The Lightning Service Console<\/a> is all about speed and efficiency. From the moment a case is created, the console puts all relevant customer info in front of the agent handling the case. In fact, the system operates in order to save time \u2014 down to the second \u2014 with predictive text and macros for FAQs and follow-up options.<\/p>\n There are many ways to quantify customer service and break down the customer\u2019s experience into metrics and data points. But there\u2019s only one metric that makes it to the boardroom: customer satisfaction<\/b>. On average, customers who use Service Cloud report 45 per cent higher satisfaction, and it\u2019s been the leader in the Gartner Magic Quadrant for customer engagement six years running.<\/p>\n What\u2019s driving these numbers isn\u2019t how fast agents respond (although Service Cloud is fast) or even that they solve a problem (even though it\u2019s a powerful problem-solving tool). It turns out that the primary cause of customer dissatisfaction and disloyalty is the amount of effort<\/a> it takes to solve a service inquiry. With this in mind, ease of use is embedded in the Service Cloud platform.<\/p>\n Self-service<\/a>, which is the option of allowing customers to find answers and solutions to their customer service inquiries without interacting with an agent, has major advantages. It decreases case volume and increases customer action and engagement. Customers with basic questions can find answers quickly on their own, which frees agents to focus on more complex cases. Social features like forums and knowledge bases give valuable insight into community trends and customer behaviour.<\/p>\n One of the truths of the internet is that no one has to do anything they don\u2019t want to do. Convenience is no longer a plus: It\u2019s a must.<\/p>\n Service Cloud allows customers to connect with your team on their mobile devices. The platform is enabled with two-way audio and video, if that\u2019s how the customer would prefer to engage, and the app runs without interrupting your customer\u2019s web browsing. Your customer service agents can help your customers without disrupting their day. Furthermore, with the integration of Amazon Connect with Service Cloud Einstein<\/a>,<\/p>\n \u201cCompanies will be able to easily set up and manage a customer contact center in minutes and then fully connect it to service case histories and CRM data across sales, commerce, marketing and more. Now every service employee will get smarter and have access to the insights needed to resolve any service issue quickly and efficiently to deliver a connected, personalized customer experience.\u201d<\/p>\n That\u2019s effortless service.<\/p>\n The console puts everything an agent needs to know right in front of him or her. It provides previous cases, past purchases, and context for the current case, which reduces instances of the inconvenience of customers being forced to explain their case to each new representative.<\/p>\n All of this is integrated with social media platforms, your chosen key performance indicators (KPIs), and team channels to keep managers, sales teams, and service representatives on the same page. Additionally, agents can use this information to create articles for your company\u2019s public-facing knowledge base in order to help future customers with similar queries.<\/p>\n By embedding service in a mobile app, you\u2019ll be doing better than the 90 per cent of apps<\/a> that have inadequate service options.<\/p>\n![\"Free](\"https:\/\/www.salesforce.com\/ca\/blog\/wp-content\/uploads\/sites\/12\/2023\/10\/make-service-easy-cta.jpg?strip=all&quality=95\")
<\/img><\/a><\/p>\nClose Cases Faster<\/h3>\n
Boost Efficiency and Reduce Friction<\/h3>\n
Provide Smarter Self Service<\/h3>\n
Personalize Customer Care<\/h3>\n
Get to Know Your Customers on a New Level<\/h3>\n
Deliver Support Everywhere and Dispatch Help in Real Time<\/h3>\n