Today’s customers have more choices than ever before. Thanks to the Internet, we can shop and buy anything from almost anywhere. And once we have decided what we want, we want it quickly and conveniently delivered right to our doorstep.
It is valid for both B2B and B2C customers.
Since we live in an omnichannel world, it is essential to deliver consistent shopping experiences during each customer contact across all touchpoints online chat, email, social media, mobile phone apps, and even customer care center. As a result of this omnichannel client experience, customer service agents are overwhelmed with information. Workers’ paradise? Not so much.
Access to this information is key to providing great experiences across all channels, but it is also both time-consuming and challenging for support teams to sift through millions of lines of legacy data in spreadsheets, databases, or worse, siloed systems that do not talk to each other.
Now, help desk agents can access critical customer information in one place and view it alongside social conversations or interactions with customers on websites or mobile apps without ever having to leave the app. When an agent is ready to solve a case, all the relevant data needed to solve the client’s problem is at his fingertips. Salesforce Service Cloud also allows agents to work with customers on multiple channels while staying within the same case, helping them better understand customers’ issues and solve problems more quickly.
Now that is what we call a robust omnichannel customer service solution!
A successful business today embraces the need for flexible, multi-channel customer service. Whether it is the new mobile app you just launched or an ageing customer support system with millions of lines of static data, Salesforce Service Cloud makes it easy to deliver consistent omnichannel experiences across all your customer touchpoints, so you can always provide excellent service.
Companies are increasingly investing in making it easier for customers to interact with them through multiple channels, such as social media and websites. Various studies on the customer experience have shown that 71% of consumers would recommend a brand after a positive customer service experience. According to a PwC report, Omni Channel investment bumped to 80% in 2020. So, it is all getting high, and more businesses are getting it.
Salesforce Service Cloud offers the right tools and features to improve your ability to respond to this trend by making it easy for your business to embrace and provide omnichannel customer service.