What customers expect from service nowadays
Speed
Fast answers and solutions are still the top priority for customers. Be it late delivery or machine failure, responsive customer service builds trust and loyalty.
Personalisation
Regardless of the channel or contact people, customers wish to be recognised immediately, not to have to describe their concerns several times and to be given an personalised solution for their problem.
Consistency
Depending on their preferences, situation or time of day, customers use different channels - from telephone to chatbot to self-service. They expect a seamless experience across all interactions.
Proactivity
Through data-driven, intelligent offers such as personalized recommendations or predictive maintenance, service can now offer added value that customers no longer want to do without.
“Serving the consumer is as important to us as getting the sale, we want our customers to really connect with our brands. And that connection needs to be nurtured beyond the point of purchase.”
Business Value
Excellent customer service makes a decisive contribution to corporate success and is the prerequisite for satisfaction, loyalty and increased sales. It is essential for service managers to make these effects measurable and visible across the company.
Transparency
The overview of volume, response speed and rate, frequently occurring inquiries and more form the basis for making the service ever better, more customer-oriented and more efficient. Dashboards and evaluations at the push of a button are indispensable for this.
Teamwork
Teams are only successful when everyone pulls together. The customer-facing departments such as sales, marketing, e-commerce and above all, service, therefore need a common platform instead of isolated applications in order to work together effectively towards this goal.
Employee Experience
It is now more important than ever for service managers to enable every team member to impress customers with top performance anytime and anywhere. The right tools and skills enable an employee experience that results in engaged employees and happy customers.
“Salesforce helps us connect with customers at the right time on the right channel. The contact centre handles cases via email, phone, Live Chat, and WhatsApp from a central console to give customers seamless omnichannel service”
What service teams need today
360-degree view
Instant insight into all key customer data and past interactions enables employees to deliver customer experiences that delight.
Service from anywhere
Today, more than ever, the services must be able to access and change relevant data at any time and from any end device - whether in the office, at home or on the go.
More efficiency
Technologies such as AI, self-service portals, chatbots and automation tools make it easier and faster to process requests, even when the volume is unexpectedly high.
Collaboration
Service teams want to achieve the maximum benefit for customers and the company together. To do this, they need all applications, experts and data combined on a common platform.
Optimized field service
A high first-time fix rate increases customer and field team satisfaction. For this, the field service needs data access, tools and technical information to solve problems on site the first time.
Ongoing training & development
Service employees today need more and more extensive knowledge in order to support customers competently. They must continuously keep their digital skills and product knowledge up to date.
IDC Report: Employee Engagement Drives Customer Satisfaction
IDC Report: Employee Engagement Drives Customer Satisfaction
IDC Report: Employee Engagement Drives Customer Satisfaction
Employee experience and customer experience are growing together more and more. Learn how to improve the customer and agent experience in customer service in one step in this new IDC survey.
Success stories of our customers
Be inspired by the success stories of other medium-sized companies.
State of Service Report
Learn all about the priorities of customer service managers and agents worldwide.
State of the Connected Customer Report
Insights into the profound shift in customer expectations and behavior.
All about Service Cloud
Meet Service Cloud, the leading platform for customer service.
Salesforce for the midmarket
Explore what Salesforce has to offer for small and medium-sized businesses - even beyond customer service.
Trailhead for Service
Boost your Service skills and career with Trailhead. It's a fun and free way to learn!
Connect with Salesforce to achieve the highest excellence in customer service
Numerous Swiss medium-sized companies rely on Salesforce as a trustworthy partner when transforming their customer service. Based on the Salesforce platform, the contact center and field service are seamlessly networked across all channels: with customers and service partners as well as with all customer-side departments from sales to marketing to e-commerce. Talk to us about how your service team can work faster and more productively. For high customer satisfaction at lower costs.
