Managing Customer Support Service By Using "Salesforce.com - Service Cloud"
Service cloud is one of the world's leading platform for modern customer service provided by Salesforce.com. Service cloud provides amazing customer services connecting you with valuable customer to your agent - Faster & Smarter . It launches and interacts one to one chat where reps can exactly know their customer's need and instantly get them the solution.
Being a cloud based platform, service cloud provides easy access to your application/ console which provides 360 degree view of customer like prior cases, solutions, knowledge and product history. The agent can open and manage the cases coming over the phone, email ,social networking or even live agent web chat.
Why Service Cloud?
• It helps creating customer service and support experience efficiently which helps leveling the gap between your call center, website and social media channel. Service Cloud provides broad capacity to meet customer's specific needs .
• We can boost our service quality by having access to all the information we need from anywhere, anytime and on any device.
• Console provides support teams to quickly prioritize, resolve and collaborate on both internal and external query in an efficient way.
• It brings faster customer support and service with the help of "Service Cloud mobile enrich interface."
• It enables chatting and exceeds the collaboration with customers and their problems can be solved by live agents.
Now we would elaborate the features of Service Cloud. This will help us to get a detailed grasp over the platform.
Features of Service Cloud in terms of Customer Support
• Agent Console:
Agent is a very interactive feature in Service cloud ,with the help of agent console we can manage all our existing and upcoming cases and provide the solution to their problems. One can integrate of their systems into console to provide agents a single screen for the whole service and support process.
• Communities - Self-Service Portal:
Salesforce community can be used for creating interactive customer portals and discussion group/forums. The community helps to collaborate agencies, suppliers, vendors or anyone who is in the business web. This also helps connecting many other areas like healthcare, education, entertainment, defense and many more. One can also customize the community according to their business needs which makes the business more efficient.
Knowledge helps to maximize agent's capacity by delivering right answers to customers with knowledge embedded right into the console. This feature helps the agent to guide the customer for solving their own problems with the help of embedding in the public customer community.
Live Chat is one of the best ways to tackle customer case. Live agent is directly integrated with Service Cloud which needs no installation or setup.
Social Service :
This unique feature let you provide 24*7 assistance to the customers as the demand is drastically changed for an instant help. One can also personalize the services according to the need of the consumer.
Agent Collaboration & Chatter:
Chatter plays a key role in agent collaboration and using this feature can immediately escalates a case to expertise level. It helps in smooth collaboration among the team as it informs every member about the accounts, cases, proposals and many more.
Salesforce platform is the fastest and smartest platform to manage customer case from anywhere or anytime. You can use any mobile device to stay connected to your customers issue or Log a call, reply issues, review and analyze the report.
This is how we can improve our business by Salesforce Implementation Services
, Salesforce Application and Support Salesforce CRM. This CRM comes with an array of qualities which characteristics to enhance the organization's productivity in ten folds By implementation of Salesforce platform, we can get a direct access to Service Salesforce Consulting Services
Salesforce Community and Service Salesforce consultant. So, a company must concentrate on development Salesforce integration. Happy learning!! .