Turn up customer satisfaction 45%. Turn on Service Cloud.
With Service Cloud, you’ll be able to:
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Increase customer satisfaction using the #1 platform for service.
- Use omni-channel routing to automatically match cases to the agent with the best skillset to solve them.
- Track customers’ assets, orders, support history, and more, in one place for a complete view of their activity.
- Log notes instantly when customers call. Plus, manage calls from within the console without touching the phone.
- Get a 360-degree view of each customer by connecting data across departments and back-end systems into one space for your agents.
- Put productivity tools like macros, keyboard shortcuts, and ready-to-use templates at your agents’ fingertips.
- Use knowledge management to drive quick case resolution with recommended articles and optimized article search.
Service Process Automation
- Design processes with a point-and-click interface that lets you orchestrate workflows, create and update records, log calls, send emails, and more.
- Recommend actions and guide agents through processes with dynamic and adaptive screens.
- Make it easy for your contact center agents to pick up where the customer left off and resolve the request at any point in the support process.
High-performing service teams are:
more likely to excel at mobile customer service*
more likely to give agents a complete view of customer information*
more likely to use analytics to improve customer service*
*Compared to underperformers. Source: Salesforce Research “State of Service” report.