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Tag: customer service

CEPTES > Blog > customer service
CRM, Salesforce
August 17, 20200

Top 3 Reason “Salesforce Customer 360” can be a Game-Changer in 2020

Do you know around three-fourth of the customer wants their expectation & needs to be understood & fulfilled? Whereas there is another fact that only 47% of the customer agrees their expectations fulfill, and 53% are not? So, as an SME with limited budget & resources, do you worry about how to meet with ever-changing customer expectations and win the rat race? If you answered “YES,” then don’t worry, “Salesforce Customer 360”, which is an integrated CRM (Customer Relationship Management) system, has the solution for you & your customer. It will unite customer data across marketing, sales, customer service, and more into a single platform.

Salesforce Customer 360 is a cost-effective way to connect you to all customer touchpoints so that the company will have a single view of every customer and can deliver the experience they deserve. 

Salesforce Customer 360
*Image source – Salesforce

Deliver superior support with a single customer view 

 Most of the time, in a busy day to day life with multiple tasks, when we try to contact the customer care to solve any of our problems, we notice there is a long waiting queue of other customers before our number comes.

When our turn comes, we are explaining all your pain points with emotion. We think our problem will get resolved, and later we realize that the agent is transferring the call to some other department or to his senior where we have to explain our whole story from the beginning. Sometimes due to various reasons, if the issue doesn’t resolve in a single call, then we have to repeat the process once again. Have you ever realized how it will feel when our customers will experience the same feeling with our service?

To avoid such disappointment, Customer 360 records all the customer communication automatically, and any agent from any department will get the past context and proceed from there. This experience will make the customer feel that someone understands their pain points. 

Deliver superior support with a single customer view 

*Image source – Salesforce

Deliver personalized customer experiences

If we follow our old traditional method of capturing all customer details in a spreadsheet or for some reason, if we note down the same in a sticky note, then most of the chances are either we misplace, or we will not get when we need that.

In this scenario, we communicate either entirely new or with half-cooked information which is altogether embarrassing to both the customer and us also. And in this cut-throat competition as an SME, personalized customer experience is critical to building trust & long-term relationships.

Customer 360 fulfills this need; we can pull all the customer details with the conversation, which will not only help to know them better but also will help in selling as per their need.

Deliver personalized customer experiences

*Image source – Salesforce

Make it easy for your business to scale and grow

I hope you agree to sustain & grow; every business should meet their customer expectations, and without that, the customer will switch over to the competitor without any second thought for the better deal.

According to research, 58% of Small Medium Business leaders say over the next two years, meeting customer experience expectations is a challenge for growth. So, the question comes here is, how can we achieve the same?

The ultimate solution for this is by leveraging the benefit of technology, and the most compelling benefits of Customer 360 are:

  1. Even though as a startup or small business, you can well manage with a one-two person team.
  2. You can replace different tools for the market, sell, and customer support with a single device, which is easy to use & maintain.
  3. It supports small to large enterprise-level, which is no need for switching to anything else.
  4. A customized solution for the business as you need.  

Make it easy for your business to scale and grow
Let’s Conclude:

Salesforce can help you find customers, win their business, and keep them happy so you can grow faster than ever. If you are looking for Certified Salesforce consulting services, please contact us today!

Salesforce Service Cloud, SMEs
August 6, 20200

6 Ways Salesforce Service Cloud Helps You Deliver Exceptional Customer Service

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. 

Get connected

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.

Service Cloud
July 28, 20200

How the new Service Cloud Voice & Amazon Connect Integration will help Enterprises Improve Customer Service

Last week, Salesforce announced the much anticipated general availability of Service Cloud Voice which they first declared at Dreamforce’19. Service Cloud Voice brings together phone, digital channels, and CRM data into the Service Cloud unified console in real-time. This also provides transcription capabilities to mitigate the time & effort required for data entry and leveraged the power of AI for agent recommendation. 

Service Cloud Voice

The Service Cloud Voice functionality allows service agents to attend customer phone calls assigned to them directly in the work environment rather than switching different systems. The console works as a centralized hub where service agents can manage customer data & interaction history. They can also help customers with their queries directly from the console through all contact channels. Service Cloud Voice also allows supervisors to watch and listen to the conversations live between service agents and customers in order to make enhancements whenever required. 

AWS Connect Integration

Salesforce has extended its partnership with AWS to offer Service Cloud customers pre-integrated Service Cloud Voice in Amazon Connect to deliver a comprehensive contract center solution that brings voice conversations, digital channels, and CRM data in real-time. Amazon Connect is a cloud-based and AI-enabled contact center. With the cloud-based telephony solution, Service Cloud Voice will offer a more consistent phone support system for service providers. 

With the pre-integrated cloud telephony, automated speech recognition, and sentiment analysis from Amazon Connect inside the Salesforce platform, Service Cloud Voice also enables seamless omnichannel routing set-up for the phone along with other communication channels to help service agents deliver real-time enterprise-grade customer support.  

AWS Connect offers customers a personalized experience and is designed to manage massive workloads. This is also powered by AI which can help service agents leverage AI to automate customer interactions and enhance customer support delivery.

