How To Optimize The Implementation Of The Salesforce Service Cloud?
- January 20, 2023
- 13 minutes
In the present scenario, the digitalization process has grown rapidly and taken over the globe that you may not have imagined. The whole global people are enjoying and experiencing the technological momentum. All the small and large businesses are looking for technical support to run their operation smoothly. Consequently, these businesses prioritize innovation by prioritizing customer satisfaction and operational excellence.
The arrival of the Covid-19 pandemic has forced all businesses to show their online presence because customers cannot leave their houses to shop at stores. Therefore, everyone chooses digital ways to shop for their needs. At this time, all businesses began to implement Salesforce Service Cloud solutions very quickly, as it is a useful tool to streamline the business process effectively. It is a complete solution for all businesses that help them to develop long-term relations and enhance their customer services.
Let's Have A Brief Knowledge Of Salesforce Service Cloud
The salesforce service cloud is a great CRM solution that works as the best customer support service and help desk platform. This platform is designed specially to cater to and optimize customer services with a complete solution. You can get a clear insight into your business by choosing the salesforce platform. It is because it offers customer self-help portals, detailed dashboards, service consoles, and automation.
You can get all sorts of benefits by opting for the salesforce solutions as it streamlines workflow, automates the service processes and gives you the key support and experts for your service team. This software is designed to meet the customer’s expectations and turn them into loyal customers for your business.
Get The Best Services With Salesforce Service Cloud
It has been identified that salesforce service cloud implementation helps to capture the customer’s information. This way, it helps the agents deliver tailored, personalized and contextual support to customers. If you want to meet the specific objectives of customer service, then choosing salesforce can help you to get a quick set-up. This platform is easy to use and provides fast solutions. Let’s understand how to get started with the salesforce cloud.
The Top Features Of Salesforce Service Cloud
The salesforce service cloud offers digital aspects and features that fuel the customers’ digital experience, which is highlighted below.
1. Omni Channel
This advanced customer support service and help desk platform allow you to communicate across Instagram, Facebook, Google, Twitter etc. Salesforce allows agents to bring customers and cases from different channels. The omnichannel feature route these cases to the right agents depending on the pre-set conditions.
2. Workforce Engagement
Salesforce features a workforce engagement forecasting tool with the help of Artificial Intelligence. With this feature, you can easily estimate and predict the number of requests in your contact center through the channels like web chat, phone, text, email etc.
3. Service Cloud Voice
The service cloud voice features change phone conversations into live transcripts. It uses artificial intelligence to solve customer service issues and make recommendations for live agents.
4. Service Cloud Analytics
The service cloud analytics feature helps easily gather metrics and insight for service managers that can be leveraged and incorporated into the business to improve the operational process.
5. Visual Remote Assistant
The visual remote assistant tool is an important salesforce service cloud feature. It helps remotely connect working technical assistants with potential customers via video connection. With the help of salesforce, you can now easily connect and communicate online to work and solve all the issues.
6. Pre-Built Einstein Bots
The pre-built Einstein bots are the new concept in salesforce that is meant to create an intelligent customer interface by assisting the service requests.
7. Case Management
The case management feature of the salesforce service cloud includes the whole lifecycle, such as prioritization, escalation, closure, creation, assignment, and reassignment. Here, the salesforce will analyze the information and trigger the right mechanism.
What Are The Top Service Cloud Add-Ons?
The integration of Salesforce Service Cloud solutions can benefit businesses across different industries in different sizes and shapes. This platform takes care of the company goal and cost of the company and makes a strategic plan. It allows you to sort out or exclude the features based on their business needs. Likely, it helps to balance and check on their business budgeting. Here is the list of primary add-ons you can utilize in our business.
1. Digital Engagement
These primary add-ons enable outbound and inbound customer services, messaging, and chat services. Moreover, leveraging Omni channel routing allows you to reach your potential customers.
2. Field Service Lightning
This feature is specially developed to improve field service operations management. If your industry needs elevated customer service, you can opt for these primary add-ons.
3. Service Cloud Einstein
These fancy add-ons feature helps to create streamlined and seamless customer service by including advanced recommendation strategies, service analytics, case routing, and case classification. If you want to stay the upper hand among your competitors, then taking the support of artificial intelligence can do the job.
What Are The Common Challenges And Solutions For Customer Services?
1. Poor Accessibility Of Customer Service Leads To Customer Turmoil
The most common customer services challenge is poor accessibility, which results in customer turmoil. The integration of Salesforce Service Cloud solutions into your business can help your agents to handle multiple devices and applications at a time. Likely, it reduces the holding issues of customers or transfers calls to another line. This platform makes it easy to work with different communication channels.
When you tie your business website, phone and social network accounts to salesforce; you can benefit from its unique features like Web/email capture, Computer Telephony Integration, Omni-channel, and other similar features. This platform organizes all the written-up cases and assigns them to their respective agents. With the salesforce, your customers can easily connect with your customer support via any channel, and they will receive an immediate solution.
2. Inability To Manage Customer Service
When companies decide the work processes and make strategic plans, it is important to consider aiding customers and customer support. Focusing on customer service can differentiate your business from other competitors. Here, the salesforce service cloud implementation helps to collect data about the agent’s performance in daily tasks and duties. This platform helps to prepare a report on any field by using handy data for managers and agents. With the use of service analytics features, your business can easily able to customer service insights.
3. Long Waiting Times And Inability To Resolve A Case Led To Low Customer Satisfaction
Another major customer service challenge is the long waiting time and inability to resolve a case, which results in more customer complaints and lower customer satisfaction. Choosing salesforce service cloud implementation in your business can help to automate all the case procedures.
As a result, it can increase work productivity and reduce human errors. This platform helps to assign cases in terms of the expertise and competencies of the agents by considering the right service console. It involves productive functioning like macros, email message templates and others that save agents time by increasing customer response rates.
It can result in high customer satisfaction rates. In some critical situations, the agents may not know how to provide solutions. At that time, the salesforce platform set up an incentive-providing procedure to relieve the tensions and feelings of customers.
Why Choose Salesforce Service Cloud Solutions?
Choosing Salesforce Service Cloud solutions can help to create a memorable impression for your company. Here is the list of benefits you can expect with the integration of salesforce.
1. Streamline Omnichannel Engagements
These days customer journey involves interactions across different touch points, either offline or online. The Omni channel service solution helps smooth handoff among agents and ensures a seamless customer experience through different channels. The features like web-to-case, call center and open CTI, Email-to-case, self-service help center, messaging, social customer service etc., can be used by agents to offer better customer services.
2. Enhance Agent Productivity
Usually, agents face many challenges while dealing with a huge range of customers of data. The challenges may include repetitive tasks, manual copy-pasting, and click fatigue. The integration of salesforce can help to elevate the team output and agent’s performance with the support of service cloud lightening consoles like quick texts, macros, Email templates and notifications, and quick actions.
3. Improve Customer Service
The feature of Service Cloud Einstein helps to improve customer service. It works as a smart assistant for agents that helps deliver fast and intelligent customer service.
4. Uncover Insights Into The Business
Salesforce Service Cloud solutions help to uncover insights into the business. It uses internal and external metrics and case management and aligns business goals and service priorities to give better insight into your business.
The salesforce platform can improve agents’ functioning and enhance customer service. However, if you want to optimize the implementation of the salesforce service cloud in your business, ensure the data are adjusted, arranged, and configured carefully.
GetOnCRM Solutions is a global Salesforce silver consulting partner. Our Experts can develop and execute Service Cloud applications that address financial business needs, are flexible and maintainable, and lead to long-term customer success.