When delivering excellent customer service, your aim should be to conduct productive and pleasant interactions with customers. Customers highly appreciate if the provider of professional services understands them, saving them to keep explaining their problems repeatedly to different representatives. Thus, your focus should be on enhancing customer experience by all means, and using Salesforce Service Cloud functionalities can enable you to achieve that.
Customer service representatives always try to keep customers engaged, for which they can require tools and features to help them understand customers well. Using Service Cloud is one way to provide reps with everything they need to engage with customers effectively and gather their concerns regarding the professional service they need or have issues with.
The effectiveness of Salesforce Service Cloud can be better understood when we evaluate its features and capabilities. So, in this blog, we’ll cover Service Cloud’s capabilities that could transform professional services firms.
Deploying Salesforce is a way to access Service Cloud, a core component of Salesforce that has changed how businesses manage and deal with their customers.
So, let’s look at some capabilities of Salesforce Service Cloud that have been changing how customer service teams handle customers to achieve their satisfaction.
Service Cloud allows case management for customer-facing support agents to deliver efficient service to customers at all times and across multiple touchpoints. Agents could access all information on their screens relevant to the customer they’re dealing with. This enables the reps to stay updated on the journey of the customer.
When all service reps have access to customer data, the case can be handled by anyone at any time. Service Cloud even allows the team to automate workflows for case management with low-code or no-code approaches.
Service Cloud allows agents to manage customer engagements across multiple channels, email, or social media platforms. The omnichannel capabilities provide your support team with ease in maintaining customer focus.
Service Cloud allows teams at professional services firms to add different channels to the resources of your contact center, following customers by easily switching between different platforms. Support agents and managers can easily have a consolidated view of customers on different channels over a single screen. This gives them the ease of managing customers and efficiently connecting to them through chat, voice, email, or social media.
Your agents need to know how their customers feel about their service regarding their case handling. The best way to know this is to get customer feedback right after the case is handled, so their service remains fresh in customers’ minds.
Service Cloud allows agents to create surveys to acquire customer feedback and learn about their satisfaction with the case handling. You can set triggers for events on which the feedback survey would be sent to the customer. With Salesforce for professional services firms, such surveys can be sent to customers just with a single click.
Different professional services firms tend to have a lot of insight and expertise after handling numerous cases over the years. Salesforce Service Cloud enables your agents and customers to access the knowledge assets of your organization when needed for some case or query.
Agents can use this knowledge to take references from previous cases and provide a suitable solution to customers. For customers, these knowledge articles could be helpful for self-service, going through which they can resolve small issues on their own.
Service Cloud can be a great source of transformation for professional services firms. After providing the relevant services, support agents frequently get customer queries, which can be tricky to handle. That’s where Service Cloud can be of great help to agents.
Implementing Service Cloud can bring a lot of ease for support agents. All you need is a trusted Salesforce implementation team to help you acquire all benefits. Contact us and find out all functionalities that your business can access with Service Cloud.
For any contact center, the key to enhanced efficiency is customer service automation. But not every company is able to achieve that automation successfully. The need is to work more to enhance your customer service process, even after automating it.
According to one of the research reports from Boston Consulting Group (BCG), 70% of digital transformation efforts are not so well implemented. There’s a lot that needs to be done to make sure the customer service team is making the most of digitization.
You might have already automated the process using Service Cloud features, but how do you know if your automation is working well for your operations? And if it’s not going right, what can you do about it?
Here are a few steps that can help you to ensure that your customer service process automation is up and running for success:
Before you launch the workflow company-wide, check if your automation is working the way it was planned and if it will work for people who are going to use it. You need to conduct testing for the workflow.
Make sure the testing process includes some people who are typical contributors to the service process.
For example, if your automated workflow has some processes related to middle- and back-office employees along with customer service agents, then you should include these users too for the testing process.
If you achieve positive process improvements from the test, make sure that the workflow automation is available to all who would be using it. The respective users actually need to use the workflow at scale to acquire its full benefits.
It is important that the users know about workflow automation and that they understand how they should work with it.
For internal users, you can spread the word through learning lunches, training sessions, or some other communications channels. For external users like customers and partners, make sure they know where to find and access links, which could be a website or self-service portal, that could take them to the automated process.
Once the automated workflow is up and running at scale, gather as many metrics as you can to know how the automated workflow is performing.
One important metric that you should consider is the average time the automated customer service process takes to complete. You should also look for the impacts of the automated process on your issue resolution time, customer service response time, costs, and customer satisfaction scores.
Next, consider looking at usage stats. Discover the percentage of your process stakeholders who are actively engaging with the automated workflow? Also, consider measuring the number of times the automated workflow is engaged on a daily, weekly, and monthly basis. Are there any errors with the process?
Now you need to compare your automation metrics against the original metrics due to which you selected your customer service process for automation.
For example, if your goal was to achieve an improvement in the cycle time of your returns process, you need to compare this metric before and after the respective process automation. Check if the cycle time has improved and by how much. If there is not a lot of improvement, you’ll need to identify the issue.
Always remember that you should keep the customer experience front and center. Whether your initial goals were to free agents for cross-selling or to boost the process cycle time, in the end, it should all come back to the customer.
All the points we’ve mentioned above would help you set up your automated customer service process and ensure its success. And if you need help, you can always hire a Service Cloud developer who could offer you the best assistance with the implementation.
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.
Salesforce introduced the next generation of Service Cloud 360 that includes improvements in Einstein Bots and Cloud Voice. The new features are added to Service Cloud to walk in parallel to the new reality everyone is living in during the pandemic. Revamped features of Service Cloud center on improving remote collaboration, allowing customer service teams to deliver personalized digital engagement while they work from home.
Salesforce has enhanced these features to enable customer service representatives to deliver customer experiences and improve engagement. The new features are introduced to help agents close deals faster and modernize contact centers to speed up operations for customer service. Here are these exciting new features added to the Service Cloud:
Considering the new form of working amidst pandemic, Clara Shih, CEO of Service Cloud, said,
“We are on the cusp of a great reopening of society, and companies know they need to move quickly to seize the moment…
While customers and companies alike are eager to return to in-person experiences, digital behaviors we learned and grew accustomed to during the pandemic are here to stay.”
All these features on Service Cloud will take digital experiences for customers a long way. It will make it easier for service teams to collaborate and engage with customers despite the distance barriers.
