Customer and employee form the core of any business organization. An impeccable customer service forms the base for long-lasting customer delight, and employees too experience satisfaction and growth in the process. Technology such as CRM and cloud could go a long way in taking care of the repetitive process and data entry part, so that you as a customer service enabler can focus on what matters the most – empathetic and precise service to your customer.
Salesforce Service Cloud has been an integral part of the classic Salesforce CRM package, and with Service Cloud for Lightning Experience out in the market too, you have every reason to wow your customer and your employees too. We take a look at how you can optimize customer experiences with Salesforce Service Cloud, and that how you can bring them delight as a pinnacle of customer satisfaction.
Service Cloud is a customer service and support application. Irrespective of how your customers reach your service team (email, phone, social media, online community or real-time web chat), the cloud helps you keep your customers happy and employees engaged. The channels mentioned above allow your customer to reach out to your service and support team through their preferred communication tool. In order to achieve this omni-channel functionality in an effective manner, it becomes important that your service team is comfortable working with multiple channels on a simultaneous basis. Also, service cloud integrates all these channels in to an easy-to-use help desk called the console that can be customized according to your organization’s specific service and support processes.
For both your customers as well as support agents, it makes sense to expedite your service processes with the click of a few buttons, so you can opt when customers get responses, when service requests ought to escalate and when support agents need to be attached to particular customers or tasks. Service Cloud also allows you to build a knowledge base of best service and support practices, so that customers can even solve their own problems themselves. Moving ahead, case management is a primary feature of service cloud that lets you track and prioritize customer issues, complaints, problems, comments and questions and resolve them quickly. Doing so helps you build customer loyalty, referral, recommendation and repeat purchase and minimize the risk of losing your customers or tarnishing your brand. Both your product and the associated service and support need to be top-notch in order for you to ensure the same.
Cases are multi-reference records in Salesforce that not just track your progress of resolution of customer issues, but also exhibit a panoramic view of the customer and the service team working for them. This unified set of data and information comprises of fields such as account, contact, history, product, calls made and so on. Effectively, any service agent of yours can jump in at any time to help your customer. You can customise these cases to fit your business specifics. You can add unique case fields, modify page layouts to alter how cases look and also define case record types to define nature of information required to be entered in a particular service process. Cases offer amazing collaboration capabilities; they are not just related to customer accounts and contacts, but can also be customized according to your organization’s specific case resolution policies and standards.
Next, there are case teams in service cloud. They are pre-defined groups of people who would work together in their respective roles to solve and close a case. Examples of such roles are support agent, product manager, service lead, quality analyst and so on. Service Cloud has features to trigger actions and workflows in an automated manner, and assigns cases to the right people without overwhelming any particular support agent. Thus, case management and service cloud take care of the administrative tasks while you focus on delivering superior service to your customer. Detailed tasks to make your Salesforce Service Cloud functional include automating your case management system, creating and integrating multiple communication and service channels for customers and configuring a Salesforce service console.
It is thus evident that service cloud lets you focus on what matters the most as far as your customers and employees are concerned, with the cloud automating and taking care of everything else. Salesforce.com is a premier CRM solutions provider that offers Service Cloud as one of its classic cloud offerings. With Salesforce, you are bound to bring wow to your customer every single time.
ABSYZ is a trend-setting Salesforce partner that has fetched requisite results for myriad businesses and customers as far as their expectations from the Service Cloud are concerned. The multi-pronged consulting, implementation and support approach that ABSYZ follows with its clients lets them derive maximized value out of their investment in technology.
To know more about how ABSYZ can help you leverage the power of Service Cloud in an end-to-end manner, contact us.