Service & Support

The SaaS Revolution in Customer Service & Support

The world is changing quickly: There are many more products to support. Thanks to the Internet, customers expect instant service. And thanks to the social Web, they now have a louder voice than ever before. But there’s one problem: Client-server technology isn’t designed for the Web—plus it’s too slow to adapt and too hard to use. No wonder leading companies like Qualcomm, Misys, and Corporate Express are finding success with software as a service (SaaS).

It’s time for a new customer service & support model. That’s why Salesforce CRM has become the fastest-growing application among call centers and support teams of all sizes. Our multitenant SaaS platform lets you:

  • Get up and running in weeks, not months
  • Easily customize, integrate, and modify the solution, without “breaking” any upgrades
  • Run on a scalable infrastructure trusted by the world’s largest companies  

The Salesforce CRM Customer Service & Support solution includes everything you need for success:

Platform: React Fast to Your Changing Business

Salesforce CRM lets you react as quickly as your business needs you to. Now, you can quickly deploy to agents globally. Integrate with 70+ compatible telephony systems. Get a crystal-clear view of performance with reports and dashboards. Change business processes easily with clicks and the power of code. And extend functionality with hundreds of add-on applications.
Analytics | Customization and Integration | AppExchange

Call Center: Make Every Agent Successful

Happy agents create happy customers. The simplicity and power of Salesforce CRM gives your agents everything they need to be productive and successful. Get the whole story with a 360-degree view of the customer. Enjoy desktop-quality performance that’s as easy to use as Amazon.com. And access the knowledge and expertise to help deliver immediate resolution.
Call Center | Agent Console | CTI Integration


Knowledge Base: Find Just the Answer You Need, and Nothing You Don’t

It's not always easy to find the answer to a customer’s question, especially if you have to wade through thousands of search results. Salesforce CRM lets you cut though the “noise.” Pinpoint only those answers relevant to a particular customer. And deliver the right answer the first time, every time, through both call center and self-service channels.
Knowledge Management

Customer Portal: Turn Self-Service into the Preferred Customer Destination

Web self-service is cheaper for you and more convenient for your customers. Go beyond call deflection and truly engage your customers online. Our customer portal is an extension of your call center—with no extra work for you. Now, you can offer everything your customers need for self-service. Build your own online community. Be part of the conversation, tap into their ideas, and turn them into evangelists.
Portal | Self-Service Case Resolution | Personalize and Customize