Ensuring your customers are taken care of is the priority of your Customer Service team. From phone calls to emails, text messages to online chat, self service websites to social media, Salesforce Service Cloud gives your Customer Service team the ability to work with your customers in the way they would like to communicate with your business.
Salesforce helps your Customer Service team with:
- Case Management
- Service Process and Automation
- Omni-Channel Routing
- Telephony Integration
- Social Customer Service
- Automation with Macros
- Mobile Messaging
- Live Agent Chant
- Account and Contact Management
- Custom Reports and Dashboards
- Asset and Order Management
Salesforce Service Cloud
The main part of the Salesforce Customer Service solution, Salesforce Service Cloud gives your team a single place to see your customers, giving a true 360 degree view of your customer interactions with your business. With Salesforce Omni-Channel Routing, cases are routed to your team in the right priority automatically, ensuring you’re taking care of the right cases at the right time. Macros allow your team to automate repetitive tasks, giving your team the ability to focus their time on the cases that need the extra attention.
Salesforce Live Agent and Salesforce Live Message
Salesforce Live Agent gives your customers the ability to communicate with you over online chat through your website or self service knowledge base. Live Message allows your customers to work with your team through SMS and various messaging platforms, like Facebook Messenger.
Having a strong Knowledge Base is the key to helping your Customer Service team give your customers the best experience. Knowledge Centered Service, or KCS, is the integrating the creation and maintenance of knowledge into the process of your business interactions with your customers. This gives your company the best up-to-date knowledge base, improving the quality of your Self Service Knowledge Base and giving your Customer Service team quick access to the knowledge base articles that will help them solve your more complex customer challenges.
Your customers, and if you have distributors or partners, benefit from having a single place where they can go to communicate with your business. Salesforce Communities allows you to create customer and partner “portals” where customers can log in to see their existing cases and help other customers solve their issues, partners can create new cases on behalf of their customers and get access to special information, and they all can connect with your team. Your customers and partners can have additional access to knowledge base articles and you can reserve articles to only be shown in a customer or partner community. Your company won’t only be easier to do business with, your customers and partners will have a better experience.