Providing excellent customer service is a goal to which many businesses aspire – and most fall short.
This is not without reason: the expectations of service offered to customers is one of the most demanding and scrutinised aspects of any company. So what is Salesforce Service Cloud, and how can it help improve your relationship with your customers?
In a nutshell, Service Cloud allows businesses to offer better customer service. It is a customer relationship management (CRM) platform that both assists the customer support team and gives customers extensive self-service options. Here are 5 ways Service Cloud benefits your CRM:
Lightning Fast Customer Support
To keep your customers happy, you need to ensure your support agents are as effective as possible. Service Cloud makes this easy by giving agents a complete view of all customer history and previous interactions. This is in addition to relevant customer data, automated messaging for repeat issues, and phone call integration.
The system allows agents to deliver exceptional and personalised customer service at speed and scale. The advantage of an excellent CRM platform like Service Cloud doesn’t stop with the customers – teams who are consistently and constantly connected show a profitability increase of 21%.
Let Customers Use Self-Service
The only thing better than a speedy response to a customer query is negating the need for the query altogether. The solution to this lies in the form of sophisticated self-service systems. This is nothing revolutionary: a 2022 survey indicates that 86% of customers now expect online self-service options.
Service Cloud gives businesses the ability to create Customer Communities or portals, where customers can manage their own orders, bills and accounts. Where necessary, the portal can also link to a knowledge database, enabling customers to find answers to questions without the need for a support agent.
Connect with Your Customers on Digital Platforms
Unless you’re in an incredibly niche industry, you can bank on your customers being vocal on social media, whether you’re there to respond to them or not. And this trend is on the rise. Since the pandemic, customers have increased the use of digital channels to communicate with businesses by 47%. In order to communicate effectively with your customer base, you need to manage all touch points and speak to them on the channel they feel most comfortable.
By using Service Cloud Digital Engagement, you can guarantee that no conversations are left unchecked. With features like mobile messaging, live chat, social media and email, your support team can respond to everyone across all channels from one place.
Groundbreaking AI Services
Salesforce has always been at the forefront of utilising high-end technology, including the use of AI. Service Cloud uses its own AI known as Einstein. It is capable of customer responses, leaving your actual support agents to provide service on more intricate issues.
Einstein acts as a support agent and a data analyst all in one, pulling customer information off Salesforce to handle queries such as checking claims or modifying orders. Einstein is advanced enough to mimic your brand’s tone of voice, ensuring the customer experience is smooth, seamless and time effective.
Excellent Field Service
If your business is involved in any on-site work, you will understand the importance of sound logistics and clear customer communication. With Service Cloud, businesses can manage appointments, inventories and workflow. Given the nature of the service, everything can be fully accessed and operated via mobile devices, ensuring your field support team is always connected and customer site visits are always fruitful.
Make Service Cloud Work for You
If you are looking to elevate your customer support and want to make the most out of Service Cloud, you’re in the right place. As Salesforce Service Cloud consultants, Purus assists with training, support or help customising the platform to fit your needs. Get in touch with our team of qualified Salesforce advisors today to find out more!