It is equally important that a company provides excellent service to its customers as it does to deliver quality products. In addition, customers are less loyal to brands than ever before, so they gravitate towards companies that offer the best service. 84% of customers say brands fail to provide consistent experiences across channels. Why? Increasingly disconnected departments, siloed data, disparate point solutions, and manual processes are holding companies back from meeting changing expectations.
Digital transformation is the key to solving these issues. But sometimes that’s easier said than done. Companies that are just getting started may not have the resources to develop a new solution. In larger organizations, it is often difficult to integrate legacy systems across departments and divisions. Everyone is challenged by staffing shortages and concerned about adding new responsibilities to already overtaxed employees.
Whether you have agents in your call center or service professionals on the field, all have easy-to-use tools to make their work easier and more efficient. Connected, personalized service across every touch point and AI-powered workflows help customers get answers faster and easier.
Businesses can easily add functionality as they grow and their needs change. It can be implemented quickly and easily without extensive coding and configuration resources. A robust ecosystem of pre-integrated and prebuilt partner and ISV apps is included on Salesforce's platform, along with configurable, composable apps and services.
The customer journey is increasingly omnichannel. In fact, 74% of customers have used multiple channels to start and complete a transaction. Through Service Cloud, you can unify every channel on a single platform to drive omnichannel engagement. You can deliver faster service with chatbots that handle common requests, initiate processes, and collect information prior to agent handoff. Providing 24/7 access to relevant content and mission-critical data is also vital for customers, who tend to prefer self-service options. With a customer service CRM’ guided process automation, you can provide these self-service options.
Salesforce customer service CRM allows you to enable end-to-end process automation and create a 360° view of the customer. To power seamless multi-system workflows, pre-built connectors and reusable APIs enable you to connect data and logic from any third-party system. Build a process once and then extend to any touchpoint for a seamless experience. Streamline cross-departmental productivity with a connected platform that mobilizes your entire organization.
Both customer and employee needs have changed dramatically in recent years. The contact center hasn’t always kept up. Salesforce customer service CRM lets your people deliver fast, efficient multichannel experiences to customers, whether in the office or on the road, with a unified agent desktop. 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.
Customers expect more from field service professionals, including personalized recommendations and real-time ETAs. A customer service CRM helps you deliver the experience they want by connecting field service operations to core service and support operations. By leveraging customer insights and data across your services teams, you can elevate in-person and virtual field service. With a customer service CRM it is possible to provide real-time appointment updates, mobile worker information, and virtual troubleshooting to customers by meeting them on their preferred digital channels and streamlining scheduling.
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. A customer service CRM provides agents and field workers with a single source of truth across all touchpoints enabling service workers to engage customers through trusted and proactive service. In the same time, 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.
As a Salesforce official reseller that specializes in Telecom, Banking, Insurance, Food & Beverage, Pharma, Aviation, Online, Utilities, Government, Ports, Holdings, Gaming industries and with teams certified in all Salesforce areas: Salesforce Sales, Marketing Cloud (B2B and B2C), Service Cloud, Community, Platform, Heroku, Commerce Cloud, can implement Service Cloud quickly and efficiently. We’ll help you deliver great service, and drive loyalty, from anywhere.