{"id":8251,"date":"2022-05-05T07:22:00","date_gmt":"2023-06-06T07:22:16","guid":{"rendered":"https:\/\/www.salesforce.com\/?p=8251"},"modified":"2023-07-17T06:59:23","modified_gmt":"2023-07-17T06:59:23","slug":"service-is-the-new-sales","status":"publish","type":"post","link":"https:\/\/www.salesforce.com\/in\/blog\/service-is-the-new-sales\/","title":{"rendered":"How to Turn Connected Customer Service into Your New Sales Driver"},"content":{"rendered":"\n<p>Back in the day, customer service was simple. Most queries were resolved over the phone or email. And support was largely reactive \u2013 agents didn\u2019t have to do much till a customer reached out.<\/p>\n\n\n\n<p>But today, customers are placing greater stock in proactive, personalised, and omni-channel service. <a href=\"https:\/\/www.salesforce.com\/in\/resources\/research-reports\/state-of-the-connected-customer\/\" target=\"_blank\" adhocenable=\"false\" rel=\"noopener\">Ninety-one percent of customers say they\u2019re more likely to make another purchase after a great service experience<\/a>.<\/p>\n\n\n\n<p>In other words, service is no longer just about \u2018repair and recovery\u2019 \u2013 it\u2019s also an opportunity to drive sales. Agents have the power to influence purchasing decisions. But for this, backend systems between service and sales teams need to be integrated. Here\u2019s why.<\/p>\n\n\n\n<p>Customers are increasingly demanding a connected experience across touchpoints. If they call a service centre to learn more about a sales offer received via SMS, they expect the agent to have all the offer details at hand. Similarly, if they\u2019re trying to get a product issue resolved, they expect that a sales rep won\u2019t try and sell them more products till the problem is sorted out.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69e1c5d4c1b32&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69e1c5d4c1b32\" class=\"wp-block-image wp-lightbox-container\"><img decoding=\"async\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.salesforce.com\/in\/blog\/wp-content\/uploads\/sites\/9\/2023\/06\/service-is-the-new-sales-1-big.jpg?strip=all&#038;quality=95\" alt=\"Connection is the heart of great service\"\/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n\n\n\n<p>Unfortunately, these connected experiences across sales and service are rare. <a href=\"https:\/\/www.salesforce.com\/in\/resources\/research-reports\/state-of-the-connected-customer\/\" target=\"_blank\" rel=\"noopener\">Fifty-four percent of customers<\/a> say it generally feels like they\u2019re communicating with separate departments, not one company. And 65% say they often have to repeat or re-explain information to different representatives.<\/p>\n\n\n\n<p>The problem usually occurs when:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Customer data is scattered across emails, text messages, and other silos \u2013 so, neither Service nor Sales has a complete customer view<\/li>\n\n\n\n<li>A service agent or sales rep resigns, leaving behind gaps in customer knowledge<\/li>\n\n\n\n<li>Service doesn\u2019t share data with Sales and vice versa<\/li>\n<\/ul>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading has-large-font-size\" id=\"the-solution-break-down-the-walls-between-service-and-sales\"><span>The solution? Break down the walls between Service and Sales <\/span> <\/h2>\n\n\n\n<p>When Service and Sales are unified around a single source of customer truth, they can better understand and meet customer demands. A shared customer view enables them to connect the dots across the customer\u2019s journey, and deliver those seamless experiences that customers love.<\/p>\n\n\n\n<p>From a service perspective, a unified <a href=\"\/in\/crm\/what-is-crm\/\">CRM<\/a> empowers agents with all the customer data they need to hyper-personalise support, and provide trusted advice. It also empowers them to transform each service interaction into an opportunity to cross-sell and upsell, thus improving revenue.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69e1c5d4c30af&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69e1c5d4c30af\" class=\"wp-block-image wp-lightbox-container\"><img decoding=\"async\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.salesforce.com\/in\/blog\/wp-content\/uploads\/sites\/9\/2023\/06\/service-is-the-new-sales-2-big.jpg?strip=all&#038;quality=95\" alt=\"Know Your Customer with One Connected Experience\"\/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading has-large-font-size\" id=\"how-a-connected-crm-platform-can-help-transform-service-into-the-new-sales\"><span>How a connected CRM platform can help transform Service into the new Sales <\/span> <\/h2>\n\n\n\n<p> Let\u2019s explore a few scenarios where an integrated sales and service platform or CRM can help agents improve both customer satisfaction and sales: <img decoding=\"async\" alt=\"Lets Talk Some Scenarios\" src=\"https:\/\/www.salesforce.com\/in\/blog\/wp-content\/uploads\/sites\/9\/2023\/06\/service-is-the-new-sales-3-big.jpg?strip=all&#038;quality=95\"> <\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><b