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
1. 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.
2. 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.
3. Reimaging 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.
4. 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.
More ways companies are driving success with Service Cloud
- Extending real-time and continuous conversations to a customer’s preferred messaging channels.
- Seamlessly creating, managing, and monitoring service cases straight from the brand social feed.
- Building trust by offering fast, intelligent phone support for complex or simple inquiries.
- Building trust by offering fast, intelligent phone support for complex or simple inquiries.
- Providing smarter, faster service to ensure technicians have the right parts to minimize the number of trips onsite..
- Automating how agents engage with the right skilled experts to solve new and complex cases.
Service Cloud is not only about happier customers
We all know the great migration and resignation is happening. Often, people leave because they don’t have a sense of purpose or feel valued. Service Cloud helps improve the employee experience for agents and field service staff by eliminating repetitive tasks, managing workload, and allowing them to focus on what they do best—helping customers. And with more people than ever wanting to work remotely, Service Cloud gives your teams the tools to deliver excellent customer service from anywhere.
