Exceptional customer service is very important today as brands are competing to acquire more and more customers. Customers have many options available to them as the market is saturated and filled with startups as well as established brands. What sets apart a good brand from an excellent brand that has a loyal customer base is the kind of customer service it offers. Nearly 95% of customers believe that the kind of service that they get is important in deciding their brand loyalty. The brand loyalty is important for creating a stable base of customers.
Today, brands have multiple ways of making their customers feel special. Customers need personalized experiences and support from brands to relate to their services and products. There are many automation tools today that help in providing better customer service to users. For example, Salesforce Service Cloud helps automate and streamline customer service for brands. In this article, you will learn about Salesforce service cloud features and how the suite helps in improving customer experiences.
What is Salesforce Service Cloud?
Salesforce Service Cloud Services are best for every brand and company that wants to manage the customer service platform in an automated manner. It is a support platform created by Salesforce, and it is feature-rich with many tools for effective customer support. With the help of this suite of tools, businesses of all sizes can manage the services and support that they offer to a large customer base. The overall customer experience and the pace at which they get services increases with the help of the Salesforce service cloud. With time, the service cloud features Salesforce have also improved and evolved.
Service Cloud Features in Salesforce for Better Customer Engagement
There are different types of Salesforce Service Cloud features available for businesses to meet their needs. The features can be adapted and customized to help customers get tailor-made and personalized experiences. One of the best benefits of Salesforce Service Cloud is how the suite can adapt to any industrial vertical and sector.
➯ Omni-Channel Routing
Service cloud features in Salesforce also include omnichannel routing and support through different ways of communication. Today, businesses have an omnichannel presence, and the best way to support this presence is to use omnichannel routing with email, chat, customer service calls, social media chat integration, and other portals. The use of omnichannel communication ensures that the customer can access all platforms of support at any time, and agents can help them quickly. With routing, the right kind of agents are assigned to the right kind of cases that arise. This approach, with the help of service cloud features in Salesforce, helps in improving the productivity of the customer service team.
➯ Case Management
Salesforce service cloud features list also includes a centralized case management system that can help improve the way customer service agents view the cases coming in and assign them. When there is a centralized case management system, the team can visualize the cases better and deal with the queries easily. With the case management system, the agents can view the cases on a dashboard and give fast responses to the issues that arise. The whole team can manage the cases better and resolve them faster. If needed, a field service agent will be assigned from the case management system when there is a need for it.
➯ Service Console
The service console is a unified portal on Salesforce Service Cloud that helps manage all customer service cases from one place. The customer service agents can access tools and features from the service console and manage customer cases easily with the help of the features of the salesforce service cloud. The unified console lets the customer service agents have a 360-degree view of the customer profile and manage tasks related to the case through multiple tabs. On the service console, you will get all the important information about the customer and the case and how long it has gone on with the timelines for resolution of the case.
➯ Knowledge Base
Customers would like to learn more about the company’s products and services. A company can use the Salesforce Service Cloud to create a centralized knowledge base where articles, FAQs, and other information about products and services are stored. This knowledge base can help the agents as well as the users. When users have access to the Knowledge Base, they can simply go through the material shared by the company and understand the use of products and services that they have taken up.
Sometimes, customers use self-service and self-education choices so they can troubleshoot on their own. This reduces the case burden on customer care agents. The knowledge base is also open to customer service agents, and they can refer to this repository so that they can get the knowledge required to resolve a problem with which they might not be familiar. The knowledge base creates a strong place for the storage of information so it can help troubleshoot and educate the community built around a brand.
➯ Live Agent Chat
Features of the service cloud in Salesforce also include a live agent chat process that the brand can use to offer real-time customer chat and services for better customer satisfaction. When companies want to make their customer service more responsive and easy to access, they should use live agent chat. Live agent chat is where customer service agents are assisted by AI chatbots to stay available for the customers. This way, the customer gets help from the customer service department in real time and feels satisfied with the quality of service they get. It is also important to use Salesforce service cloud voice features in live agent chat as they resolve issues from the customer side quickly.
➯ AI-Powered Einstein Bots
A step ahead of the live agent chat is the use of Einstein Bots in Salesforce Service Cloud. Einstein bots are empowered by Einstein AI and can automate customer service chat to a great extent. Companies that get a high number of queries from customers should try to use AI-powered chatbots like Einstein bots. Einstein bots are very easy to incorporate into the Omnichannel routes so customers can connect with your AI customer agent from different platforms. Of course, for specialized cases, you would need a good customer service agent and expert to troubleshoot.
