Good customer service is one of the major factors behind customers choosing to stay with, or to leave, any particular company. Even the smallest of issues or queries can help to make or break relationships between customers and businesses, so it is important that companies are able to deal with customer service issues as quickly and effectively as possible. This can be difficult, though, especially considering that customers like to use more than one platform to make their queries.
In addition to queries and complaints being submitted over multiple platforms, it can also be a headache to manage them in a way that customer service teams know who is handling what. It could mean that some cases have multiple agents working on them, while others have none. It could also mean that the agent dealing with a particular case is not knowledgeable on the issue. This can be quite damaging to a business’s reputation, and their profits could be damaged also.
Introducing Salesforce Service Cloud
Service Cloud technology enables us to integrate multiple service channels into one comprehensive platform, or famously known as “OMNI channels”. This makes it a lot easier for customer service teams to handle incoming queries effectively. Service Cloud platforms are able to connect directly to various support channels, both receiving, and replying to, queries from the same platform. This allows processes to be automated and there is no need to switch between the various channels such as web, Facebook or Twitter, making it much easier for them to keep organised.
In addition to being able to remain connected to multiple channels, Service Cloud also helps to make sure that specific tasks are prioritised when needed, helping to ensure that the most urgent cases and most prioritized customers are dealt with first. It also allows for specific cases to be allocated to individual customer service agents, helping to ensure that each task is being dealt with by one person, and by the correct person with the right skill set. It also makes it easy for the customer service agent to look for a solution from others within the organisation, helping to ensure a positive outcome to each case.
Keeping up With Changes
Over time, peoples’ preferences change, and this includes the ways in which they like to make queries or complaints regarding customer service. Service Cloud technology is flexible enough to be able to adjust to such changes with ease, with effortless integration of new systems and removal of defunct channels. It is also made easy for dashboards to be personalised to help make sure that they provide each customer service agent, and their departments, with all the information that they need to be as effective as possible. This helps to ensure that cases are dealt with quickly and efficiently, helping the business to make sure their customer service reputation remains intact.
Effectively Allocating Resources
Manpower is often the most valuable and costly resource available to businesses. This means that it is beneficial to allocate human resources as effectively as possible, and Service Cloud technology helps to achieve this. In streamlining the customer service process, we are able to make it operate much more efficiently, requiring less manpower to get the job done. This helps us to allocate manpower where it is needed elsewhere, helping the business to run as efficiently and smoothly as possible. This could even help reduce the number of customer service incidents from arising in the first place.