Salesforce Service Cloud

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Optimize the Implementation of Salesforce Service Cloud

Salesforce Service Cloud is a CRM solution offered by Salesforce. It works as a help desk and customer support service platform, specially designed to optimize and cater to customer services on both ends the picture with a single solution. Some of the features include service console, customer self-help portals, automation, and detailed dashboards that give clear insights to the business. Automating service processes, streamlining workflow and being able to find key experts and support for your service team means your business will benefit in all sorts of ways. Ultimately, it is a software designed to help fulfill customer expectations so that you have happier and customers which will all in all turn into loyal customers. The objective being creating wholesome and affectionate relations with every customer, have it be in person, online or self-service.

Having a fueled digital experience underpins great customer service. Salesforce Service Cloud has many digital aspects and features to offer, which Rolustech can help you achieve.

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Salesforce Service Cloud Features

Omni Channel

This means your customer support will be able to conquer as many communication channels as needed in accordance to the situation they are in. Agents are able to bring cases and customers from all these channels into Service Cloud where Omni-channel will then intelligently route them to appropriate agents based on their pre-set conditions.

Service Cloud Voice

This includes a bundle for services that turn phone conversations into live transcripts. Not only will your call have a transcript made for your personal use but Artificial intelligence can also be run to help make suggestions for live agents and bots to solve customer service issues.

Visual Remote Assistant

This is a tool that connects remote technicians with customers via video connection. Having to meet face to face is no longer necessary, all your issues and work can be communicated and done online.

Case Management

This covers the whole lifecycle including the steps of creation, prioritization, assignment, escalation, reassignment, and closure. You are then able to decide and specify parameters that will influence each of these stages where Service Cloud will analyze this info and trigger the appropriate mechanism.

Service Cloud Analytics

This is a template which makes gathering insights and metrics easier for service managers, which are then incorporated and leveraged into the business to further enhance operations. Agents can quickly and easily view snapshots of every case and customer they are dealing with to be prepared beforehand.

Pre-Built Einstein Bots

These bots are made to assist with service requests, where the goal is to create an intelligent interface for customers. There would be seamless handover to human agents but only when needed.

Service Cloud Integrations

Every Salesforce integration consultant company needs tools which will work wonders when integrated with Service Cloud. Irrespective of whether you are a B2B or C2C company, you will come across all kinds of customers who will have list long length complains and only Service Cloud will be there to your rescue. So, a combination of Salesforce with Service Cloud and Service Cloud integration with other platforms is not a bad idea. The prebuilt uniform APIs in the application can be customized to support an endless array of unique business functions.

Common Customer Service Challenges Solved with Service Cloud

Challenge #1

Poor accessibility of your company’s customer service leads to customer turmoil.

SOLUTION

With Salesforce Service Cloud, your agents no longer need to handle multiple applications and devices at one time nor do they have to put customers on hold or transfer them to another line. Instead, now working with multiple communication channels right inside the platform is made easier. Thanks to Omni-channel, Computer Telephony integration, Web/email capture and other similar features you can tie your business phone, website and self-service, social network accounts to your Service Cloud. All cases are written up in an organized manner where assigning them to each respective agent is made easier, customers can contact your support via any channel of their choice and they will receive a prompt answer.

Challenge #2

Frequent inability to resolve a case and long waiting time to cater to customer complaints results in low customer satisfaction.

SOLUTION

With Service Cloud Case Management you are able to automate all your case procedures meaning human error is reduced and work productivity is increased. Service Cloud can assign cases based on agent competences and expertise and gives the option of knowledge search right in the Service console. There are also productivity tools like email message templates, macros and other things that help save agents time by increasing the response rate of customers, hence increasing customer satisfaction rates. However, there are sometimes problems to which no solution can be found, at those points of times agents may not understand what to do. For such situations, service clouds set up a clear incentive offering procedure to relieve customer’s feelings and tensions.

Challenge #3

Inability to efficiently manage customer service.

SOLUTION

Having customer service that differentiates your company from your competitors means you are doing your job right. Customer support and aiding customers is something that every company should consider when making strategic plans and deciding how the company’s processes should be. While agents perform their duties and do their daily tasks, Service cloud gathers data on their performance and entire service department at the back end. This data comes in handy for agents and managers when it comes to creating reports on any field in the platform. Apart from this functionality, there is also Service Analytics, which is used to reveal new levels of customer service insights.

