Small and Medium-Sized Enterprises are steadily coming to terms with the advent of a “digital revolution” when it comes to dealing with unprecedented situations and disruptions. The only issue for SMEs might not be to retain its customers but also deliver better customer service through an intelligent and efficient customer service process.
Delivering enterprise-grade customer service during unexpected conditions is also a challenge that SMEs are more than passionate about overcoming, whilst exploring the possibilities of a high productivity process that strengthens business-to-customer relationships. Today, with a plethora of tools at their disposal, SMEs can step up to whatever new challenges are put in front of them. Here is how Salesforce Service Cloud is helping service agents of an SME deliver top-notch customer service;
Delivering intelligent & productive on-site service
Salesforce’s Field Service Lightning allows you to create and manage orders for field service operations. You can instantly view knowledge articles and track SLA compliance. Field service uses intelligent scheduling to route jobs to appropriate resources, based on skills, time, and location.
An integration with Einstein Analytics helps you identify problems immediately and suggest solutions while giving real-time visibility of KPIs and operational performance.
Know everything about any case
Gone are the days when your customer service agents had to go through a horde of documents to find relevant information on a customer case. The Service Cloud has case management tools that allow your agents to access all the information about any case, in just a few clicks.
You can even distribute leads or cases, and arrange them based on priority. This is just one of the tools that make customer service automation a coveted necessity.
Social media has become a platform overflowing with customer service complaints. Thankfully, with Salesforce Service Cloud, you can stay connected to your customers and solve their cases with a few simple clicks.
The Omnichannel Routing feature makes sure that service agents are connected to their customers through all social media platforms, emails, phone numbers, and so on. This way the entire process of managing queries is highly productive.
Reduced time and effort
The gist of using CRM tools and employing customer service automation methods is to make the best of shifting market conditions. The market calls for quicker and more efficient ways of customer service – a feat that is quite achievable with CRM tools, such as the Service Cloud Einstein.
AI and chatbots have become an inherent part of customer service. CRM tools make use of the same, to help customer service agents answer FAQs. If required, the tools can automatically assign the query to the respective agent. Process automation features like this help solve customer queries faster, without expending any of the service team’s energy.
Quicker access to relevant information
There are many times when your diligent customer service agents need to check some data or take the time to research before they can successfully solve a particular query.
The time and effort taken to do this can be cut short by large amounts through a seamless customer service solution. These tools provide a massive knowledge base to rely on so that your agents don’t have to waste any time looking for information. Tools like this boost service agent productivity by exponential amounts.
Insights through analytics
CRM tools offer valuable and reliable data on leads, sales, feedback generated, ongoing cases, and so on. Insights through sales and service analytics assist your agents as well as your service managers, to provide better customer service.
CEPTES is a leading Salesforce service provider that has led many SMEs to the doorway of success, through Salesforce’s sales and service automation tools, as well as the cutting-edge/robust Service Cloud offerings. To start delivering exceptional customer service leveraging the power of Salesforce Service Cloud, get in touch with our certified Service Cloud experts.