How Service Cloud customers will be benefited?

With the above developments, Service Cloud customers can leverage the power of both Salesforce & AWS and integrate the service agents, supervisors, and customers together in real-time. Below are some of the top benefits:

  • Enhanced service agent productivity
  • Real-time supervisor visibility
  • A highly streamlined omnichannel operations
  • AI-driven recommendations

In the current situation when workplaces have become virtual and offering excellent customer service is crucial, enterprises are looking out for the best ways to manage the increased service requests in order to help their customers drive the uncertainty of COVID-19. Call centers are now going through rapid changes and they are still trying to figure out the efficient remote work models & digital tools which can help them boost productivity. With this timely launch, Salesforce will certainly take the capabilities of Service Cloud for customer service to the next level.

Service Cloud
May 20, 20190

Top Benefits of using Service Cloud for Customer Service

When it comes to choosing the best solution in order to offer enterprise-level customer service, you often find multiple options. However, selecting the right platform and technology can help you offer excellent customer experience. Salesforce offers Service Cloud, which is the #1 platform for customer service helps organizations improve their customer service standards and drive better user experience while reducing costs.

Service Cloud helps customer service teams in closing cases faster by leveraging AI & automation, offering intelligent self-service and personalized customer care and also predict needs to keep the conversation flowing. Service Cloud features allow customer service teams to support their customers in real-time using live chat tools while the customers are inside their app or on the website.

Service Cloud capabilities are transforming customer service processes and widely considered as the undisputed top customer service solution for businesses of all sizes. Let’s have a look at the top reasons why your company should use Service Cloud at first place.

Offer excellent customer service from the word ‘Go’

Service Cloud is a highly scalable platform that fits your current needs and grows as your customer base expands. The highly integrated platform enables customer service teams to run as efficiently as possible. Service Cloud offers out-of-the-box usability which helps your team work more effectively. All the right functionalities keep your organization’s customer service process run smoothly.

Aligned with the latest trends & technologies

Service Cloud users can stay aligned with the latest trends and technologies in customer service. Lightning Service Console helps you populate your dashboard with the right information you need from across multiple platforms. You can keep all your customer information organized in one centralized location. Service Wave allows you to observe how your customer team performs in real-time with a robust analytics tool. Service Cloud feature Omni Routing help customer service teams get better with detailed performance metrics.

You can also track important KPIs for your company with the help of Service Wave Analytics. It is important for every enterprise to have a comprehensive view of their customer service department’s activities including average response time for customer queries, and customer satisfaction ratings. Service Cloud reports can help you get a clear direction and quantitative ways to improve.

Personalized customer experience

Customer service is an integral part of your customer experience with any company. Analytics data can be used to better understand your customers. The more you understand your customers, the more you can personalize your service. Service Cloud feature Lightning Console can be used to view case history and trends for each customer to minimize redundant questions and help customers faster with immediate, detailed information. Live Agent can be used to offer real-time chat support as soon as a customer lands on your website. Social Customer Service functionality helps you respond seamlessly when customers reach out over social media channels so that you can interact with your customers across various touchpoints.

Every customer expects to be treated as an individual, and the only way you can offer personalized customer experience is by keeping detailed records of every interaction in one centralized location. A robust customer service platform like Service Cloud will do this with ease and highest efficiency.  

Simplify customer service process & improve customer service agent’s productivity

Service Cloud helps you improve each of your customer service agent’s performance based on empirical data and customize your customer service process to best suit your needs. Omni-Channel Presence and Routing feature can help you prioritize cases based on priority. Dispatcher Console will send a case to the right mobile employee for fast action. List service appointments promptly and accurately with the help of Smart Scheduling feature. The best way to keep your customer service process and team run efficiently are by managing the workflow. Scheduling and routing tasks to the right agent ensure quick customer case resolve.

One of the best Service Cloud features Field Service Lightning helps you manage reps in the field and work orders. You can track progress and help field workers manage their workload.

Work from anywhere

Service Cloud allows you to help your customers from anywhere. Salesforce1 Mobile App helps employees see all the customer details they need to get the job done using their mobile devices. This easy accessibility means no customer service request is unheard, even when your service agents are away from their desk.  

From offering service training to new service agents to working with your biggest customers, all you need is a robust platform that keeps you, your employees, and your customers aligned with your business. This must ensure your customer service team works like a well-oiled machine. Service Cloud helps you close deals faster, offer intelligent self-service, personalize customer care and predict needs, and drive service productivity from the call center to the field.

Get in touch with the best Service Cloud Consultants

CEPTES offers end-to-end Salesforce Service Cloud solutions ranging from implementation, consulting, migration, support, and enhancement. Our Salesforce certified Service Cloud consultants are experts in optimizing customer support processes and we are one of the pioneers in offering Salesforce Service Cloud implementation services to business of every size and nature. Get in touch today!

Salesforce Service Cloud
January 3, 20190

How Service Cloud is going to be a game changer for your business in 2019

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.   

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.