We are living in a time when customer experience matters the most for a business. A disappointed customer will take no longer a minute to drop a brand and look for the next one. This makes it crucial for agents to improve service to reduce customer churn. And this could be resolved with Service Cloud features that could help support agents to increase productivity and case resolution.
Every business wants its customer service agents to resolve cases quickly and for that, they need all the data at their fingertips. Salesforce Service Cloud allows support teams to collaborate on a single platform to maintain customer records.
Having centralized data helps agents to continue conversations with customers from where it was left off. There are many such features that make Service Cloud revolutionary for support agents.
It doesn’t have to be a daunting task to deliver great customer service. The service agents just need to know the right technology and capabilities to deliver a winning support strategy. We’ve shared with you some of our favorite Service Cloud features that could change the way your support agents have been working and will help to boost their productivity and efficiency.
Process automation is the key to boosting case resolution and Salesforce Flow makes it possible. Service agents can now access Flow to incorporate a deeper level of process automation, making it easier to connect processes over different service channels.
Different features that you could access with Salesforce Flow are:
Customer service has now gone way beyond telephonic calls. Now support agents can reach out to the customer using the most convenient channel for them. Here are some of the capabilities of Service Cloud that you can access:
This feature of Service Cloud helps to connect multiple service cases on the same issue automatically. It helps teams to classify cases and prioritize them right to identify which cases to resolve first on the basis of urgency and impact. It also allows you to quickly take action and even notify customers with the status updates related to the case.
Salesforce Service Cloud is the most reliable way to empower your agents to find the answers to customers’ queries quickly, without having to escalate cases and causing delays. Bring all customer information together in one console and manage cases efficiently.
Get the power to boost case resolution with Salesforce. Get in touch with our certified Salesforce professionals to access features to boost the efficiency of your support agents.
Salesforce scaled up its Service Cloud capabilities with its next-generation version that brings out all the new features that will improve the productivity of support agents. The customer support agents work on the frontline of your business, and it counts how efficiently they work, and this is something new Service Cloud features will improve.
From automation to video and voice capabilities to self-service capabilities, Service Cloud has now got everything that could improve the efficiency of support agents, while ensuring to deliver excellent service.
Your customer support agents are the front face of your business. They are the ones who’ll be interacting with your customers and present an image of the business. That’s why Salesforce is taking every measure to uplift the working mechanism of support agents. Check out these new features of Service Cloud that will change the way your support agents have been working.
With this feature, the support agents can automatically connect different cases according to the similarity of incidents and issues. It will allow teams to classify and prioritize cases on urgency and impact and speed up case resolution.
Customer service agents can now benefit from two-way audio and video with customers that can create personalized experiences and stronger relationships. The feature will improve consultations processes for everyone, whether it is in the financial industry, mechanics, or doctors.
This feature centers on closing the gap between the actual staffing needs and the forecasted work. The feature will allow companies to adjust employee schedules when things don’t go according to plan, thus maintaining customer experience while keeping the agent morale up. Such a feature will play a great role in issues like call volume spikes or severe weather incidents.
Salesforce has brought new voice, video, and text capabilities, and Einstein Conversation Mining is one of them. The feature uses Natural Language Processes and helps to evaluate the general interactions with customers, recommending how support agents can optimize their processes. This provides agents with guidance on where they need to work more on the knowledge base and self-service channels.
Support teams can now enjoy a deeper level of automation, so admins can easily connect across external systems and service channels. Here’s everything new in extended flow automation:
All these features would help support agents to speed up their productivity while managing less work manually.
These new messaging features allow customers to communicate over WhatsApp, SMS, or the website, picking up the conversation from where it was last left off.
Your customer support team is the bridge between your business and your customers. Thus, you always need to make sure your support agents are delivering excellence in their work and productivity. With all these new Service Cloud features, you can empower your agents with new capabilities that will simplify their work and increase work efficiency.
You can contact us to know more about Service Cloud and how it could help your internal departments.
Customer service is one of the most effective undertakings for any organization.
You need to engage with customers the right way by providing them the required resources without overwhelming them. But as a company grows, so does its need for customer support. Adding to agent headcount isn’t always scalable. That’s where you’ll look for a tool to handle customer support. Salesforce Service Cloud is an excellent solution for you that helps in delivering omnichannel customer service. It helps you allocate resources more efficiently with strategic data automation to enhance the way you deal with your customers. Here’s more on how Service Cloud capabilities can help you improve your customer support.
Service Cloud is built on the Salesforce Customer Success Platform to give you a 360-degree view of your customers. It enables you to deliver faster and personalized service to your customers. The Service Cloud helps you create a connected knowledge base, manage case interactions, and enable live chat – all over one platform.
Features of Salesforce Service Cloud
Salesforce Service Cloud is highly popular for its case-tracking and knowledge base features, but that’s not all. There are several other features offered by Salesforce Service Cloud that can improve your customer support. Read down to find out how.
With Salesforce Service Cloud, issues raised by the customers are automatically tracked and captured as cases. These cases can be two types:
Email-To-Case:
A case is created as soon as an email is sent to your company’s email addresses.
Web-To-Case:
A case is created when a request comes from the customer from the company’s website.
With Salesforce Service Cloud, users get Salesforce Knowledge which is a knowledge base for users, allowing them to edit, create, and manage content for providing solutions to customers’ queries. Knowledge articles are documents of information required to connect with the customers efficiently. The customers can reach the company’s website and look for solutions to their questions. This adds to the feature of self-help for the customers, which saves time for customer support representatives. But remember that you need to purchase a separate license for Salesforce Knowledge.
Communities are a proven method to collaborate with customers, distributors, business partners, resellers, and even suppliers for effective communication. Typically you cannot directly connect to these people, so Salesforce Service Cloud allows you to build communities as a channel to connect and share data when needed. Salesforce also comes with Success Community that can be accessed by a Salesforce user with their user ID and password. This community enables users to look for a lot of things like feed, articles, documentation, questions, and a lot of other details.
Salesforce Service Cloud offers a console for providing a unified agent experience. It helps in minimizing response time by placing the information together. The console allows you and your team to access everything, from customer profiles to dashboards and case histories. The users can access all of it from just one place. Even all communication channels you use connect to a single console, making ticket resolution a breeze.
With Service Cloud, you can leverage different social media platforms like Twitter and Facebook that will help in bringing more engagement towards your brand. It comes with Salesforce Social Studio that escalates customer requests to the team that manages social media. It helps interact with customers and online-ticket virtually, which helps with reputation management. It evens supports omnichannel engagement which allows you to pick up subtle cues and hints from the customers to understand their behavior and interests so you can serve them accordingly.
Live agents are a great way to conduct 1:1 customer interaction. Service Cloud allows agents to establish communication with chatbots and keyboard shortcuts. It even allows you to use snap-ins to chat with your customers through apps. This leads to faster real-time assistance, making customer service more productive.
It’s the customer service teams that are responsible for interacting with your customers and making them stay. For greater customer loyalty, you need to introduce your team to innovation and efficiency. If you are looking to scale up your customer support operations, look no further than Salesforce Service Cloud. And to do that, you’ll need a team that can build solutions for faster and comprehensive case-resolution for all service representatives.
