What’s Really Possible With Salesforce Service Cloud? 

Think of Salesforce Service Cloud as a system that a company uses to manage its customer relationships, like questions, customer problems, and support issues. For instance, let's say that you have purchased a computer from a company called Techboom. After weeks of use, you notice your computer can't perform basic operations. The computer has trouble opening multiple applications and gets heated even when you do basic work. Now, when you contact customer care, they are clueless about what to do. You tell them your problem, and they are lost in searching for your order manually, checking previous emails, scanning your warranty information, and contacting another department since they are unable to solve the issue. 

This is where Salesforce Cloud acts as a lifesaver. When a company like Techboom uses the Salesforce Service Cloud, it becomes seamless. The representative can view your information directly. They can directly see your 

• Name 
• The date of purchase 
• Your warranty information 
• Previous complaints 
• Repair status 
• Current issues 

Once the representative has all the information it can directly solve your issue with ease, with no downtime. So, Salesforce Cloud is a customer service platform that handles all customer queries. 

Major Benefits of Service Cloud 

1. Representative doesn't have waste time on repetitive workflows 

A Salesforce representative might have to handle 70 requests per day, and some of them are basic requests like: Where is my order now? Is the product still under warranty? How can I change the wallpaper of my computer screen? Without the help of automation, the representative has to answer these questions manually, which takes a lot of time. When automation is involved, these requests are handled by artificial intelligence, and the answer is provided to the customer.  So less time is spent by representatives searching for answers to basic requests, and hence productivity can be increased. 

2. The company can cut costs 

Imagine a company called Techflick receives 15,000 customer questions, and most of them are " Where is my order? and how can I restart my PC? If humans are needed for these questions, then that equals 15000 employees for 15000 customer requests.  Hence, more employees means more money.  When a service cloud handles basic requests through automation, the complicated questions can be passed to human representatives. For instance, 10.000 basic requests are handled through automation, and the rest 5k is handled by humans. The company can reduce the workload of the employees and reduce the cost of hiring without compromising the service quality. 

3. Omnichannel experience 

This is one of the greatest advantages of the Salesforce Cloud. A customer might contact a company through email, social media channels, and by calling. When the customer contacts the representative through any of the channels, the customer has to explain the issue from the start. Customer experience can be ruined due to this. Since Salesforce Cloud uses an omnichannel experience, you can contact the company through different channels, and a customer representative can address your issue directly; you don't start from zero 

For instance, let's say you have contacted the company through socials on Monday. On Tuesday, you have contacted them through email, and on the third day you have contacted them through call support. Since the company uses a service cloud, the company is able to maintain the same customer service context, and you get a seamless experience regardless of which channel you have used to contact them. 

4. Scalability is not an issue with Service Cloud 

Imagine that a company starts with 10 employees who handle 2k customers per day, and after 2 years the company gets more business and hence now has 50k customers and 20k representatives and handles a million requests a day. The company doesn't want to compromise service quality since the business has increased; hence, with Service Cloud, they can do the following 

• Manage a large number of support requesters 
• Repetitive tasks can be automated 
• Reroute the cases to appropriate teams 
• Can easily support multiple communication channels 
• Use AI to handle basic tasks to boost employee productivity

Hence, with Salesforce Service Cloud, the company can scale up without having rebuilt their entire infrastructure. 

Should a company use Service Cloud?

Yes. It doesn't matter if you are a small, big, or medium-sized business. If your business is online, then a Service Cloud would be needed. Your website would grow, and you would receive thousands of customer requests about orders, returns, and technical problems. Instead of having separate systems for each, you can use a Service Cloud to maintain all customer issues in one system. Basic requests can be handled by automation, and complicated issues can be handled by humans. Thus, using this software, you can be more organized and efficient without having to compromise on service quality. 

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