Salesforce Service Cloud
Salesforce Service Cloud is customer service software that helps to make customer support quick and efficient. And it does so in multiple ways*:
increase in customer retention
increase in agent productivity
faster case resolution
*Source: Salesforce.com Customer Relationship Survey
With this feature, your customer support will conquer as many communication channels as you want. It can be web, email, phone, web or mobile Live Agent chats, social media (Facebook, Instagram, Twitter, Google+, and Sino Weibo), community sites, and even video chats. And besides bringing cases from all these channels into your Service Cloud, Omni-Channel intelligently routes them to appropriate agents based on complex pre-set conditions.
Service Cloud Case Management covers the whole case lifecycle: creation, prioritization, assignment, escalation, reassignment, and closure. Moreover, you can specify parameters that should influence each of these stages, and Service Cloud will perform them automatically. For example, you want case priority and type to determine what agent gets assigned to the case, so Service Cloud analyzes this info and triggers the appropriate assignment mechanism.
This is the ultimate personal work space for every agent. Service Console provides a very convenient view of each case. Apart from showing case state and history, it depicts customer and/or account information and enables agents to look for needed knowledge articles right in the case record.
To empower your service agents to find needed answers and deal with cases faster, Service Cloud enables creating a comprehensive knowledge base for agents. And the ability to assess how useful each knowledge article is can make the base even more helpful provided that you improve the less useful articles accordingly.
Process and Routine Automation
Service Cloud offers process automation using workflows, approvals, macros, email templates, etc.
See how it works
For example, a customer is highly dissatisfied with support and service agent Greg states that a certain customer incentive is needed. According to a workflow, Salesforce sends an Incentive approval request to Greg’s manager Jane. When she grants the approval, Greg offers this incentive to the customer by choosing and sending an appropriate email template. Another day in customer support: Greg sees that 7 similar cases came into the system. He runs a bulk macro to answer to all of them simultaneously, which resolves the cases. Then, he runs another macro to close the cases automatically. These types of automation save agents’ and managers’ time substantially.
Being available to both service agents and service managers, Service Analytics powered by Salesforce Einstein provides insights into department and agent performance. You can see reports of different complexity.
It can be a report on a first contact resolution rate. Or on the number of case reassignments per each case type depicting an average customer satisfaction (CSAT) rate for each case type as well as the agents who systematically reassign cases more than a certain number of times a week. Besides reporting, Service Analytics can give recommendations as to what an agent should do, say, to improve CSAT.
Sometimes, to solve a case, service agents need to cooperate with field workers. This is what Field Service allows doing. Service Cloud users can order field workers’ appointments, manage their schedules, track part or material consumption, and so on.
Service Cloud provides the possibility to create self-service communities. Using them, customers can access your knowledge base and find solutions by themselves. And to make the community experience even friendlier, you can add a chat to it for customers to conveniently ask agents for help, if they find none on their own.
In some cases, your chats can be powered by Salesforce Einstein. This will free up some of your agents’ time and provide customers with answers to trivial questions about, say, an order status, flight details, etc. And only if your chat bot can’t help, it will transfer customers to the agents competent in the area of the customer’s problem.
If you still lack something in all this Service Cloud functionality, you can order your own Salesforce customer service apps to be created using this feature.
And if you integrate your Service Cloud with Sales or Marketing Clouds, even more possibilities become available:
- Thanks to your Sales Cloud data, agents will get a better picture of customers’ history with the company. In its turn, Service Cloud data will help your sales managers track how customer service affects customer retention.
- With Service Cloud data, you can use Marketing Cloud to analyze how customer service affects your company’s brand image. And based on the data about the problems that customers experience with your product/service, you can tune your marketing campaigns and form new product or service packages.
Or you can integrate Service Cloud with other CRM and marketing tools to polish customers’ experience with your company.
Insufficient accessibility of your customer service leads to customer churn.
With Salesforce Service Cloud, your agents don’t have to juggle applications and devices and no longer need to put customers on hold. Salesforce customer service allows working with multiple communication channels right inside the platform and easily directing calls, chats, etc. to other agents. Due to Computer Telephony Integration, Omni-Channel, Web/Email Case Capture, and other similar features, you can tie your company’s phones, website, self-service community, social network accounts and much more to your Service Cloud. And besides that, based on a case type, the captured cases can be efficiently distributed among competent agents. So, your customers will be able to contact your support via any channel of their choice and receive a prompt answer.
Extremely long case resolution time or frequent inability to resolve a case results in low customer satisfaction.
Service Cloud Case Management allows automating all case procedures (assignment, prioritization, escalation, etc.), which reduces human error and increases work productivity. For example, to provide faster resolutions, Service Cloud can assign cases based on agent competences and enable knowledge search right in Service Console. Productivity tools like macros and email/message templates save agents even more time to focus on speeding up customer problem resolution and increasing customer satisfaction rates. However, sometimes, there can be absolutely nothing your agents can do to resolve a case. For such situations, you can set up a clear incentive offering procedure to relieve customers’ heavy feelings.
Inability to properly monitor and manage customer service.
While agents perform their daily duties, Service Cloud gathers data on their performance as well as monitors the performance of an entire customer service department. Using this data, agents and managers can see or create reports on any field in the platform as well as use formulas for more advanced reporting capabilities. If this functionality doesn’t cover your needs, you can also use Service Analytics that will reveal new levels of Salesforce customer service insights, such as communication channel reviews and predicted CSAT rates.
Service Cloud can offer quite a set of capabilities for your customer service. But this set is not ready-to-use. It is more like a Lego kit for your future customer service abilities. And it needs to be carefully arranged, adjusted, configured and sometimes even substantially reworked to make sure your business gains the most out of it. Regardless of your stage in the Salesforce-related decision-making process, ScienceSoft is ready to help. The scope of our main Service Cloud services includes: