Support more clients, better agent productivity, higher CSAT scores.
Service Cloud, the cutting-edge cloud-based tool, guarantees unrivaled customer service of the highest quality. Empower your team to cater to your customers' needs around the clock, regardless of their location.
With Salesforce's revolutionary solution, your service teams will experience a new level of efficiency and productivity.
Seamlessly integrated with your service, sales, and marketing specialists, Service Cloud offers a comprehensive 360-degree view of your customers, whether they access your services through desktop or mobile.
Delight your customers with an exceptional omnichannel experience and self-service options that enable them to troubleshoot simpler issues and find answers to frequently asked questions effortlessly.
Through automation, your service team gains valuable time to focus on resolving more intricate matters, ensuring unmatched satisfaction for every customer
Being available to both service agents and service managers, Service Analytics powered by Salesforce Einstein provides insights into department and agent performance. You can see reports of different complexity.
It can be a report on a first contact resolution rate. Or on the number of case reassignments per each case type depicting an average customer satisfaction (CSAT) rate for each case type as well as the agents who systematically reassign cases more than a certain number of times a week. Besides reporting, Service Analytics can give recommendations as to what an agent should do, say, to improve CSAT.
Service Cloud offers process automation using workflows, approvals, macros, email templates, etc.
For example, a customer is highly dissatisfied with support and service agent Tom states that a certain customer incentive is needed. According to a workflow, Salesforce sends an Incentive approval request to Tom’s manager Mary. When she grants the approval, Tom offers this incentive to the customer by choosing and sending an appropriate email template. Another day in customer support: Tom sees that 7 similar cases came into the system. He runs a bulk macro to answer to all of them simultaneously, which resolves the cases. Then, he runs another macro to close the cases automatically. These types of automation save agents’ and managers’ time substantially.
