Common Customer Service Challenges Solved with Service Cloud
Salesforce Service Cloud is a CRM solution offered by Salesforce. It works as a help desk and customer support service platform, specially designed to optimize and cater to customer services on both ends the picture with a single solution. Some of the features include service console, customer self-help portals, automation, and detailed dashboards that give clear insights to the business. Automating service processes, streamlining workflow and being able to find key experts and support for your service team means your business will benefit in all sorts of ways. Ultimately, it is a software designed to help fulfill customer expectations so that you have happier and customers which will all in all turn into loyal customers. The objective being creating wholesome and affectionate relations with every customer, have it be in person, online or self-service.
Having a fueled digital experience underpins great customer service. Salesforce Service Cloud has many digital aspects and features to offer, which Rolustech can help you achieve.
Salesforce Service Cloud Features
Service Cloud Integrations
Every Salesforce integration consultant company needs tools which will work wonders when integrated with Service Cloud. Irrespective of whether you are a B2B or C2C company, you will come across all kinds of customers who will have list long length complains and only Service Cloud will be there to your rescue. So, a combination of Salesforce with Service Cloud and Service Cloud integration with other platforms is not a bad idea. The prebuilt uniform APIs in the application can be customized to support an endless array of unique business functions.
Common Customer Service Challenges Solved with Service Cloud
Challenge #1
Poor accessibility of your company’s customer service leads to customer turmoil.
Solutions
With Salesforce Service Cloud, your agents no longer need to handle multiple applications and devices at one time nor do they have to put customers on hold or transfer them to another line. Instead, now working with multiple communication channels right inside the platform is made easier. Thanks to Omni-channel, Computer Telephony integration, Web/email capture and other similar features you can tie your business phone, website and self-service, social network accounts to your Service Cloud. All cases are written up in an organized manner where assigning them to each respective agent is made easier, customers can contact your support via any channel of their choice and they will receive a prompt answer.
Challenge #2
Frequent inability to resolve a case and long waiting time to cater to customer complaints results in low customer satisfaction.
Solutions
With Service Cloud Case Management you are able to automate all your case procedures meaning human error is reduced and work productivity is increased. Service Cloud can assign cases based on agent competences and expertise and gives the option of knowledge search right in the Service console. There are also productivity tools like email message templates, macros and other things that help save agents time by increasing the response rate of customers, hence increasing customer satisfaction rates. However, there are sometimes problems to which no solution can be found, at those points of times agents may not understand what to do. For such situations, service clouds set up a clear incentive offering procedure to relieve customer’s feelings and tensions.
Challenge #3
Inability to efficiently manage customer service.
Solutions
Having customer service that differentiates your company from your competitors means you are doing your job right. Customer support and aiding customers is something that every company should consider when making strategic plans and deciding how the company’s processes should be. While agents perform their duties and do their daily tasks, Service cloud gathers data on their performance and entire service department at the back end. This data comes in handy for agents and managers when it comes to creating reports on any field in the platform. Apart from this functionality, there is also Service Analytics, which is used to reveal new levels of customer service insights.
Salesforce Service Cloud Use Case Study: Coca-Cola
Problem for Coca-Cola
There are examples of many global organizations who have leveraged Salesforce Service Cloud to help build a better customer relationship management solution. We will be taking the example of Coca Cola and how they extensively used Salesforce Service Cloud across their domain to overcome the challenges they were facing. Let’s look at the dilemma pyramid the company was stuck in when it came to managing their customers:
- Overall user experience for customers was unsatisfactory, there was no excellent or out of the way support being offered to customers.
- Company’s in-house repair facility was made up of technicians and experts who were tracking their jobs and tasks on paper. There was no such thing as online documentation. You can imagine the amount of effort and time paper tracking on a daily basis must have cost.
- Slow mobile app sync-up, which ranked it low in terms of being user friendly.
- Call center and repair department suffered from frequent downtime, decreasing overall efficiency.
- There was a lack of speed, functionality, scalability and connectivity when it came to the mobile app. Customer were missing out on getting a good full-mobile experience.
A statement given by the CEO stated “In the past, big companies outcompeted smaller companies. But that’s history. Today, the fast companies outcompete the slow companies” Ulrik Nehammer -CEO of Coca Cola
He knew a change was needed, and it was needed fast. That is when the company decided to go for Salesforce Service Cloud. This way technicians were alerted in real time w
A Big Fix for Coca-Cola
Having the Service Cloud on board the next the company wanted to do was understand how to incorporate in a way that would help them better understand customers’ needs and cater to them in a more effective manner than before. Resulting in customers being catered to in a short period of time and having Coca Colas technical services productivity shoot up by 30%. Let’s go over some of the key points that contributed hugely to their excellence.
- Customer satisfaction – More intimate relations with customer were built where there is one on one support available for all customers. Communication with customers through all channels was made available for e.g. video chat or agents, instantly guiding them to solutions.
- Mobile App – With app mobile support customers were able to interact via live agent video chat, screen sharing and on-screen guided assistance. Having such easily available apps for customers meant customers were happier than ever.
- Analytics – All information was no gathered and evaluated through custom dashboards which made it easier for the company to analyze past transactions, current actions and take actions from the location they were at. More informed and quicker decisions were made, leading to higher profitability.
- Agent productivity is supercharged – Agents got all the resources and well, all the power they needed to become superheroes for customers. They head features like email-to-case, skills based routing and milestone tracking which helped them respond quickly and more efficiently on any customer channel. All in all, this helped lead to an increase in overall productivity and efficiency.
A statement was given which stated “This has been a massive step forward for us, I’m amazed how quick and smooth the implementation was.” Andrea Malende, -Business Process Expert.