What does GOOD Customer Service look like? Is the answer same or different? Does your Service team deliver excellent customer care or loathe their jobs? Someone told me that his take on customer service was based on three keys followed by Consistency, Consistency, and Consistency. Half-truths. Marketers usually build the first brand and then upholding the brand will be entrusted to the customer service agents. Their interaction would literally be the face of the company. Shouldn’t you equip them with the best tools?
Salesforce a company that excels in the CRM suite has a solution for you. One of the key services they offer is the Service Cloud. It revolutionized customer relationship, making interactions between the organization and their customers more fluid. Service Cloud aims to foster better One-to-One relationships with every customer, across multiple platforms and on any device. Salesforce Service Cloud undoubtedly adds value to the business. Lets us dive deep.
What Services do I provide?
Case Management: At the very core of Service Cloud lies the Case module. Any customer that raises a complaint will be captured and tracked as a case. Cases generally come in through email, phone call, and web or request support service on the internet. They will be assigned to the agents and will be marked based on their urgency. Guess what red means?
Categorize Problems: You can segregate queries into types making solution search easier and close cases faster. Agents do not have to present the customer new solution every time. The need to be an expert to answer questions now gone. Let the software do the heavy lifting for you.
Knowledge: Salesforce Knowledge is a data repository that customers can use to gain additional information. This is typically present in the enterprise’s website for customer to refer to. “Knowledge” articles can be based on a case that is solved or yet to be solved. Copy Paste Solution!
Communities: Communities are a way to collaborate to get the best solution with business partners and customers, distributors, resellers, and suppliers who are not part of your organization. You would want some platform for them to communicate and you provide them with some data. It is also another way to extend your brand.
Console: Agent console enables an all-rounder customer view. This reduces time lag in acquiring customer profiles, customer histories and interactive dashboard that would suggest the next best thing for the customer. All in one place!
Live Agents: 1:1 interaction between the Customer and an Agent. Stay wholly connected to the customers as your team members are alerted immediately to get the issue resolved. Also, it makes the agents smarter and more productive in the process with real-time assistance. Email, phone call, Google search, contracts and entitlements of the product purchased and call Scripting are additional features that can be utilized. This, in turn, improves customer satisfaction. Game On!
Field Service Management: When the customer service agent saves the ticket, notification is sent to technicians to be resolved. A responsive system that notifies the ticket in the app and is regularly updated on the current status of the ticket. This would help customers understand the problem and reach an understanding to better customer satisfaction.
Third Party Apps: Do you want a lift? Hop on my back.
Service Cloud and Third-party AI platform will put your contact center on autopilot by understanding conversations and automating the repetitive processes.
Conversational Automation: CPA (conversational process automation) allows repetitive customer queries such as warranties, refunds and other usual inquiries without the presence of an agent. A handy tool when there are a lot of customers. Hello, How may I help You?
Automate repetitive tickets: AI is trained through the metadata and suggest or automate answers. This saves time and allows agents to give you a personalized customer experience. Average customer handling time is improved by streamlining your knowledge.
Integration Cloud: Data flush allows agents to have an omnichannel view of the customer. Being data rich using different platforms gives you a deeper understanding of the customer’s needs. Order histories, the volume of products will influence up-sell and cross-sell. Superior Customer Experience.
Speech 2 Text: The interaction between the customer and agent is recorded. The speech is converted into text and analytics is done to gain a better understanding of the customer needs. Speech pattern, words used, the time taken are such metrics used to evaluate the customer’s requisites.
Why you need The Service Cloud? Benefits you reap.
Agent Productivity: Agents can employ service cloud anywhere web, mobile app, knowledge base. Dashboards and reports help them to respond better. This also reduces the overhead cost of agent and saves a ton of money.
Customer Service Evolved: Customer loyalty, satisfaction, and retention which leads to repeat business. How do you get this? Hmm, This world-class customer service includes video chats with the customers, screen sharing and on-screen guided practices that would allow agents to better connect with their customers.
Leveraging social media: You can also interact with your customers on social media platforms such as Reddit, Facebook, Twitter, LinkedIn, etc. Solving queries and guiding them would help them provide a better link.
Case Mapping: Tracking the case help in case resolution. This helps in better management of the customers time and will also ensure faith in the customer service.
Here at Standav, we will prepare you to be responsive and customer-centric. For more information, Contact us. We are just a click away