style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">Enable assisted website sales<\/b> <p>Imagine a prospect is browsing an insurance website, but doesn\u2019t know which policy is right for them. Confused, they\u2019re about to exit the site when a service chatbot pops up to help. By asking the prospect a few targeted questions about their needs, the bot helps them find a great policy. Straight away, a customer relationship is established.A few months later, the customer calls the service centre with a query about their policy statement. The agent has a 360-degree customer view on their CRM. So, they can see that the customer recently browsed the website for a life insurance policy.The agent gently inquires if the customer is still interested in the policy. Turns out they are. So, the agent immediately creates a lead in the CRM which is then transferred to a sales rep to complete the transaction. Thus, the agent has changed the game, and transformed a simple service interaction into a sales opportunity.<br><\/p><\/li>\n\n\n\n<li><b style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">Transform the care portal into a sales engine<\/b> <p>Some companies offer service portals where customers can monitor the status of a ticket, handle returns, download invoices, and more. But what if these service portals could also be used for sales?<\/p><span style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">Let\u2019s say a customer logs onto a furniture company\u2019s care portal to learn how to install a table they purchased the previous week. There they see a pop-up from the underlying CRM which has analysed the customer\u2019s data to recommend an ergonomic chair and floor protecting mat that will go well with the purchased table.<\/span> <p>The interested customer clicks on the pop-up window and is redirected to a payments page to complete the transaction. Voila &#8211; another seamlessly connected service-to-sales experience.<\/p><\/li>\n\n\n\n<li><b style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">Avoid a leakage of prospects from the call centre<\/b> <p>Many times, leads generated in a call centre get lost in a maze of internal emails before they even reach the sales team. But if you have a common platform that connects Sales and Service, then leads can flow seamlessly between the two.Let\u2019s say a prospect calls an automobile call centre to enquire about a new range of sedans. Through the CRM, the prospect\u2019s details are instantly captured by the agent, and transferred to the nearest dealership. The dealer calls the customer back within five minutes, picking up the conversation right from where the service agent left off. With the dealer\u2019s help, the customer identifies a premium sedan and agrees to do a test-drive. They\u2019re thrilled with the quick and connected service they\u2019ve received.<span style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\"> <\/span><\/p><\/li>\n\n\n\n<li><b style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">Generate leads from field service<\/b> <p>Field service agents aren\u2019t just great product installers or repairers &#8211; they\u2019re also brand ambassadors.<span style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\"> <\/span>Imagine that an air conditioner (AC) service technician visits a customer\u2019s house to fix a leaking AC. There they discover that the customer is thinking about fitting a new AC in their guest room. Immediately, the technician creates a lead on their mobile CRM app which is transferred to a sales rep. In a few minutes, the rep calls the customer, and guides them through the process of purchasing a new AC.<span style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\"> <\/span><\/p><\/li>\n\n\n\n<li><b style=\"color: var(--c-nero); font-family: var(--f-secondary); font-size: 1rem; letter-spacing: 0.0012em;\">Elevate buying experiences by connecting sales and service<\/b> <p>Through a connected CRM, service agents can have a complete view of the customer\u2019s purchasing history and potential sales opportunities. For example, an agent may discover that the customer complaint on which they\u2019re working is for a high value customer that\u2019s looking to purchase an enterprise software licence. Knowing this, the agent can decide to prioritise and accelerate case resolution, so that the customer\u2019s purchasing journey isn\u2019t delayed.In some cases, the agent can even sweeten the deal by offering the customer a 10% discount on their next software purchase as a loyalty benefit. The agent isn\u2019t the one making this decision \u2013 it\u2019s the <a href=\"https:\/\/www.salesforce.com\/in\/crm\/\" target=\"_blank\" rel=\"noopener\">CRM software<\/a> which uses predefined algorithms to calculate a benefit that will delight the customer.Sales reps too should be aware of the customer\u2019s service history, including open cases and previous complaints. They can then mould their pitch and tone to be more empathetic. For example, a sales rep might see through their CRM that a customer whose software licence is up for renewal, is also in the midst of resolving a service issue. So, when the rep calls the customer, the first thing they do is update them about the issue status. They also offer to extend the customer\u2019s renewal deadline. The customer sees that the company truly cares about service and experience over sales. This makes them more loyal to the brand.