Service cloud empowers agents to manage customer interactions and ensure successful outcomes that leave customers impressed. Through service cloud, you can reach your customers through their preferred communication channels, for an outstanding customer experience. Service cloud console brings all the foundational data into one place so that you can satisfy your customers with personalized and context sensitive service to drive loyalty. Following are some of the ways that empowers customer interactions.
Service Cloud offers a Service Console which allows you to prioritize your cases by source, date, urgency, and product topics. Based on this criteria, you can auto assign cases to your team members to resolve. Stay organized with every case that hits your console to reduce your resolution time.
In the 21st century, customers expect companies to be connected via social channels outside of phone and email: Facebook, Twitter, Chat and Blogs. Service Cloud allows you to manage your cases from any of these social outlets and respond right back to them in the format they prefer. It also gives you visibility into what your customers are saying, good or bad, about your company.
Create rich, vibrant communities where customers help each other and themselves. Engage with your customers when and where they are. Deliver service across every channel, over any device. Empower your customers with communities. Customer Community gives them the tools for self-service troubleshooting.
Give your customers access to a knowledge base where they can search for articles, ideas, FAQ’s or step by step instructions to help them resolve their questions or issues. This also gives your customers a place to communicate and collaborate with others to solve their issues, which will reduce the amount of customer service tickets in your queue.
Reports & Dashboards
Track and gain visibility into the metrics that matter most to your team. Would it be important for you to see what customer service reps are closing the most amount of cases? Conversion by source? First call resolution time? Customer service satisfaction scores? Incidents by Category? If you answered yes to any of these, then Service Cloud is the right solution for your business
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