Have you ever been frustrated by the repeating information that companies keep give you in order to resolve an issue? We have all faced this peril, disconnected customer experience/support, repeating the issues you are experiencing. On in the worst-case scenario, you request a follow-up call and the customer reps have no idea what you are talking about as there are no records about your complaint or your call.
Key Salesforce Service Cloud Features Today every business dreams to have the ability to increase customer satisfaction, improve customer retention, and provide swifter case resolution. In today’s time, companies need a service operating system that can be highly flexible, easy to use and accessible remotely at any time. This can be achieved by the Salesforce Service Cloud. Salesforce Cloud gives you the ability to consolidate service department data and system into a user-friendly interface which can access while in the office or working remotely. Salesforce Cloud comes in handy for enterprise-level businesses which are operating multiple business units and geographic regions. So, you might be wondering, what are the things that the Salesforce Service Cloud can do and how can it help you, achiever, your goals for customer satisfaction? This article will talk about a few Salesforce Service Cloud features that would resonate with many CRM users. 1. Service Cloud Self-Service Portals and Communities In today’s times’ customers want their quick answers for their problem, efficiently and on their own terms. Building self-service portals and communities help in CSR and aids service agents handle complex issues. It also empowers clients and helps the company to connect with them on a personal level. Self-service portal and community will help in:
In case a customer’s case stays unresolved through self-help, they can enable chat or submit the case online. Your support team would have a 360-degree view of the entire customer journey and portal activity. 2. Salesforce Service Cloud Agent Workspace The Salesforce Service Cloud Agents Workplace is an all in one console for customers support representatives allowing the agents to create a unified view of customer experience in real-time. It’s a one-stop solution for CSRs need to:
With Salesforce Service Cloud, Salesforce users and administrators can access:
You can create agent workspace to handle scenarios such as “do you need separate layouts on the basis of customer classification?”. These scenarios can be easily handled through the drag and drop functionality of the user interface and prebuilt and/or custom components. 3. Omni-Channel Routing Due to the ever-increasing expectations of the customers, you can assign cases directly to the Agent Workpase and with Omni Channel Routing. Cases can be assigned to the agents who are available and the right skill. The Omni-Channel Routing enables agents to set automation rules that deliver cases to the best agent available in every situation. Not only this but agents can also set rules that combine critical, areas of expertise and caseload number to automatically assign cases to CSRs. Also, it gives you the ability to the management team view service centre activity and can monitor and provide assistance to the agents when required. 4. Salesforce Service Cloud equipped with Lightning Flow We are all aware of the unresolved customer cases over phone calls. However, using the Lightning Flow for Service Cloud prevents the abrupt CSR handoffs. The recommendation and action components are powerful because it helps us view:
This component extracts results from the application of the next best action strategy. It’s like a checklist with more ability and power. 5. Service Cloud Telephonic Integration The telephonic integration with Salesforce Service Cloud increases the productivity for CSR. This applies to all those organizations using Open CTI, which integrated with third-party CTI system with Salesforce, or Lightening Dialer, giving the provision for outbound and inbound calling capabilities. The Lightning Dialer is an add-on feature which can be attained from the Salesforce app store at an additional cost. There could be a consideration to make when you determine whether to switch or consider alternatives. If your system has an existing telephony system, Open CTI would be your go-to solution and platform agnostics. 6. Productivity Enhancements of the Console Marcos and Quick text are the two most used productivity enhancers. Marcos - great for the repetitive task performed by your agent. Quick Text - allows agents to enter prescripted messages in emails, chat, activity and more resulting in streamline messaging but also standardized the messaging. When closing a case do the agents go through a sequence of tasks CRM users perform? For example, CRM users choose a mailing template to send emails or update case info every time a case is resolved. CRM users can complete these actions with a click of a button in just a single step. Conclusion Setting up the Service Desk console requires planning, research and development team. Once you have all your requirements down and documented the Salesforce Service Setup will help you through the recommended setup and set-up flow.
3 Comments
Kohn
1/16/2023 04:32:09 pm
Kudos for making tips like these! I want to share a company that is responsible for bringing quality tools for healthcare professionals. "Stat Health". https://stathealth.com.au They have quality medical software that's versatile and practical. Thanks once again!
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7/12/2023 11:13:03 pm
At Salesforce Expert Solutions, we are dedicated to providing cutting-edge Salesforce solutions that empower businesses
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