Service Cloud
Service Cloud is a platform designed to help businesses manage their customer service processes. Our Salesforce experts can help you implement Service Cloud and customize it to streamline your support processes. With Service Cloud, you can track customer cases, manage customer accounts, and handle escalations. Expand your support across the channels be it phone, email, social or chat.
Service Cloud
Service Cloud is a platform designed to help businesses manage their customer service processes. Our Salesforce experts can help you implement Service Cloud and customize it to streamline your support processes. With Service Cloud, you can track customer cases, manage customer accounts, and handle escalations. Expand your support across the channels be it phone, email, social or chat.
Case Management
Enhance the swiftness of resolving customer support cases and with Salesforce Service Cloud that empowers your agents with all the necessary information, solutions, and insights they need to deliver exceptional services. Experience the convenience of viewing every customer interaction in a coherent, easy-to-follow timeline, irrespective of the channel used. Get access to every email, knowledge article, or any other critical information about a case for your reference.
Let Einstein, AI technology, take charge of assigning the perfect agent to every case with intelligent routing recommendations that ensure cases never slip through the cracks.
Lightning Console
Rev up your agent productivity and watch them excel in their roles with ease. The Lightning Console puts every critical piece of information your agents need to deliver lightning-fast service right at their fingertips. From customer profiles to knowledge and subject matter experts, everything is seamlessly integrated into one dynamic hub. Empower your agents to answer customer queries accurately on the first try, anticipate their needs and proactively deliver world-class solutions.
Simplify your agent’s workflow with the dynamic and responsive layout of the Lightning Console. The intuitive design of the console acts like a portal, making it easy for agents to access frequently used actions without missing a beat. With all the necessary information readily available and the console streamlining all of the most crucial aspects of the job, your agents can focus on what they do best – delivering superior customer service.
Knowledge
The treasure trove of information, known as the Knowledge Database, is a priceless asset for any business that values exceptional customer care. Whether it’s for self-service or agent-assisted customer support, the power of knowledge can catapult case resolution times to the next level.
By embedding this knowledge base directly into the console, agents can maximize their productivity and deliver swift solutions to customers without any hassle. They can even share relevant articles across different channels and devices with just a single click.
The integration of this valuable resource into your service website means that customers can easily help themselves in record time. With secure customer portals, public sites, and customer communities, providing an effortless experience for customers has never been easier, no matter what device they use.
With industry-leading best practices and the first KCSv5 verified knowledge management and incident management solution, your knowledge management process is streamlined to perfection. You can rest assured that the accuracy of every article is maintained and updated, ensuring the highest quality of information for your customers.
Omni-channel
Maximize your workforce’s potential with the seamless integration of multi-channel presence and routing capabilities. Watch as cases are automatically directed to the most fitting and available agent with precision and efficiency. Administrators can configure the system to distribute work based on the agent’s skillset, availability, and workload capacity, streamlining your organization’s productivity.
Rev up your productivity with intelligent routing that ensures business priorities are met. Instead of randomly assigning tasks to employees, the system is designed to dispatch work based on priority, size, and importance. Enjoy real-time updates on agent status, guaranteeing that high-priority work is given prompt attention. The system provides a 360-degree view of the customer experience across all channels, empowering agents to respond to customers with context and intelligence.
Reap the benefits of insightful analytics that provide visibility into employee performance. Track how often and for how long employees work on certain cases and statuses. Measure average wait times, handle times, and adherence to service level agreements. Leverage these reports to identify trends, react to potential issues and problem areas, and optimize your workforce’s productivity.
Chat
Don’t let confusion or inquiries drive customers away. Elevate your customer support by providing real-time assistance through live chat software, right on your website or application.
Empower your support team to offer swift and effective assistance by providing them with access to complete customer profiles and context through each chat. Agents can utilize chat sneak peeks, keyboard shortcuts, and pre-written messages to handle queries promptly. Utilize AI-powered chatbots to manage routine queries and increase the efficiency of your support team.
Enhance your team’s skills in real-time through private messaging, and monitor their queues, workload balance, and metrics for continuous improvement.
Telephony integration
Enhance your customer service and elevate satisfaction levels with the remarkable computer-telephony integration, commonly known as CTI.
Familiarize yourself with the identity of the caller even before they speak, and save precious time by getting an instant glimpse of their customer information or account details on your screen. Streamline your work by having all your call notes automatically logged and paired with relevant objects such as contact records or cases, making your life easier and more organized.
Make calling an effortless task by converting all phone numbers into clickable links within Salesforce, saving you valuable hours of lost productivity.
Take full control of your calls and manage them with ease, without ever having to leave the Service Cloud console. Place calls, place them on hold, transfer them to another agent, or add multiple participants to a conference call, all without ever touching your phone.