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“Wealth, like happiness, is never attained when sought after directly. It comes as a by-product of providing a useful service.” – Quote by the late Henry Ford, founder of Ford Motors of the USA.
Salesforce Service Cloud is another offering from the house of Salesforce. It has a range of services, such as a call center, a live chat option, a knowledge base, and so on. The purpose of this cloud is to keep the customer base happy and loyal. In this blog, we shall examine the features and benefits of the Salesforce service cloud. Therefore, once you opt for it, you have made an informed choice and know exactly what you will gain from it. In the end, the customer is king. The service cloud is the right tool for you to ensure the same and stay ahead of the game.
Here are some features and benefits of the Salesforce Service Cloud:
Lightning Console: This is a portal that provides information to a team member at the right time and in the right place. All the information is displayed in a 360-degree version with easy access. This enables detailed interaction with customers and prospects, leading to better solutions and services and customer delight.
LiveMessage & LiveChat: Each service-oriented company has to have this service on its website if it wants to survive the cutthroat competition. This option takes care of routine and mundane messaging, freeing agents to take on other tasks. Routine queries are easily answered, customers get replies instantly, productivity becomes higher, and customers are happy.
Omni-routing: This feature directs queries to the team member or department best suited to handle them. Thus, valuable man-hours are saved and work is optimized. For example, technical queries to a Call center can be routed to the technical department instead of the general customer service department.
Social Customer Service: This feature enables a business to closely monitor and respond quickly to customer posts on various social media platforms such as Facebook, Twitter, Instagram, and so on. Therefore, positive posts can be appreciated and amplified, while negative posts can lead to remedial actions and avoidance of future business losses. Social media posts are dangerous and can ruin businesses if not handled well. So be careful.
Telephony integration: computer-telephony integration is a feature that enables the lowering of the handling time per call by an agent. You get customer information and record it as soon as you get a call, leading to an informed discussion with the caller. Agents can make outgoing calls, put calls on hold, transfer calls to other agents, and so on.
Field service lightning: This feature provides quicker service from the phone to the field on one platform. Thus, businesses can see the work of technicians on the ground as well as handle assets.
As you can see, the service cloud is a useful product to have for any business. Contact us for information and other details on the same. Smile at the bank with happy customers.
About the Author
Mohit Sharma
Mohit is Practice Lead, 15x Certified Salesforce Consultant, Salesforce trainer, blogger, writer, and full-time husband. With over 8 years of experience implementing Salesforce, and an obsession for innovation, ready to tackle any new project that comes his way.
