Salesforce Service Cloud
GAIN DEEPER VISIBILITY INTO ALL CUSTOMER INTERACTIONS AND INCREASE CUSTOMER SATISFACTION AND CALL CENTER EFFICIENCY
Transform your customer experience and build great customer connections with Service Cloud. From the contact center to self-service communities, social media and beyond, Service Cloud is changing the game in customer service.
Keeping both your customers and your service agents happy is easy with Service Cloud’s fully integrated contact center. Incoming cases can be tracked through traditional channels and now through social channels as well. Service Cloud gives your team the power to quickly route and escalate cases through your system. And, your customers’ social profiles can be utilized to strengthen your team’s support efforts and create a more positive experience for your customers allowing your team to close more cases with better results.
Social Customer Service
Customer questions and comments can come from anywhere, including social media channels. So make them part of your team’s case queue! Route them through one central hub, monitoring and prioritizing conversations based on sentiment and influence. Insights into your customer’s perspective can be gained from their social profiles to better answer their questions and deliver faster responses.
Visual Workflow
Create and manage simple or complex support processes with Service Cloud’s Visual Workflow system. Utilizing a point-and-click method, Visual Workflow allows you to develop consistent, speedy responses across all customer service channels. From routing service agents through a call (known as call scripting) or helping customers via a self-help feature on your website to managing quotes and resolutions, Visual Workflow makes quality control for your service team easy.
Dashboards & Reports
See all of the customer service metrics that are important to you and your service team. No complicated setup, just simple, point-and-click access to the stats you need. Customize your data output with dashboards and reports, or modify existing data spreads with no need to contact IT.
AppExchange
Make your Salesforce work even more powerfully with the world’s leading cloud apps marketplace! Enhancing your Salesforce experience with the AppExchange is fast and easy! With over 800 business apps and counting, there’s sure to be an app for whatever you need—and if there’s not, AppsShop can help develop a custom solution to increase productivity and serve your customers better!
Empower your customers to access their service case status and updates themselves 24/7. Enable them to search the knowledge base for the answers they’re looking for without ever having to contact a service rep. Instantly, your customer service costs go down while your “happy customer” count goes up!
Knowledge
Good knowledge is essential to success, but it doesn’t have to be hard to find. Service Cloud gives your team access to valuable information wherever it lives—Google searches, social media, fellow employees, business partners, self-service website queries, and more—all for the benefit of your contact center and your customers!
Live Agent Web Chat
Give your customers answers fast with instant live chat capabilities direct from your website to your contact center. Live Agent is pre-integrated with Service Cloud so there’s nothing to install. Your team can offer real-time responses to your customers resulting in a better user experience and higher customer loyalty.
Chatter
Collaborate, share information, get input from peers all with Chatter, the instant messaging tool that completely integrates with Salesforce. Your agents can customize their Chatter feeds to suit their individual needs, allowing them to see only the information they value most.
Use your email like the service tool it was designed to be—only better—with Service Cloud. Quickly create and assign cases from your incoming mail and respond to customer requests in a timely, organized manner. Create informative, on-brand emails and track them from “send” to resolution in one console.
Mobile
With Service Cloud’s mobile capabilities, your service center is with you wherever you go! Follow your critical cases and get up-to-date performance metrics anytime, anywhere. Need more mobile functionality? No problem! Check out the field service apps available on the AppExchange!