Salesforce Service Cloud
Streamline and Power Support
Salesforce Service Cloud sharpens your competitive advantage by providing a virtual collaboration space for experts to route, respond to and follow up with customer service requests in a fast-paced mobile environment.
Virtual Collaboration Spaces
Salesforce Service Cloud sharpens your competitive advantage by providing a virtual collaboration space for experts to route, respond to and follow up with customer service requests in a fast-paced mobile environment. Mitigate concerns and facilitate problem solving quicker, driving down case volume while boosting your customer satisfaction rate and driving repeat business, all with support you can trust from an expert Salesforce consultant.
Representatives can use Radian 6 for the Service Cloud to organize, track and manage social posts right within their existing Salesforce1 platform, integrating with Social Hub to prioritize requests based on post characteristics, such as specific words or number of social media followers, routing requests to appropriate team members best suited to respond. Service Cloud’s single console manages all cases, including online, phone, e-mail and web chat, allowing agents to respond to customers on the same channel as the original request without leaving the Salesforce platform.
With users relying on multiple channels to submit requests and post questions, it is as important as ever for your team to be readily available, branching outside the traditional customer service desk into the mobile environment. Whether in the field, at home, or in a meeting, agents can respond to issues, collaborate on solutions, update case statuses, review performance metrics, and schedule follow-up tasks directly from the Service Cloud application on their mobile device. With data accessible from CRM, custom and third-party applications available via the Salesforce App Exchange, service tools can be customized to best fit the needs of your organization, ensuring seamless integration into existing business models.
While Sales Cloud equips your agents to directly respond to customer requests, it can sometimes be helpful for users to connect and communicate with each other, drawing upon shared experiences to offer advice and troubleshooting support. To this end, the tool provides a searchable online database that combines support articles, such as product guides and corporate policy reviews, with a community chat forum.
The best answers that generate the greatest success are published into a library accessible for future reference. This knowledge base can be accessed from users’ desktop, mobile device or social media sites for instant access to a wealth of product and service knowledge. All unsolved issues are immediately routed to your team for a response, which can be posted inside the community for all users to see. Managers can develop premier communities for higher valued customers, where they can share tailored promotional deals, assign special concierge agents, and share industry trends.
Agent Console and Collaboration
Sales Cloud’s Agent Console provides a consolidated point of reference for all service requests, quickly providing the status of each, along with detailed customer information, including product history, billing information and contact data pulled from CRM.
When a call request comes in, this information is automatically displayed, so agents are ready to respond with solutions adapted to the user’s specific case. Requests can be escalated, and other agents can be directed for support, all from within the console, increasing your team’s productivity and providing managers a clear view of agent performance.
Flexible, Cloud-Based Architecture
Service Cloud’s virtual environment makes it an optimal choice for any call center, from small businesses to large enterprises. Cloud-based, it saves on costly customer support software, and its intuitive design means less time learning lengthy processes and more time interfacing directly with customers.
As your business grows, the solution can be adapted to meet your expanding needs—simply add more seats or upgrade to the next version, ensuring continuity of operation. Its drag-and-drop forms allow customization, with the option to create new applications specific to your organizational needs, increasing team flexibility and creativity.
Built upon the Salesforce1 platform, Service Cloud integrates customer support data directly with sales and marketing knowledge and metrics stored in CRM, providing a complete view of customer preferences, decisions and issues for total lifecycle management.