitter to engage visitors. With Salesforce Social Studio, customer requests are escalated directly to your social service team. Social media plays an important role in bridging the gap in virtual world, engaging them in real time.

Live Agent – Live agents deal with 1:1 customer interaction. Agents can provide answers faster with customer chat and keyboard shortcuts. They stay totally connected to the customers as their team members are alerted immediately to get the issue resolved. Also, it makes the agents smarter and more productive in the process with real-time assistance. This in turn improves customer satisfaction.

Salesforce Service Cloud is all about providing services to your customers and building a relationship with them.