Customer service is going to be the biggest growth factor in 2019 for businesses of every size. 2018 has witnessed a significant rise in the rate of companies that lead the way in customer service with the tools to keep their customers happy and create amazing customer experiences at every touchpoint. Salesforce Service Cloud adoption was it’s all-time high in 2018 and 2019 is going to be even bigger. The highly scalable and cost-effective platform for customer service offers organizations on the path to higher customer satisfaction with innovations like AI, in-app help, easy-to-use features, and highly customizable tools. Â Â
If we analyze the swiftly transforming business trends, ESMBs have started putting enormous efforts into shaping up their customer service teams and approach. Based on a SaaS model, Service Cloud is perfectly meeting the requirements by offering highly effective and productive customer service solutions on the cloud. In 2018, a huge number of ESMBs scaled their operations quickly and seamlessly to meet their future customer service requirements with the help of Salesforce Service Cloud. There are varied Service Cloud offerings like in-app support, live agent support, knowledge centers, self-service communities, and social media which help organizations enhance their customer service standards.
If you believe various industry leaders and reports, customer service is going to be a huge factor in any organization’s growth in 2019. Enterprises will invest a lot of cost and time in revving up their customer engagement and retention rate. The role of Salesforce Service Cloud will become extremely crucial in 2019. But, do you know how? How the world’s #1 CRM platform Salesforce can empower you to build amazing experiences around your customers? Let’s see how;
Lightning Service Console
The Lightning Service console offers your agents a unified experience by putting all the customer information (profile, case histories, dashboards) at their fingertips for a 360-degree view. This will enhance agent productivity as well as allow them to address specific customer requirements quickly.
Case Management
With this feature, you can resolve cases faster with easy visibility into the full context of all the cases and record of every customer interaction. All of these on a streamlined dashboard. This will automatically assign the right agent and will help you which case to focus and when.
Omni-channel Routing
Omni-channel routing will automatically route cases to the right agent with the best skill set in order to resolve them. Employees can update their status in real-time, ensuring that high-priority work always receives immediate attention. This will supercharge your overall efficiency, transparency, speed and will make your customers happy.
Telephony Integration
Service Cloud allows you to integrate with most of the popular CTI systems. This will log notes instantly when a customer calls with all related information and manage calls from within the console without touching the phone. This will lower your agent’s average call handle times and improve customer satisfaction.
Workflows & Approvals
Salesforce Service Cloud will customize and automate any customer service or approval process with drag-and-drop simplicity using Workflow. You can save time by automating your internal procedures and processes, including any additional approval steps required to keep things moving. This will make your service agents more productive.
Social Customer Service
There are multiple ways a customer can communicate with a brand. With the help of Service Cloud, you can monitor and respond faster to customer posts on various social media channels like Twitter, Facebook, Instagram, YouTube etc. As social customer service is an integrated, seamless part of the Salesforce Customer Success Platform, your social care team gains a comprehensive picture of the customer before responding. This true 360-degree view of the customer empowers agents with social media engagement, in real time, on the channels where customers are talking.
Custom Reports & Dashboards
Service Cloud helps you make informed decisions with real-time reports. You can track cases and customer information for a 360-degree view of the customer.
2019 – A Challenging year ahead
When it comes to picking the right platform for your customer service team in order to offer amazing customer experiences, the options and features available seem to change daily. Choosing the right platform will not only empower your customer service team but also help you improve customer experience and your business’s brand value. In 2018, Salesforce Service Cloud was the first choice option for enterprises of various sizes and industries. The overall market cap of Service Cloud in worldwide customer service applications was a whopping 40% during 2018 (* IDC Report). With 2019 shaping up to be even bigger, Salesforce Service Cloud is all set to transform businesses with its unique features and benefits.
CEPTES has been offering Service Cloud implementation solutions to various enterprises. With our 10+ years of Salesforce domain experience and after delivering over 1000+ projects across the globe, we are the first choice Salesforce solution provider for businesses of every size and various industries. Get in touch with our certified Salesforce consultants to start your Service Cloud journey.