However, when customer queries are repetitive and can be managed with basic responses and instructions, a well-trained AI chatbot can handle these cases. You can customize the Einstein AI chatbot to deal with the industry’s common queries and reduce the workload of real customer agents. With the help of AI, customer agents can handle a large load of queries effectively. Customers also get high satisfaction as they get faster responses and easy resolution of the problems they bring up.
➯ Service Analytics
Along with the customer service features, the Salesforce service cloud also has service analytics built into it. It has accurate and fast analytical algorithms that can help analyze your company’s KPIs in customer service. For example, the number of service cases received and resolved, individual performances of the service agents, and the response times of the agents when the queries come in are analyzed.
The managers and executives can get the insights on one dashboard and derive insights from them so that they can take data-driven insights to improve customer experience. The analytics help in giving a progressive direction to the services and manner of interaction between customers and customer agents. This can show the customer service trends over a long period of time so that the customer service agents can improve their performance accordingly.
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How These Features Elevate Your Customer Service?
➯ Personalized Customer Experiences
The use of the Salesforce Service Cloud and its knowledge base can help create highly personalized experiences for customers. The customer service agents get a total view of the customer profiles when they use the Salesforce Service Cloud. The unified customer profile and the overall view of the customer needs help the customer service agent understand what the customer wants.
This helps offer better customer service to clients and makes them feel special. The customer service agent is able to get a full view of the customer’s case history and serve the customer in a personalized manner after a complete look at what he or she has experienced till now. Instead of going into the customer service process alone and blindly, the customer service agent offers support in a knowledgeable and efficient way. So, customers get what they search for, and customer service exceeds their expectations.
➯ Improved Efficiency for Support Teams
Salesforce service cloud license features have the advantage of automating the customer service process. With the help of the many tools and features of the Salesforce service cloud, customer service agents can handle their daily workload very easily. Features like omnichannel routing automate case assignment. Moreover, the use of a case management system in a central manner helps the customer service team in keeping an eye on all the cases that are in process. Monitoring and drawing insights from customer queries and cases is very easy with the help of the automated features of Salesforce Service Cloud.
Features like live agent chat and AI chatbot integration greatly improve the response time of the customer service team. The customer services are available to users on a round-the-clock basis, and they are happier with better responses from the brand. Moreover, the new automated features also help reduce the tasks and workload of customer service agents by taking up repetitive tasks and reducing the impact of high workload on actual agents. This way, the customer service agents can deal with high-priority customer cases faster.
➯ Increased Customer Satisfaction and Retention
Real-time customer support is an important aspect of the success of customer service. With high-level automation and support tools, there is the availability of real-time customer support from brands to customers. This ensures that the brand and its customers remain connected and that queries get resolved quickly. The availability of customer support through live agent chat and AI chatbots makes the brand more reliable and easy to connect to.
Instead of being completely dependent on a human team that might face delays and errors, a company can expedite the process of customer service with the help of AI chatbots and live agent chat. The response time and help from companies are reduced, and the process is faster for customers. This reduces the level of inconvenience that the customer faces.
➯ Data-Driven Insights for Continuous Improvement
The use of Service Analytics, which is available on the Salesforce Service Cloud, can help the customer service team make data-driven decisions to improve internal operations and external output. The analysis of performance and results over time with KPIs in line can show the trends among customers and lead the customer service team. The customer service team can get the insights easily and improve performance accordingly. This analysis is continuous and can be implemented in both the long and short term. Service analytics is a platform that can support customer service in a very streamlined and insightful manner. With this, there is no need for extra analytical tools to be integrated with the customer service department and workflow.
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Maximize Efficiency in Support: Discover Salesforce Service Cloud!
If you want to implement the Salesforce Service Cloud, you will need the help of a Salesforce Service Cloud consultant. A company that is dedicated to Salesforce implementation can help provide consultation and implementation services. Features of service cloud in Salesforce are many, and they can be adapted to the unique needs of your company. Customer service is an important fulcrum of growth for any brand. Therefore, there needs to be continuous improvement in customer service if you want to stay ahead of the rest in your industry.
Today, since there are tools available for automating the customer service sector, you should find the scope for their implementation. Moreover, you should also maintain a human customer service agent team so that the customer interactions retain their human touch. This is especially important in industries that deal with field and on-site services.