This area of the Salesforce platform is dedicated to giving clients assistance and support. Customers are more satisfied and loyal as a result, which aids in client retention. It stands apart from the competition by offering services more quickly than in the past, catering to the individual demands of each client, and being proactive when it comes to resolving client difficulties. That eventually improves the consumer experience, which fosters loyalty and positively affects sales.
Business Objectives Attained by the Use of Service Cloud
- Provide each consumer with a pleasant service experience based on their particular issues, past purchases, and concerns.
- Make the service available round-the-clock (always-on).
- Support across many channels – Connect with consumers on their preferred platforms, including chat, phone, and mobile.
- Faster support Managing different service requirements from a single console aid in expediting the delivery of support services.
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Features of Service Cloud
- All cases allocated to an agent are managed on a single platform by the console for service, which aids in setting priorities for the work at hand. This aids in providing each customer with a tailored experience.
- The knowledge base is used to store and manage customer interactions and solutions. This aids in resolving problems more quickly.
- Social customer care enables service delivery on the social media platform itself without requiring the consumer to visit different web pages for engagement, which is becoming increasingly important as more and more customers contact the company through social media.
- The live agent feature's distinctive chat service offers real-time online assistance.
- The mobile Salesforce1 platform allows for customer service management from any location and on any device.
- Customers can assist through Service Cloud Communities.
- Uses service analytics to help your customer care staff handle issues more quickly, automate procedures, and increase team productivity.
- Enhances customer service teams' effectiveness with automated workflows.
- Includes capabilities for asset and order management that are built-in.
- Improves the efficiency of call centre teams with solutions for products that are powered by AI and cloud-based telephony.
- Enables your company to quickly set up a self-service assistance centre for your clients, complete with simple methods for scheduling appointments, checking account balances, and paying bills.
- Provides customers with several ways to contact you online, including email, social media, AI-powered live chat, and mobile messaging.
- Integrates all customer enquiries into a single ticketing system that is simple for your customer service team to manage.
- Comes with a Field Service (opens in a new tab) solution that improves the effectiveness of your field agents and expands the range of services they can do by adding remote support, onsite technical support powered by AI, and mobile integration.