Your customers expect high quality service, whatever the channel. They don’t want to repeat the same issues to different people in different channels, and they expect quick solutions to their problems. At the same time, it’s important for the rest of the organisation, for example the sales people, to know what has been discussed with the customer.
Salesforce Service Cloud is Salesforce’s customer service solution that helps businesses deliver world-class service across all customer encounters. Whether your customer base is consumer (B2C) or enterprise (B2B), Service Cloud provides the tools and functionality to help you improve customer service, enhance the customer experience, and increase customer satisfaction. It unifies service channels into a single view and enables efficient, real-time interaction, strengthening your business competitiveness.
We help you build a customer service solution that not only improves customer service, but also helps break down silos in your organisation and ensures that the right data is always available to the right people.
With Service Cloud, customer service teams can manage all service transactions and conversations from a single, integrated system. All customer data, service events and interactions are available in a single view, speeding problem resolution and ensuring that customer service agents can provide efficient and consistent service to their customers. This includes email, chat, phone calls and social media interactions.
Service Cloud leverages Salesforce’s AI to bring predictive analytics and automation to customer service. For example, AI can suggest the next best actions for a service agent, improving the speed and quality of problem resolution. In addition, analytics helps monitor service events and the evolution of the customer experience, helping to identify potential problem areas and optimisation opportunities. These intelligent tools allow companies to continuously improve their customer service.
The Service Cloud is also easily scalable, which means it works equally well for small customer service teams as it does for large, international organisations. The service scales with the needs of the organisation and supports growth, making it a flexible solution for businesses of all sizes.
Today’s customers expect to be served across all channels – and Service Cloud enables just that. The omnichannel service feature integrates different communication channels such as chat, email, phone, social media and mobile apps, providing a consistent service experience for customers regardless of which channel they use. This ensures that customer service is seamless and efficient, wherever the customer wants to connect.
Service Cloud automates many routine customer service tasks, such as processing and assigning cases to the right agents. Automated case routing is based on the skills and workload of each agent, ensuring that customers get answers from the right people quickly. In addition, companies can create self-service portals and AI-powered agents that solve customer service issues without the need for service agent intervention.
Service Cloud’s Knowledge Base feature provides customer service agents and customers with access to a comprehensive knowledge base that provides answers to frequently asked questions and solutions to common problems. This not only speeds up problem resolution, but also helps reduce the workload of customer service agents by allowing customers to search for answers to their problems themselves. Combined with Service Cloud’s case management functionality, customer service teams can solve complex problems in an efficient and coordinated manner.
Service Cloud integrates seamlessly with other Salesforce platform products such as Sales Cloud, Marketing Cloud and Commerce Cloud, enabling you to track your customer’s service path from the first contact to post-service care. In addition, real-time reporting tools provide comprehensive insight into customer service performance, helping teams to drive continuous improvement and meet customer expectations.
Salesforce Service Cloud is a rich and scalable platform that provides businesses with everything they need for efficient, high-quality customer service. It helps B2B and B2C companies create superior customer experiences, automate processes, and deliver service across multiple channels.
If you want to take your customer service to the next level and improve customer satisfaction, Service Cloud provides all the tools you need. We’re happy to help you tailor a Service Cloud solution to your business needs. Contact us!
Technology is not an end in itself, but is there to support business. When the vision is clear from the start of the project, the processes built into the system are the best they can be, and the employees are happy with the new system, the implementation will deliver measurable business results.
We help you implement Salesforce solutions to support your business and deliver measurable results – now and in the future.
We're here to help! Contact us directly or use the form below.
+358 40 5407511
c/o Workland
Keilaniementie 1, 02150 Espoo
Invoicing:
003710258339
Apix Messaging Oy (003723327487)
003710258339@procountor.apix.fi
