How Service Cloud from Salesforce enables the experience customers want now
Everyone knows about the importance of great service. So why aren’t more companies delivering it?
For many customers, the service a company provides is as important as the goods or services it offers. And with people less brand loyal than ever before, customers tend to gravitate toward the companies than offer them the best experience. So why do 84% of customers say brands do not excel at providing consistent experiences across channels? Because companies are not set up to meet changing expectations, due to disconnected departments, siloed data, disparate point solutions, and an overreliance on manual processes.
Digital transformation is the key to solving these issues. But sometimes that’s easier said than done. Newer companies may lack the resources to build out a new solution from scratch. Larger firms often struggle bringing together various legacy systems from across departments and divisions. Everyone is challenged by staffing shortages and concerned about adding new responsibilities to already overtaxed employees.
The solution for many of our clients is Service Cloud from Salesforce
Service Cloud enables connected, personalized service from anywhere on one digital engagement platform. From your agents in the contact center to your service professionals in the field, everyone has simple-to-use tools that help them do their best work. Customers get answers quicker and easier through AI-powered workflows and connected, personalized service across every touchpoint.
Flexibility is a key advantage of Service Cloud. Businesses can start small and easily add functionality as they grow and their needs change. Implementation is fast and straightforward, and can be done without putting extensive resources into coding and configuring. Salesforce offers composable apps and services, clicks-to-code tools, and a robust ecosystem of ISV and partner apps that are prebuilt and pre-integrated on the platform.
Key reasons why businesses are moving to Service Cloud
Connecting all digital experiences
The customer journey is increasingly omnichannel. In fact, 74% of customers have used multiple channels to start and complete a transaction. Service Cloud allows you to drive omni- channel engagement by unifying every channel on a single platform. You can deliver faster service with chatbots that handle common requests, initiate processes, and collect information prior to agent handoff. And because many customers prefer to help themselves, Service Cloud lets you enable self-service options with guided process automation and 24/7 access to relevant content and mission-critical data.
Automating business processes with AI
Service Cloud allows you to enable end-to-end process automation and create a 360° view of the customer. You can integrate data or logic from any third-party system with pre-built connectors and reusable APIs to power seamless multi-system workflows. Build a process once and then extend to any touchpoint for a seamless experience. Unlock cross-department productivity by mobilizing your entire company in service of the customer with a connected platform.
Reminaging the contact center
Both customer and employee needs have changed dramatically in recent years. The contact center hasn’t always kept up. With a unified agent desktop and connected field service, Service Cloud lets your people deliver the fast, efficient multichannel experiences customers expect— either while working in the office or remotely. Agents can quickly handle issues from one screen using an easy-to-use, drag-and-drop workspace with 360° customer views. They can seamlessly toggle between cases, voice conversations, messaging, and chat channels. Plus, a connected app empowers mobile workers with the right tools, resources, and information to ensure superior service and visibility into upselling moments.
Optimizing field operations
From personalized recommendations to real-time ETAs, customers are expecting more from field service professionals. Service Cloud helps you deliver the experience they want by connecting field service operations to core service and support operations. You can elevate in- person and virtual field service with customer insights and data across your service teams. By meeting customers on their preferred digital channels and streamlining scheduling, you can provide real-time appointment updates, mobile worker details, and virtual troubleshooting.
Eager to discover more Salesforce Service Cloud or book a demo session, please contact us today. DAEU Nextier GDC Vietnam is always ready with broad & deep experience, and we can offer end-to-end Salesforce Consulting and Implementation Services that are best suited to your needs.
(Source: Salesforce.com)