When it comes to choosing the best solution in order to offer enterprise-level customer service, you often find multiple options. However, selecting the right platform and technology can help you offer excellent customer experience. Salesforce offers Service Cloud, which is the #1 platform for customer service helps organizations improve their customer service standards and drive better user experience while reducing costs.
Service Cloud helps customer service teams in closing cases faster by leveraging AI & automation, offering intelligent self-service and personalized customer care and also predict needs to keep the conversation flowing. Service Cloud features allow customer service teams to support their customers in real-time using live chat tools while the customers are inside their app or on the website.
Service Cloud capabilities are transforming customer service processes and widely considered as the undisputed top customer service solution for businesses of all sizes. Let’s have a look at the top reasons why your company should use Service Cloud at first place.
Offer excellent customer service from the word ‘Go’
Service Cloud is a highly scalable platform that fits your current needs and grows as your customer base expands. The highly integrated platform enables customer service teams to run as efficiently as possible. Service Cloud offers out-of-the-box usability which helps your team work more effectively. All the right functionalities keep your organization’s customer service process run smoothly.
Aligned with the latest trends & technologies
Service Cloud users can stay aligned with the latest trends and technologies in customer service. Lightning Service Console helps you populate your dashboard with the right information you need from across multiple platforms. You can keep all your customer information organized in one centralized location. Service Wave allows you to observe how your customer team performs in real-time with a robust analytics tool. Service Cloud feature Omni Routing help customer service teams get better with detailed performance metrics.
You can also track important KPIs for your company with the help of Service Wave Analytics. It is important for every enterprise to have a comprehensive view of their customer service department’s activities including average response time for customer queries, and customer satisfaction ratings. Service Cloud reports can help you get a clear direction and quantitative ways to improve.
Personalized customer experience
Customer service is an integral part of your customer experience with any company. Analytics data can be used to better understand your customers. The more you understand your customers, the more you can personalize your service. Service Cloud feature Lightning Console can be used to view case history and trends for each customer to minimize redundant questions and help customers faster with immediate, detailed information. Live Agent can be used to offer real-time chat support as soon as a customer lands on your website. Social Customer Service functionality helps you respond seamlessly when customers reach out over social media channels so that you can interact with your customers across various touchpoints.
Every customer expects to be treated as an individual, and the only way you can offer personalized customer experience is by keeping detailed records of every interaction in one centralized location. A robust customer service platform like Service Cloud will do this with ease and highest efficiency.
Simplify customer service process & improve customer service agent’s productivity
Service Cloud helps you improve each of your customer service agent’s performance based on empirical data and customize your customer service process to best suit your needs. Omni-Channel Presence and Routing feature can help you prioritize cases based on priority. Dispatcher Console will send a case to the right mobile employee for fast action. List service appointments promptly and accurately with the help of Smart Scheduling feature. The best way to keep your customer service process and team run efficiently are by managing the workflow. Scheduling and routing tasks to the right agent ensure quick customer case resolve.
One of the best Service Cloud features Field Service Lightning helps you manage reps in the field and work orders. You can track progress and help field workers manage their workload.
Work from anywhere
Service Cloud allows you to help your customers from anywhere. Salesforce1 Mobile App helps employees see all the customer details they need to get the job done using their mobile devices. This easy accessibility means no customer service request is unheard, even when your service agents are away from their desk.
From offering service training to new service agents to working with your biggest customers, all you need is a robust platform that keeps you, your employees, and your customers aligned with your business. This must ensure your customer service team works like a well-oiled machine. Service Cloud helps you close deals faster, offer intelligent self-service, personalize customer care and predict needs, and drive service productivity from the call center to the field.
Get in touch with the best Service Cloud Consultants
CEPTES offers end-to-end Salesforce Service Cloud solutions ranging from implementation, consulting, migration, support, and enhancement. Our Salesforce certified Service Cloud consultants are experts in optimizing customer support processes and we are one of the pioneers in offering Salesforce Service Cloud implementation services to business of every size and nature. Get in touch today!