Salesforce Service Cloud is designed to help you stay one step ahead of your customers. It has an advanced AI Platform that lets you connect with customers anytime, anywhere, and through any device. Service Cloud’s Intelligent Service Platform lets you find solutions to service issues faster, sometimes even before your customers know that there is a problem. Which means your customers will be happier, since your service agents are much more efficient. And the more efficient your service agents are, the more productive they are – which lowers your costs.
Service Cloud aligns service, sales, and marketing data to give a complete 360-degree view of each customer so that everyone is in the know, even about legacy data. The platform scales with you to provide customers with a consistent, convenient experience across every channel – everything from social, web, text, emails, and calls, to self-service portals and communities.
You can even customize any service process with low code tools like Lightning and Process Builder. Or simply plug in 1,000s of pre-built service apps from the Salesforce App Exchange all while receiving the latest tools and innovations three times a year. Built on the trusted and secure Salesforce Platform, Service Cloud helps you keep your agents and customers happy.
A smarter and more personal customer experience
With Service Cloud, you can give your agents an easy-to-use, unified view of every customer interaction, along with powerful productivity tools. Advanced case management functionalities help your support agents to resolve cases faster by combining streamlined processes with easy access to the full details, context, and history of every case and customer interaction. Thanks to the AI-powered routing recommendations from Einstein, cases are intelligently assigned to the agents best qualified to resolve them fast.
The Knowledge Base maximizes agent productivity with recommended articles and optimized article search, which drives quick case resolution. In addition, agents can contribute to the knowledge base to ensure that the best answers are always accessible to the whole team. And you can even extend your knowledge base to your service website, whether it’s a secure customer (or partner) portal, part of your public site, or integrated into a public customer community.
It’s easy to streamline the way customer service is delivered by using visual, point-and-click tools to design and deploy automated processes. The interface lets you orchestrate workflows, create and update records, log calls, send emails, integrate with third-party systems, and more. And of course you can customize Service Cloud to reflect your customer support and business processes.
Self-service on your own terms
Service Cloud makes it easy to offer multiple, personalized support options. Fully branded and mobile responsive self-service portals and communities can be created to free up your agents from handling common questions or requests. You can also extend Salesforce into your portal to integrate directly with your business processes, so customers can connect to what they need effortlessly. Check an account? Pay an invoice? Book a service appointment? It’s all possible.
If the self-service portal doesn’t provide your customers with an answer, it’s essential that they can contact you the way they want over the channels they use most in their everyday life. With Messaging, you can engage with customers over mobile messaging – whether it’s SMS, Facebook Messenger or WeChat. Chat allows you to deliver personalized support via your website, and thanks to AI you can easily deflect routine requests with a chatbot. More complicated questions and issues can automatically be routed to your agents.
And with Social becoming a key channel for support and service requests, it’s essential to monitor your Social Networks in real time. Social Customer Service allows you to seamlessly create, manage, and monitor cases straight from your Twitter, Facebook and Instagram feeds. By combining the power of Service Cloud with Salesforce Social Studio, social customer care requests are sent directly to your team.
Let’s Discuss Service Cloud!
Are you ready to provide more personalized service to your customers? Contact Lars Klumpes now to discuss your specific situation over a cup of coffee. We’re happy to help!