1.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 and finally know how to offer contextualized support.
Before understanding how an agent’s productivity can be increased it is important to understand the nature and aspect of their jobs. Turning a blind eye to some of the common challenges that hamper their productivity means you will not be able to find the right solution for them in the first place. Some of the challenges that agents face is:
- Click fatigue: Agents get tired of endless navigation that requires them clicking away for the whole day. Having to click too many times just to access records, fields and buttons to solve a customer issue can be very monotonous and boring.
- Manual copy-pasting: Agents have to repeatedly copy-paste internal notes, email signatures, and message content that they have to use in more than one place. Apart from this they have to key in the same information such as a customer’s name and case number every time they need to retrieve related data.
- Repetitive tasks: Agents are like robots, having to repeat the same tasks over and over. All time is spent on repetitive everyday chores like field updates, email responses and messages, leaving them no time to get headspace or think of new ways on how the business can grow and achieve bigger goals.
Such is the importance of having the right tools and resources at your disposal. Salesforce Service Cloud allows you to automate such repetitive processes and helps customer information be on the fingertips of agents. This amplifies agent and team output and enhances the customer experience.
That is where Service Cloud Lightning Console comes in: a solution that every agent can bank upon while working in a fast-paced customer support center environment.
Service Cloud Lightning Console
Here are the top service console features that can simplify your agents’ life and elevate their performance and team output:
Quick Text feature can be used to insert predefined messages, such as greetings, short notes and answers to common questions in emails, chats, tasks etc. This way, an agent can create and share standardized messages without having to retype everything from the beginning or in fact even have to copy paste, which mind it, becomes super boring after some time.
Running Macros means there are a set of instructions that tell the system how to complete a task with the help of using the utility bar on Service Cloud Console. Macros are run for all repetitive tasks such as updating case statuses or sending emails to customers. What’s better is that agents can get a predefined set of instructions executed on an open record with a single click.
Quick Actions can be created for the most important tasks that agents need to execute immediately. This feature helps in creating instant tasks, logging calls, creating or updating records, addressing queries, sending emails and helping in other tasks the agent needs to perform on a daily basis. It also allows predefined values to be set for each action. Let’s take the example of an agent creating an action called ‘Close Case’, they can predefine the Status field value for this action as ‘Closed’.
Email Templates and Notifications
To make the response time faster, agents can use predefined emails, which are email templates provided in Service Cloud. These templates can be used as they are or be customized and personalized before sending. They can be inserted in macros that include instructions for email actions and inserted in quick actions that include predefined values for those email actions.