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Win at Customer Service in an Omni-Channel World with Salesforce Service Cloud

An Omni-Channel World

The use of social networking via smartphones were unheard of a decade ago. This rapid evolution of technology has led to a paradigm shift in the challenges faced by companies seeking to engage with its customers—existing and potential—in a meaningful manner.

Technology has also led to the development of an omni-channel world where customers watch advertisements on television and on YouTube, hear about offers on the radio, check out feedback from actual customers on social media, and use smartphones to compare prices between brick-and-mortar retailers and online stores before finalizing the purchase.

With existing and potential customers using multiple channels simultaneously, businesses implementing independent strategies for different channels are unlikely to enjoy sustainable growth. Businesses must have an integrated strategy covering online, offline, virtual, and real channels for seamless customer service.

How Can Salesforce Service Cloud Make a Difference?

Salesforce Voice of the Customer Survey Results May 2015

Average Percentage Improvements in Service and Support Performance Metrics

48% faster case resolution
48% decrease in time to first response
47% increase in first contact resolution
47% increase in agent productivity
45% decrease in service/support cost
45% increase in customer retention
45% decrease in average handle time
45% increase in agent ramp time/onboarding
45% increase in customer satisfaction

Salesforce Service Cloud can help businesses enjoy the following benefits:

  • Intelligent Agent Console

An agent console presents all relevant customer information including contact information, product information, billing activity, and even social profile—making service agents work smarter and faster. High priority escalating cases are pushed into the feed so agents can create work orders and assign field technicians to solve a problem right away.

  • Intelligent Service Agents

Service Cloud supports the agents with tools that help them find the most relevant resources and case history. The agents are able to give every customer the most informed answer and personalized user experience.

The data and analytics are no longer available to just the data analysts. Service agents gain insights from reports and customer survey data and use the information and knowledge to serve customers better.

The intelligent service agents are completely empowered helping them create a great customer experience.

  • Social Integration

Since social customer service is an integral part of Service Cloud, agents can engage with customers and have access to all relevant details of the engagement irrespective of the current choice of channel—email, phone, chat, social network, or community. Customers may send queries through email and follow up with additional questions on Facebook. Service Cloud enables service agents to cater to social customers switching between different channels or communicating through multiple channels simultaneously.

  • Greater Scalability

With steady increase in number and complexity of channels, Service Cloud will allow business to implement diverse and versatile customer engagement and handle varying volume of activity without compromising on efficiency. Service Cloud is a part of Salesforce1 platform that grows with the business, which ensures companies don’t end up facing the situation of having grown too quickly in a very short period of time.

Conclusion

Leveraging omni-channel engagement and offering a seamless customer service set your business and your brand apart from the crowd. Businesses are recognizing that merely providing a quality product or service is inadequate. Today, businesses have to combine great products with top-quality customer service to keep their customers happy. Now more than ever, businesses of all sizes need Service Cloud and its tools to ensure the best customer engagement and customer experience that will ultimately enhance brand’s credibility, capture the attention of prospects, and win the loyalty of demanding customers.


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