Upgrade Your Customer Support with Salesforce Service Cloud Features
Salesforce
5 MIN READ
October 6, 2020
In an increasingly clogged marketplace, businesses are becoming more customer-centric, focusing on excellent customer experience throughout the customer’s lifetime. Salesforce Service Cloud features have revolutionized the entire process of customer support by easing the interactions between an organization and its customers. The most opportune time to invest in it is when you know that your team can do more with strategic data automation with efficient resources.
What is the Service Cloud?
Salesforce customer service cloud is a service cloud platform for customer service and support enabling users to automate service processes and streamline workflows to create one-to-one marketing relationships with every customer.
Why Should You Opt For Salesforce Service Cloud?
If your business is profoundly concerned with customer support, then you must opt for the Salesforce Service Cloud. Regardless of whether you are in the B2C or B2B domain, you will frequently have many customers posting tickets and questions. You can obtain these tickets from your agents. In monitoring and resolution of these tickets, Salesforce Service Cloud will assist.
These Excellent Features Of Salesforce Service Cloud Can Transform The Customer Support Model:
Ksolves presents to you the selected Salesforce service cloud features list. Have a look at how service cloud features in Salesforce can transform your Salesforce customer service module.
Automate End-To-End Customer Support
One of the main touchpoints of customer service – the support experience – is given by support teams. Thus, they require insights into the trends and metrics to properly manage & optimize their response. These include the trends in the latest cases, closed cases, and the average resolution time over a period of time as an estimate of throughput. The volume of cases resolved in a month is a measure of the support team’s worth to the organization.
With the salesforce customer support, discrete support processes can be set up and implemented for a range of issues to reflect the key differences in the complexity of resolving them categorically. Different priority levels can be determined (critical, high, medium, low, etc.) and the support channels (email, web, phone, etc.) to further differentiate a particular issue.
This can be utilized to develop a dashboard of suitable metrics & KPIs to streamline the support team’s focus.
For instance, where similar cases are growing, new products might have been launched, or a crucial part of the current service may have been disrupted. Collaboration with the product team is the best option.
If the closed cases’ pattern declines, it might indicate the need to train the team’s new support members.
Queue Workflow
Salesforce Service Cloud features can simplify the process of transferring customers from one stage to another by utilizing process automation software, such as Process Builder, Workflow Rules, and Flows. It removes the burden of manual supervision. This feature also makes it possible for management to control key customer KPIs, like time-to-first-response and time-to-resolution easily.
Omni-Channel Routing
When a customer initiates a support case with any available channels, it is possible to automatically route each case to self-managed queries or an available agent through Salesforce Service Cloud features. This can help to configure a few simple assignment rules that are very efficient. Omni-channel routing provides more smart routing capabilities and availability for the broader support teams. This comprehensive solution automates customer service requests from the active channels to an allocated Customer Service Representative based on the priority.
The Einstein Classification
What happens if Artificial Intelligence(AI) supports hard-working agents by automating cases into several categories? Salesforce service cloud Einstein features are an important aspect of Salesforce customer service software. An organization can repurpose the saved time from menial data entry into something productive. This can be very helpful as it smartly eliminates the coaching burden on the managerial staff. Thus, with empowered support agents, you get happy customers!
Service Console
The Salesforce Service Console can make a huge difference for organizations with a call center by managing customer care interactions rapidly. The application enables CSRs to build or locate several records quickly and then update them. It is ideal for on-the-fly encounters in which a representative spends the first 20 seconds in the course of a call listening to a customer addressing their issue. Support agents may perform multitasking with the help of the Service Console.
Smart Case Feeds
Another Salesforce service cloud feature, The case feed becomes a highly efficient, centralized, and sequential way of visualizing an operation. This is particularly useful in support cases where the support staff might come across a new case but has a clear history of the incidents at his fingertips on the case.
Social Media
With the presence in social networks witnessing a surge, brands often open their doors to answer consumer concerns and problems within each network. Salesforce Service Cloud manages tickets, monitors feed, and helps in the moderation of customer service response and approval.
Service Analytics App
The Salesforce Service Analytics Application has preconstructed dashboards to help the management to gauge the team’s performance. When it comes to customer service data, this app offers realistic insights. Key KPIs such as first-contact resolution, open-ticket time, escalation percentages can be easily monitored.
Conclusion
Salesforce Service Cloud provides customer service teams with great innovation and productivity, which improves customer loyalty. Salesforce service cloud integration with sales or marketing clouds creates more possibilities. If you are looking to launch the Salesforce Service Cloud, Ksolves can provide you the best service cloud capabilities. Consult us for information on optimizing customer care and customer relationships for your company through the use of Salesforce Service Cloud’s features.
Contact Us for any Query
Email: sales@ksolves.com
Call: +91 8130704295
AUTHOR
Share with