Supercharge Your Agent Productivity & Customer Satisfaction with Service Cloud

Supercharge Your Agent Productivity & Customer Satisfaction with Service Cloud

Salesforce Service Cloud is available as Software as a Service. Service Cloud is built on the Salesforce Customer Success Platform, which provides you with a complete view of your customers and allows you to provide a smarter, faster, and more personalized experience. Salesforce Service Cloud allows you to develop a linked knowledge base, allow live agent chat, and manage case interactions all from a single platform. Based on his/her previous activity data, you may have tailored client interactions or even resell your products/services. It assists in making customer support instantly and efficiently by expanding customer retention, agent productivity, and faster case resolution.

Case tracking and a knowledge base are the common features available in Service Cloud. It also provides a number of other services that will allow you to give a unique client experience.

Need of Service Cloud

Need of Service Cloud

If your business is serious about customer service, Salesforce Service Cloud is the way to go. You will have various consumers raising problems and inquiries on a regular basis, regardless of whether you are in the B2C or B2B domain. Your service agents will get these tickets. You can track and address these issues more effectively with the aid of Salesforce Service Cloud. This is not the only approach to improving the consumer experience. Let’s take a closer look at how Salesforce Service Cloud is making an impression.

  • Increase Agent Productivity

Agents may work from anywhere using Service Cloud. With simple management solutions available (such as web-based applications, mobile devices, and knowledge bases), agent productivity is increased, resulting in lower agent overhead costs. Obtain Salesforce CPQ certification to demonstrate your knowledge of sophisticated billing procedures, invoice creation, and CPQ.

  • Utilize Social Media Platforms

It can act as a self-help customer support tool. Users can search your portal for solutions to problems, use it as a knowledge base, and even source answers from other community users. You’ll see significant improvements in service metrics, such as increased first-contact resolutions, decreased average handle time, and lower call and chat volumes.

  • Enhance client experience

Customer relations are significantly improved by contacting each customer one on one with live agents. You may improve your customer loyalty, happiness, and retention, resulting in repeat business from existing customers, a rise in your customers’ lifetime value, and favorable word of mouth for your company.

  • Enhance client experience

Customer relations are significantly improved by contacting each customer one on one with live agents. You may improve your customer loyalty, happiness, and retention, resulting in repeat business from existing customers, a rise in your customers’ lifetime value, and favorable word of mouth for your company.

  • Security

With the Service Cloud platform, your data is entirely safe and secure. It employs a multi-layered method to safeguard critical business information.

The Remarkable features of Service Cloud

The Remarkable features of Service Cloud

If your business is serious about customer service, Salesforce Service Cloud is the way to go. You will have various consumers raising problems and inquiries on a regular basis, regardless of whether you are in the B2C or B2B domain. Your service agents will get these tickets. You can track and address these issues more effectively with the aid of Salesforce Service Cloud. This is not the only approach to improving the consumer experience. Let’s take a closer look at how Salesforce Service Cloud is making an impression.

  • Omni Channel

With this capability, you can conquer as many communication channels as you desire. Online, e-mail, phone, web or mobile Live Agent conversations, social media (such as Facebook, Instagram, and Twitter), community sites, and even video chats are all possibilities. Furthermore, in addition to bringing cases from all of these channels into your Service Cloud, Omni-Channel automatically directs them to appropriate agents depending on complicated pre-set requirements.

  • Case Management

The Service Cloud Case Management solution manages the whole case lifecycle, including creation, prioritizing, assignment, escalation, reassignment, and closure. Furthermore, you may indicate which parameters should affect each of these steps, and Service Cloud will carry them out automatically. For example, if you want case priority and type to determine which agent is assigned to the case, Service Cloud will assess this information and activate the relevant allocation mechanism.

  • Service Console

This is the optimum personalized work environment for each agent. The Service Console displays each case in a very convenient manner. Aside from displaying case status and history, it also displays the customer and/or account information and allows agents to search for relevant knowledge articles from within the case record.

  • Knowledge Base

Service Cloud allows you to create a complete knowledge base for your service agents to help them locate answers and deal with problems more quickly. And the ability to analyze how valuable each knowledge piece is may make the base even more useful if the less useful articles are improved properly.

  • Process and Routine Automation

Service Cloud automates processes via workflows, approvals, macros, email templates, and other tools.

  • Service Analytics

Service Analytics powered by Salesforce Einstein is available to both service agents and service managers and gives insights on department and agent performance. Reports of varying complexity are available.

  • Field Service

Service representatives must sometimes collaborate with field employees to solve a situation. This is what Field Service enables. Users of the Service Cloud can make appointments for field employees, manage their schedules, track component or material usage, and so on.

  • Einstein Bots

This is the optimum personalized work environment for each agent. The Service Console displays each case in a very convenient manner. Aside from displaying case status and history, it also displays the customer and/or account information and allows agents to search for relevant knowledge articles from within the case record.

  • App Builder

If you are still missing anything with all of this Support Cloud capability, you may use this feature to construct your own Salesforce customer service apps.

  • Self-Service Communities

The Service Cloud enables the creation of self-service communities. Customers can use them to explore your knowledge base and seek solutions on their own. To improve the community experience even more welcoming, you may include a chat feature that allows users to easily ask agents for assistance if they cannot discover it on their own.

Benefits of Service Cloud

Benefits of Service Cloud

Services offered By Us

Services offered By Us

  • Service Cloud Implementation Services

  • Service Cloud Consulting Services

  • Service Cloud Accelerator Package/Quick Setup

  • AppExchange App Development

  • Service Cloud Integration with other Clouds and other 3rd party tools/systems