The Role of Salesforce Service Cloud in Building Stronger Customer Relationships

The significance of customer service and delivering a positive customer experience cannot be ignored when it comes to making a business impact. If your organization cares about its customers, then the Salesforce Service Cloud solution can work wonders for it. Whether you are in a B2B or B2C domain, you will have multiple customers raising queries or tickets on an everyday basis. Resolving all these queries can get overwhelming for your service agents. Salesforce Service Cloud Implementation helps you in tracking and resolve customer queries in a fast and efficient manner.

Let's understand how Service Cloud helps transform customer experience and build stronger customer relationships:

• Better agent productivity

Service Cloud permits agents to work from anywhere. With the help of handy management options like Knowledge Base, Web-Based Applications, Mobile Devices, etc., the productivity of agents is improved owing to a decrease in overhead costs.

• Improved Customer Experience

Customer relations are enhanced with the help of one-to-one interactions between customers with live agents. Your business gets to increase customer retention, satisfaction, and loyalty which leads to repeat business from existing customers. This results in an increase in the Lifetime Value (LTV) of your customers and positive word of mouth for your brand.

• Case Tracking

Case tracking assists you with faster case resolution resulting in better management of your day-to-day activities. All this leads to a significant reduction in manual errors.

• Security

Service Cloud ensures that your data stays safe and secure. It follows a multilayered approach to safeguard the information that is critical for your business.

• Social Media Interaction

You can easily interact with your customers via social media like Twitter or Facebook in real time.

Features of Salesforce Service Cloud

Service Cloud is a SaaS-based platform from Salesforce. Built on the Salesforce Customer Success Platform, Service Cloud provides you with a comprehensive view of your customers allowing you to deliver customized, faster, and smarter service. You can enable live agent chat, manage case interactions, and create a connected knowledge base- all from the comfort of a single platform. With the help of Salesforce Service Cloud Analytics, you can upsell your services/products to your customers based on their past activity data and also have personalized interactions with them.

Apart from the Knowledge Base and Case Tracking features mentioned earlier, there are multiple other services offered by Salesforce Service Cloud that provide a quality customer experience. Here are some features of Service Cloud that you should know about:

• Email-To-Case

Email-To-Case helps you in creating a case automatically when you send out an email to any of the email addresses of your company. Such generated cases get displayed in an 'Email related list'. This list includes all the emails that are sent by your customer on a specific case and the email threads.

• Case Management

The customer issues raised are generally captured and tracked as cases. Cases are further classified into the following:

• Escalation and Auto Response

Case escalation rules are used for reassigning and optionally notifying users when a case is not closed within a particular period. You can also configure auto-response rules for responding to cases either from the email or web.

• Web-to-Case

Web-to-Case helps in creating a new case automatically in Salesforce whenever there is a support request directly from the website of your company. To enable Web-to-Case, go to Setup → Build → Self-Service → Web-to-Case settings. Tick the checkbox for 'Enable Web-to-Case'. You can choose an Auto-response template and choose the default case origin as 'Web'.

• Knowledge

Salesforce Knowledge refers to a Knowledge Base that allows users to edit, create, and manage content. Knowledge articles refer to documents of information that customers can get access to from the company's website. Knowledge articles can be linked with a case before it is closed.

• Solutions

Solutions can be categorized into query types thereby making the solution search easier and closing the case quicker. Query types ensure that the agent doesn't have to create a new solution to existing queries every time. This in turn helps boost agent productivity.

• Communities

Communities help in collaborating with business partners, distributors, customers, suppliers, and resellers that are not part of your organization. Generally, communities include people who are not regular users of Salesforce and want to connect with your organization to receive access to some data.

You can get access to the Success Community by going to the 'Call Center' dropdown. Salesforce users can use their user id and password for logging in to the Success Community. The community is accessible to all the developers, admins, or functional consultants and offers features like articles, documentation, questions, feed, knowledge, and more.

• Console

The console offers a unified agent experience. It decreases response time by keeping all the information unified and provides you with everything ranging from case histories to dashboards to customer profiles in one place.

• Live Agent

Live agents provide 1:1 customer interaction. With the help of keyboard shortcuts and customer chat, agents can provide answers faster. They stay connected to their customers as the team members of the agents get alerted instantly to get the issue resolved. Real-time assistance also makes professionals more productive and smarter in the process. All this helps boost customer satisfaction.

• Social Media

Service Cloud allows you to take advantage of social media platforms such as Facebook and Twitter to engage visitors. With the help of Salesforce Social Studio, customer requests can be sent directly to the social service team. When it comes to bridging gaps in the virtual world, social media is of key importance. It helps engage with customers in real time and provides them with quick solutions.

Salesforce Service Cloud Implementation helps provide services to customers and build a relationship with them. You can also use other features like email & chat, call center, chatter and call Scripting, Google search, and phone.

Important Advantages of Salesforce Service Cloud

Service Cloud helps agents effectively manage customers on any channel. Here are some important advantages of the platform:

Lightning Console of Service Cloud boosts agent productivity by providing information regarding dashboards, case histories, and profiles.

The platform supports mobile accessibility allowing users to access Service Cloud from anywhere at any time. Field service agents can solve the case remotely, and executives and managers can monitor real-time metrics with the help of the Salesforce Service Cloud mobile app.

Service Wave Analytics helps bring the power and functionality of Wave Analytics to Service Cloud. This allows service managers to check on case management quickly and agents effectively.

Omni Channel enables automatic routing of the workflow to the applicable agent. This allows administrators to configure Salesforce Service Cloud to share workload depending on employee availability, skill set, ability, and availability to handle incoming work. This helps increase speed, transparency, and efficiency and ensures that top-priority work gets the most attention.

Conclusion

Salesforce Service Cloud is a dependable platform for running and optimizing customer services efficiently. The software can be customized as per the needs of the business, offering clients faster and better customer service. To make the most of Service Cloud, you can hire on-demand Salesforce experts for the effective implementation of the Salesforce platform in your organization.