The saying goes, “when the customer comes first, the customer will last” and it’s true. Customer loyalty can positively influence the lifetime value of your customers and impact revenue.
Salesforce Service Cloud is an excellent tool that gives your employees the tools they need to deliver the very best customer service and continue to drive revenue and profitability.
What is customer retention?
In layman’s terms, customer retention is the process of keeping existing customers engaged with a company’s products or services, so that they continue to purchase from you.
Why is customer retention so important?
Whether you’re in retail, manufacturing, automotive or hair and beauty, customer retention plays a critical part in the success and profitability of any business across a wide range of industries.
However, research by smallbizgenius has shown that more and more companies are struggling to hold onto existing customers whilst attracting new ones.
And when 82% of businesses agree that retaining customers is in fact cheaper than acquiring them, it’s clear that business owners need to do more to improve customer loyalty.
Using Salesforce Service Cloud to improve customer loyalty
Here are a few ways Salesforce Service Cloud can revolutionise customer satisfaction and improve customer retention:
Customer data is stored in one centralised place
When data isn’t stored in a centralised place that’s easily accessible, it creates friction and frustration for existing customers.
You may have experienced the same grievances when you’ve had to repeat the same information as you’ve been passed to different departments for a query or order.
This is where Service Cloud comes in. All customer data and communication is stored in one centralised, easy-to-use database.
Salesforce can be integrated to include VOIP systems, email, social media channels, voicemail, notes and so much more.
This eliminates the need for customers to repeatedly verify or repeat information, and your customer service teams can focus on what they do best – supporting happy customers.
Offer personalised and human-to-human communication
When implemented properly, Service Cloud holds a wealth of information and data that can be used to better understand your customers and deliver the very best service and speak to your customers through their preferred method of contact.
With Service Cloud’s Live Agent, you can provide immediate, real time communication with customers as soon as they land on a dedicated webpage, and collate the information needed to make their experience seamless.
For any customer queries that need more than instant chat or a phone call, Service Cloud’s SSO video chat function gives agents the ability to go that extra mile and offer face-to-face communication, no matter where they are in the world.
With Lightning Console’s case history, agents have a holistic view of trends and recurring conversations. Action can be taken to reduce redundant questions and further streamline the process.
For example, content hubs answering common questions can be shared with clients after they’ve signed up for a service or product, or email check-ins can be scheduled with service or product specific FAQs.
Using Service Cloud’s Communities function, you can even give customers the ability to find the information for themselves, without having to speak to an agent.
Give your team the tools they need to do the best job possible
A customer service team is only as good as the tools, information and training they can access, so it’s important that business owners give them the software and support they need to thrive.
Through Omni Routing, you can map each inquiry to the agent or sub-department that’s best suited to deal with them, and customise Salesforce Service Cloud to suit the needs of your business and customer service team.
As customer cases come in, the Omni-Channel Presence and Routing function will prioritise them according to the scope of work, ensuring each case is dealt with in good time.
As Service Cloud collates more information, you’ll be able to identify your best-performing agents, and they can train other employees, empowering other agents to deliver excellent levels of service.
Giving your agents the right technology to do their jobs is pivotal to making customers happy.
Integrate with existing tools
Integration of existing tools is becoming more and more commonplace, as it allows the easy transfer of data across several different platforms.
This means different departments are always up to date with product, service and customer information, which is key to improving customer experience. Service Cloud integrates with a wide range of Salesforce apps, back office software and other tools.
Purus – the best Salesforce Service Cloud consultants
We’ve been helping businesses successfully implement and onboard Salesforce Service Cloud since 2014.
We provide bespoke Salesforce implementation consultation, development, support and training for Salesforce Service Cloud that can be tailored to the needs of your business. Get in touch with one of our consultants today.