Salesforce CRM, when properly integrated can help you in doing wonders when it comes to lead conversion. You can increase the conversion rates by nearly 300% using this CRM. However, after making the sales how you are going to manage them? What tools you will use to keep your clients or customers happy with you and the service you provide? You can find multiple options for offering enterprise-level customer service. However, it is essential to select the right platform and technology for delivering excellent customer service.
One such solution is the Salesforce Service Cloud Implementation. This is a top-notch platform for customer service that helps companies and organizations in improving the standards of their customer service and drive better user experience while reducing costs. In this article, we are going to know in detail about the Salesforce Service Cloud Implementation along with its features and benefits.
What is Salesforce Service Cloud?
Like other products of Salesforce, Salesforce Service Cloud is also a customer relationship management (CRM) for providing better customer service and support. It can automate the service processes, streamline workflows, and find key articles, topics, and experts to support customer service agents.
It will help the customer service team of your organization to close cases faster by using AI & automation. It offers intelligent self-service and personalized customer service. It can even predict the requirements to keep the conversation flowing. There are live chat tools that the customer service team can use to support their customers while they can be either inside the app or on the website.
Service Cloud can “listen” the customer queries and respond to customers across a variety of social platforms and automatically route cases to particular agents. It is also integrated with the Salesforce Customer Success Platform. So the social marketing team can also get an overall picture of the customers to inform responses.
Service for Apps lets you embed customer support software into apps. It can include live agent video chat, sharing screen, and on-screen guided assistance. Now let’s know the essential features of the Salesforce Service Cloud Implementation:
Features of Salesforce Service Cloud:
Here are the most essential Salesforce Service Cloud Implementation features:
1. Lightning Service Console:
It helps in improving the productivity of the agent with the next-level of agent experience. You can get a 360-degree view of customers by putting all information agents at their fingertips.
2. Case management:
Get the full visibility of all cases and resolve them faster. You can also record every customer interaction on a dashboard.
3. Workflow & Approvals:
Customize and automate any customer service or approval process with drag & drop simplicity using workflow.
4. Omnichannel Routing:
Smarter service delivery by matching cases automatically to the agent with the best skill set to resolve them.
5. Telephony Integration
CTI systems integration. Log notes during the customer’s call. Managing calls from the console without touching the phone.
6. Social Customer Service
Faster response for the customer posts on different social media platforms such as Facebook, Instagram, Twitter, LinkedIn, etc.
7. Macros Automation
Exonerate the support agents by automating common, repetitive, multi-step tasks for resolving the issues of the customer in a more efficient manner.
8. Contact & Account Management
You can know when the customers reach out to your organization and arms agents with the critical data of their past communication on a few clicks.
9. Custom Reports & Dashboards
Real-time reports for making better decisions. Track cases and information of the customers for an overall view of the customer.
10. Order and Asset management
Track the assets, orders, support history, of customers at a single place for a complete view of their activity.
Benefits of Salesforce Service Cloud Implementation:
There are numerous benefits of Salesforce Service Cloud Implementation. Let’s know each one of them:
a. World-Class Service
Salesforce is one of the most renowned for its software products, especially in CRM technology. Hence, there is no qualm in the fact that its product Salesforce Service Cloud is a top-rate product in and of itself.
It can help the companies for making the process & calls smoother, reducing the issue resolution times. It also improves customer satisfaction.
b. Single Application stores Customer data:
There was a time when the customer support team have to use multiple notebooks, notepads, sticky notes, and binders for managing the customer information. But Salesforce has leverage technology to the fullest and have developed Salesforce Service Cloud Implementation. It helps in managing all the information easily and effectively.
It comes with case management, customers access on all different channels, legacy system integration, pre-built integration apps, support ticketing, knowledge base, routing and escalation, and queue management.
No more guessing about the status of a service case or who’s on it – all the information you need, you’ll find in Service Cloud.
c. Harness the powers of one console application:
Using Service Cloud, you can leverage features such as live messaging, email-to-case, and Live agent to the customers from one console application.
It will increase the ROI and also boost customer agent productivity. There are tools and intelligence which the customer support team can use for providing personalized customer experiences. It can improve customer satisfaction with conversational messaging, drive organizational efficiencies with a low-cost channel.
d. Deliver support through customer-preferred channels:
Live Messaging of the Salesforce Service Cloud will let you talk to the customers on their preferred platform. You can communicate with them on text messages (SMS) or through social media platforms (Facebook Messenger).
It makes communication hassle-free and puts you in touch with the customers easier. It is one-fourth the cost of a voice channel, making it even more attractive to users.
e. Self-service community for customers and agents:
A community for the customers? Yes, it is possible. It can create a community of customers where they interact with each other. They can raise queries and answer them which gives more time to the service agents.
Using templates or a built-from-scratch model, they can also feature trending articles, FAQs, and even a points system.
These communities will allow the customers to make them feel like your part of the business. These communities would be monitored by the Service Cloud. If the question is left unanswered then the agent will be allotted to answer that query so that no question is left unanswered.
f. Field Service Community:
If your business includes mobile agents who are out in the field, then field service is also very essential. Salesforce Service Cloud Implementation will connect the mobile agents with the customers.
The agents will be able to use maps, calendars, lists for tracking service requests, and deliveries. They can also use it for checking parts, directions, scanning equipment, and gathering signatures of customers at the time of delivery.
g. In-depth customer insight with Service analytics:
As you get this much customer data from the apps or communications, you can get overwhelmed and that’s why there is a need for Service analytics.
Service analytics is supported by Einstein Discovery. It can analyze tons of data combinations in minutes. It can also create KPIs and predict the issues in the future, faults, or patterns using existing data and trends.
h. AI tone detection and recognition technology:
Suppose as a customer agent you can detect whether the received e-mail was sent out of anger or inquisitiveness or any other tone, then it would have been so easier to handle a customer. Now it is possible. Using automation and AI tone detection, high priority can be allotted at the top of the queue for resolving quickly.
It is not just limited to detecting the tone. It can also recognize recurring complaints and patterns to identify future issues before even a customer knows what they’re going to have a problem with.
In this article, we have known a lot of things about the Salesforce Service Cloud Implementation including its benefits and features. Using Salesforce can highly improvise the underlying activities of your business.