1. Improve Customer Satisfaction by Tracking Cases
Salesforce Service Cloud provides a way to manage all cases coming into your support department. You can track issues as they arise and view their root causes using Digital Analyst. Since these case details are stored on a cloud-based platform, anyone from different teams, such as sales, marketing account executives etc., can access this data anytime they want. This gives them quick insight into customers issues and helps them suggest the proper response.
2. Bring Service Reps Together
Salesforce Communities connect employees across your business, so you're more productive when solving customer issues. When a customer opens up a support case or posts feedback in one of your communities, everybody is notified about it through email alerts. For example, if Marketing has asked IT to fix an issue that prevents their new content from going live on the website, team members can resolve this even before the user starts complaining about it.
Using Salesforce Lightning for Outlook, you can easily attach Service Cloud records like cases and call logs to emails and share them with your team. This allows you and your colleagues to view all customer interactions in a single location and respond accordingly.
3. Leverage Structured Knowledge
Unstructured and overwhelming knowledge repositories in your support centre can exterminate the user experience of customers looking for answers themselves. Salesforce Service Cloud embedded knowledge blocks help agents provide quick resolutions through accurate information organized into topics, providing users with relevant results within context.
4. Provide Faster Service with Live Agent Chat
With Live Agent Chat, customers can quickly contact your agents via chat to receive an immediate resolution for their queries. All conversations are automatically logged in Service Cloud so that the team have all the details regarding customer interactions right at their fingertips. If a user posts a question on one of your communities, agents can quickly respond to it without opening up service cases.
5. Enhance Customer Experience by Measuring Performance
With Salesforce Service Cloud, you can measure how satisfied customers are with various segments in your business like sales, support, and marketing, using Social Studio Live. Using this information, you can easily create reports that will help enhance customer experience by providing insights into any issues faced by customers during their interactions with different teams in the organization. Collecting feedback is easy too; you can request customers to leave reviews on various community forums or use mobile surveys that can be distributed via email.