Salesforce Service Cloud Use Case Study: Coca-Cola

Problem for Coca-Cola

There are examples of many global organizations who have leveraged Salesforce Service Cloud to help build a better customer relationship management solution. We will be taking the example of Coca Cola and how they extensively used Salesforce Service Cloud across their domain to overcome the challenges they were facing. Let’s look at the dilemma pyramid the company was stuck in when it came to managing their customers:

  • Overall user experience for customers was unsatisfactory, there was no excellent or out of the way support being offered to customers.
  • Company’s in-house repair facility was made up of technicians and experts who were tracking their jobs and tasks on paper. There was no such thing as online documentation. You can imagine the amount of effort and time paper tracking on a daily basis must have cost.
  • Slow mobile app sync-up, which ranked it low in terms of being user friendly.
  • Call center and repair department suffered from frequent downtime, decreasing overall efficiency.
  • There was a lack of speed, functionality, scalability and connectivity when it came to the mobile app. Customer were missing out on getting a good full-mobile experience.

A statement given by the CEO stated “In the past, big companies outcompeted smaller companies. But that’s history. Today, the fast companies outcompete the slow companies” Ulrik Nehammer -CEO of Coca Cola

He knew a change was needed, and it was needed fast. That is when the company decided to go for Salesforce Service Cloud. This way technicians were alerted in real time when it came to looking at customer’s inquiries and issues.

A Big Fix for Coca-Cola

Having the Service Cloud on board the next the company wanted to do was understand how to incorporate in a way that would help them better understand customers’ needs and cater to them in a more effective manner than before. Resulting in customers being catered to in a short period of time and having Coca Colas technical services productivity shoot up by 30%. Let’s go over some of the key points that contributed hugely to their excellence.

  • Customer satisfaction – More intimate relations with customer were built where there is one on one support available for all customers. Communication with customers through all channels was made available for e.g. video chat or agents, instantly guiding them to solutions.
  • Mobile App – With app mobile support customers were able to interact via live agent video chat, screen sharing and on-screen guided assistance. Having such easily available apps for customers meant customers were happier than ever.
  • Analytics – All information was no gathered and evaluated through custom dashboards which made it easier for the company to analyze past transactions, current actions and take actions from the location they were at. More informed and quicker decisions were made, leading to higher profitability.
  • Agent productivity is supercharged – Agents got all the resources and well, all the power they needed to become superheroes for customers. They head features like email-to-case, skills based routing and milestone tracking which helped them respond quickly and more efficiently on any customer channel. All in all, this helped lead to an increase in overall productivity and efficiency.

A statement was given which stated “This has been a massive step forward for us, I’m amazed how quick and smooth the implementation was.”  Andrea Malende, -Business Process Expert.

Why Salesforce Service Cloud

Boost Agent Productivity

Using Salesforce Cloud means agents will be able to work from anywhere at any time. Agent productivity has a direct bearing on customer’s satisfactions levels, the more emotionally intelligent and fast at getting back to customers the agent is, the happier customers he will make. Happier customers mean more loyal ones; more loyal customers mean higher profitability. Agents should be trained in a way that they understand customer’s issues from the word go, understand how the different resources they have around them will be used to cater to customers.

Streamline Omni Channel Engagements

Customer journeys are Omni channel, involving interactions across various touchpoint both online and offline. Customers browse products on a company’s website, compare it with similar products on an e-commerce mobile app, check out a demo in a physical store, and finally purchase it via the company’s social media handle. Having an Omni channel service solution is critical to ensuring a seamless customer experience and smooth handoff among agents servicing the customer on online and offline channels.

Effectively Use Service Data to Uncover Insights

In order to have long lasting impacts and optimized implementation it is important for service teams to use the right service metrics. Combining the right service metrics to create a service metrics strategy that aligns with the overall business goals is important. Once service teams have identified their priorities and goals, they can define the exact metrics that align with these, and measure the success of their service strategy and efforts.

Leverage AI to Improve Customer Service

Salesforce Service Cloud comes with an inbuilt Artificial Intelligence engine called Service Cloud Einstein. This acts as an agent’s smart assistant helping to deliver intelligent and fast service no matter how high the case volume may be. Einstein offers a unique set of tools that help agents work across the cases life cycle from the first stage, case creation to the very end, routing to resolution.

Why Rolustech?

  • All point Salesforce Services

    We have proven expertise in rendering end-to-end Salesforce services including Customization, Consulting, Development, Implementation, Integration, and Support.

  • Centre of Excellence

    We have a dedicated team of over 30+ certified professionals having comprehensive domain proficiencies.

  • Salesforce Partners

    We are a consulting partner with competencies offering a broad array of services.

  • Industry Expertise

    Expansive expertise in driving digital transition through Salesforce services across industries including healthcare, insurance, finance, gym, and law and many more.

  • Extensive Service Portfolio

    Comprehensive Salesforce consulting services and product customization portfolio spanned across Sales Cloud, Service Cloud, Marketing Cloud, Finance Cloud, Community Cloud, Non Profit Cloud, and Pardot.

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