salesforce development

Any company, regardless of the products or services it might be offering, works for one common goal and that is to offer value for its customers. It is significant for all companies to connect with the customers regularly. For this reason, customer service is one of the most important and massive undertakings for any organization. It is necessary to employ the tools that deal with customer service support needs as the company goes bigger.

There was a time when companies resorted to hiring more and more customer service agents to ensure that the needful gets done. However, technology has grown and improved manifolds in the times that we are living in today. Hence, tools like Salesforce service cloud are no less than an excellent solution to deliver exceptional customer service.

With the implementation of Salesforce service cloud, the companies will no longer feel a need to hire any additional customer support representatives because they will realize that their existing team can do a lot more with better resources and strategized data automation. In fact, the salesforce services are such that their magnitude grows with business development. Companies can keep customizing their systems for meeting their needs easily because of a strong foundation.

Now that we have gained a background on its impacts, let us first understand the meaning of Salesforce Service Cloud in complete detail.

What is Salesforce Service Cloud?

Salesforce Service Cloud is a SaaSplatform offered by Salesforce. It is created on the Salesforce Customer Success Platform and gives you a complete view of your customers while enabling you to offer smart, quick, and much more personalized service.

The Salesforce services of service cloud can form a connected base and enable live agent chats, manage case interactions, all within one platform. It also allows having a personalized customer interaction or even up-sell the product services based on the data of the past activity.

Features of Salesforce Service Cloud:

1. Managing Customer Support Experience: The support teams are collaboratively responsible for one of the most important touchpoints of the customer experience. It is the supervisors of the customer service team who have a challenging job of making sure that everyone focuses on responding to the right customer problem and in a justified amount of time.

The support teams are in frequent need of insights on the ongoing trends and standards for ensuring better management and optimization of the support processes. This includes the trends for new cases opened, any cases closed, and the resolution times across a period of time for the measure of throughput. The case volume can be considered by the support channel, kind of problem, and the severity of that problem for being standards of product/service improvement opportunities.

Now, with effective implementation of the Salesforce Service Cloud, one can set up discrete support processes for different kinds of problems to represent the differences in addressing the difficulty of any problems. Furthermore, it is also easy to explore different priority levels and support channels for distinguishing any problem type. Other custom attributes can be set up for being relevant to a specific support experience of a business. One can then turn around and create a dashboard of relevant metrics and KPIs for directing the focus of the support team.

2. Queue Workflow and Escalation Rules: With the use of automation tools such as the process builder and the workflow rules, the Salesforce Service Cloud features can help in automating the entire process of moving the customers from one stage to another while eliminating any responsibility of manual oversight. It is this functionality that also allows management to easily track the key customers such as the time taken for the first response and the time to resolution.

Furthermore, the escalation processes enable the management of a company to keep tabs on the products and possible concerns that might be responsible for not getting the right traction. One can define the escalation rules for automatically reassigning the case to a much more experienced agent or a supervisor so that the right kind of attention on vexing cases can be created.

Taking important learnings from the escalated cases helps in becoming a great way to find any underdeveloped support areas in which the support agents might need additional training in addition to specifying the staff members who might need additional coaching.

3. Service Analytics: Powered with the help of Salesforce Einstein, the Service Analytics is an extension of salesforce development that is easily available to the service managers and the agents. It provides very important insights into the performance of the agents and their departments.

Checking the reports of wide complexities becomes rather simple with the help of Service Analytics. Either it can be a report on the first contact resolution rate or on the number of case reassignments over every case type depicting the rate of average customer satisfaction as well as agents who strategically reassign cases more than a certain time in a week.

Other than reporting, the Service Analytics can also give recommendations on what an agent should be doing or saying for improving the customer satisfaction rate.

4. Process and Routine Automation: With the help of Service Cloud, a person can easily automate the process of using the workflows, email templates, approvals, and more. For instance, when the customer is extremely dissatisfied with the support services of a service agent, the process and routine automation help in stating that an immediate customer incentive is needed.

Salesforce sends an Incentive approval request and when the approval is granted, the required incentive is offered to the customer over the email. Another example could be that if a customer service agent sees that there are almost eight similar cases into the system, the Salesforce process and routine automation can be used to run a bulk macro for answering all of them simultaneously while resolving the case. On running another macro, the cases will be solved. This automation process helps in saving the time of agents and managers considerably.

5. Customer Account Portal: At the present time, customers expect more than one support channel for reaching out to the customer service. The customer portals are extremely helpful in facilitating this support in a world that is digitally connected. There are some companies that choose to empower their customers with self-service capabilities. These companies are of the opinion that when they deal with the customers themselves, it saves everyone’s time and energy.

The customer account portals also work well for tasks such as fixing appointments, paying bills, checking an order, and much more. This is all the more useful for supporting teams as a case deflection mechanism that reduces any extra costs.

With the help of Salesforce service cloud, it is possible to make the customers go through a self-service flow that is driven by a knowledge base included with the community. The customers can leverage existing knowledge either by allowing the support agents to resolve similar issues or by having other customers get the answers quickly. The support agents can then avoid getting over stacked with the common issues that have well-documented resolutions.

6. Knowledge Base: The implementation of the Salesforce service cloud also helps in offering a knowledge base solution that services as a repository of information for representatives who can access a wide pool of answers that they might need to serve the customers in the best way possible.

The knowledge base allows the representatives to search for effective solutions anytime when a customer begins to outline a problem. This feature serves as a center for all the documents to ensure that they remain specific and updated just as things shift and change within a business.

In addition, the knowledge base is also helpful for the organizations that use a self-service company portal. It is generated by the support agents or the peer-to-peer customer communities who can provide self-service to the customers. One can decrease the support costs in the form of a decreased volume of cases at any point in time.

7. Email: At the present time, so many customers are in the habit of sending an email and then waiting for a reply. This is because it is simple and can be done in the blink of an eye. In this scenario, it is important for companies to understand that they cannot keep the customers waiting for an answer.

Since it can be a challenging task to reply to each and every email separately, the Salesforce service cloud feature comes with an auto-response capability for the cases, which makes it very easy to send a case creation confirmation email to the customers. Moreover, the service cloud allows the customer service agents to respond from the case itself while the customers respond from their emails. Salesforce routes the emails of the customers back to the case so the agent can continue email back and forth the issue resolution. All of this gets technologically tracked and chronologically viewed in the case feed.

The application also inspires the creation, storage, and use of email templates for standard email responses to common case types. Beyond that, the support agents can create macros to record their repetitive actions and execute a set of actions just as needed by running the macros.

8. Omni Channel: Salesforce Service Cloud offers the feature of Omni-channel which helps in offering customer support through the numerous communication channels. Beginning from email, phone, and live agent chats through the web to the video chats, social media channels like Facebook, Instagram, Twitter, and more, the Salesforce service cloud helps in covering all channels.

The service cloud brings cases from a different set of channels and delegates them to the rightful customer service agents dependent on the preset conditions.

Conclusion:

The implementation of the Salesforce service cloud is a great option for all organizations that are looking forward to upscale their level of business. In addition to streamlining the customer service operations, it also ensures that the brand value of a company rises to greater heights.

If you wish to implement the Salesforce service cloud in your organization then Encaptechno comes with a team that has a wide experience of providing the Salesforce implementation services. Get in touch with the team to know more.