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In today’s era of cut-throat competitive era, businesses need to focus on providing uncompromised customer service to their clients. Given the significance of customer service in uplifting brand value, personalized customer service and omnichannel experience are quickly gaining traction. To provide hassle-free customer support, organizations require an efficient and trusted customer service platform such as the Salesforce service cloud platform that is built on the SaaS model.
As one of the top customer support solutions, Salesforce Service Cloud has the capacity to provide instant and intelligent customer support. The platform allows organizations to scale their operations efficiently and quickly while fulfilling their current and future requirements. The Salesforce service cloud augments the customer service of an organization with live agent support, in-app support, knowledge centers, and communities. To know more about this platform, it’s prudent to seek advice from a reliable Salesforce consultant.
Why is Salesforce Service Cloud Considered the Best Customer Service Solution?
Salesforce service cloud is considered to be the number one customer service solution due to some of its key features that empower agents to respond to customers quickly and efficiently and across all channels. Listed below are some of the key features that make this a preferred customer service platform:
Lightning Console: This feature helps in unifying agent experiences by gathering details from case histories, customer profiles, and dashboards.
Live Agent: This enables a customer to connect to a Service agent in real-time via the web while offering multilingual support. With this, a one-to-one chat is instantly enabled from any device and can be routed easily to subject matter experts.
Communities: The communities provide customers a place to find answers to their queries from like-minded people. Employees and customers are able to help themselves when they are a part of the community.
Knowledge: Agents are able to access and provide the right answers to customer queries with this feature. Agents are also empowered to share information with other channels, which helps them to contribute to the knowledge base.
Service Wave Analytics: This is the first App that brings the power of analytics to the Salesforce service cloud. It enables service managers to keep track of case management, channel optimization, and agent efficiency.
Omni Routing: This feature allows the auto-routing of workload to the available and experienced agent. Administrators are now able to configure Salesforce service cloud to allocate workload based on employee skill set, accessibility, and their ability to manage incoming work. It also ensures that immediate attention is given to high priority work.
Benefits of Using Salesforce Service Cloud
Customer Data Security: Service Cloud uses a multilayer approach to protect sensitive data from getting compromised. As a result, customer data, communication data or any other type of data are entirely safe and secure with the Service cloud platform.
Improves Agent Productivity: With service cloud agents get the flexibility to work from anywhere and on any device. This increases agent productivity and ensures that prompt response to customer queries are provided, which reduces agent overhead costs.
Improved Collaboration: This platform allows teams, departments, clients and the whole business to connect and share information. Agents are able to create solutions that are tailored to resolve customer problems as they are able to receive training based on current trends and policies. With this customer interaction will appear to be spontaneous and natural.
All Customer Data in a Single Place: All customer related data can now be accessed easily from a single place as service cloud houses all the data under one-roof. This varies from case management files to queue handling besides things like pre-built integration apps, integration with legacy systems, routing and escalation.
Final Words:
Salesforce Service Cloud can be leveraged by businesses to provide superior Support to their Clients by providing access to a wide range of tools. Besides ensuring operational efficiency, the platform also helps in improving the brand value of a company. So, make sure you get in touch with an experienced and certified Salesforce partner if you have made up your mind to implement this platform.
About Author
Jaya is a content marketing professional with more than 10 years of experience into technical writing, creative content writing and digital content development. Her decade long experience lends her the ability to create content for multiple channels and across different technology verticals.
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