Service & Support

Intelligence You Can Act On

Service managers and executives have a challenging mandate—continuously improve service quality while decreasing costs. To do it, they must have access to up-to-the minute information about global service operations—such as agent performance and service quality—so that they can make the right adjustments and implement changes that will have a positive impact, quickly.

 
Performance Dashboard

Managers get a single, real-time view of the call center metrics that matter with Salesforce’s performance dashboards. With an at-a-glance overview of the service organization, you can quickly and confidently make scheduling and allocation decisions to impact the business. As your call center priorities evolve, you can easily add or subtract call center metrics in your custom dashboard, and tasks such as drilling in for more detail or sharing dashboards with executives require just a click.

 
Customer Issue Analysis

Salesforce helps ensure that valuable data gathered from customer interactions result in continuous improvements in the quality of your products and services. Customer service managers can immediately identify common issues and capture product defect data, enhancement requests, and other insights in order to provide valuable feedback to your product teams and management about how to improve your business.

 
Service Quality Analysis

Take advantage of critical insights into service quality that Salesforce can help you identify, including measurements of response times, first-contact resolution rates, quality monitoring, call center metrics, and more. Managers have all the tools they need to identify service trends and more proactively adapt service processes as your organization and your customers’ needs evolve.

 
Agent Performance Metrics

By carefully monitoring agent performance metrics, you can ensure that your team’s performance always exceeds customer expectations. Performance management tools help you track demand and agent workload in real time so you can allocate resources appropriately. And get critical, up-to-the-minute insight that allows you to head off performance issues and time-consuming problems before they affect customer service.