<\/p> <\/li>\n<\/ul>\n\n\n\n<p>Each of these scenarios demonstrates how a unified sales and service experience can be a powerful differentiator. It helps service teams transform from problem-solvers to sellers, while also enabling sales teams to transform from sellers to advisors.<\/p>\n\n\n\n<figure data-wp-context=\"{&quot;imageId&quot;:&quot;69e1c5d4c44be&quot;}\" data-wp-interactive=\"core\/image\" data-wp-key=\"69e1c5d4c44be\" class=\"wp-block-image wp-lightbox-container\"><img decoding=\"async\" data-wp-class--hide=\"state.isContentHidden\" data-wp-class--show=\"state.isContentVisible\" data-wp-init=\"callbacks.setButtonStyles\" data-wp-on--click=\"actions.showLightbox\" data-wp-on--load=\"callbacks.setButtonStyles\" data-wp-on-window--resize=\"callbacks.setButtonStyles\" src=\"https:\/\/www.salesforce.com\/in\/blog\/wp-content\/uploads\/sites\/9\/2023\/06\/service-is-the-new-sales-4-big.jpg?strip=all&#038;quality=95\" alt=\"Connect Sales and Service to Ignite the Customer Experience\"\/><button\n\t\t\tclass=\"lightbox-trigger\"\n\t\t\ttype=\"button\"\n\t\t\taria-haspopup=\"dialog\"\n\t\t\taria-label=\"Enlarge\"\n\t\t\tdata-wp-init=\"callbacks.initTriggerButton\"\n\t\t\tdata-wp-on--click=\"actions.showLightbox\"\n\t\t\tdata-wp-style--right=\"state.imageButtonRight\"\n\t\t\tdata-wp-style--top=\"state.imageButtonTop\"\n\t\t>\n\t\t\t<svg xmlns=\"http:\/\/www.w3.org\/2000\/svg\" width=\"12\" height=\"12\" fill=\"none\" viewBox=\"0 0 12 12\">\n\t\t\t\t<path fill=\"#fff\" d=\"M2 0a2 2 0 0 0-2 2v2h1.5V2a.5.5 0 0 1 .5-.5h2V0H2Zm2 10.5H2a.5.5 0 0 1-.5-.5V8H0v2a2 2 0 0 0 2 2h2v-1.5ZM8 12v-1.5h2a.5.5 0 0 0 .5-.5V8H12v2a2 2 0 0 1-2 2H8Zm2-12a2 2 0 0 1 2 2v2h-1.5V2a.5.5 0 0 0-.5-.5H8V0h2Z\" \/>\n\t\t\t<\/svg>\n\t\t<\/button><\/figure>\n\n\n\n<p><\/p>\n\n\n\n<h2 class=\"wp-block-heading has-large-font-size\" id=\"bring-sales-and-service-together-with-salesforce-customer-360\"><span>Bring Sales and Service together with Salesforce Customer 360 <\/span> <\/h2>\n\n\n\n<p>Salesforce gives you one platform with one 360-degree view of your customers, so that you can deliver one consistent experience across Sales and Service. <a href=\"https:\/\/www.salesforce.com\/in\/products\/\" target=\"_blank\" rel=\"noopener\">Salesforce Customer 360<\/a> breaks down the silos between teams, enabling everyone to collaborate more productively, and coordinate customer journeys with ease.<\/p>\n\n\n\n<p>Here\u2019s how that benefits the CRM solution users in particular:<\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li><b>Know customer betters<\/b>: All customer data, ranging from previous purchases to service history, is consolidated in a single place. So, teams can deliver truly hyper-personalised and empathetic service, elevating how customers see your brand.<\/li>\n\n\n\n<li><b>Optimise revenue<\/b>: At the click of a button, you can identify what customers desire, need, or hope for \u2013 sometimes even before customers know it themselves. This enables them to not only enhance customer trust, but also spot opportunities to upsell and drive revenue.<\/li>\n\n\n\n<li><b>Increase productivity<\/b>: Thanks to streamlined processes, information flows seamlessly between Sales and Service. So, agents can work faster to resolve customer issues, transfer leads to Sales, and engage effectively across channels.<\/li>\n<\/ul>\n","protected":false},"excerpt":{"rendered":"<p>Social commerce is revolutionising India\u2019s ecommerce industry.  Discover what\u2019s driving this trend and how your brand can use it to boost sales.<\/p>\n","protected":false},"author":1,"featured_media":8246,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"sf_justforyou_enable_alt":true,"optimizely_content_id":"9d81bf489774477a8f734cffcc5178f7","post_meta_title":"","ai_synopsis":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"sf_topic":[633],"sf_content_type":[],"coauthors":[577],"class_list":["post-8251","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","sf_topic-customer-service"],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v27.2 (Yoast SEO v27.2) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>How to Turn Connected Customer Service into Your New Sales Driver - Salesforce<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.salesforce.com\/in\/blog\/service-is-the-new-sales\/\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How to Turn Connected Customer Service into Your New Sales Driver\" \/>\n<meta property=\"og:description\" content=\"Social commerce is revolutionising India\u2019s ecommerce industry. Discover what\u2019s driving this trend and how your brand can use it to boost sales.\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.salesforce.com\/in\/blog\/service-is-the-new-sales\/\" \/>\n<meta property=\"og:site_name\" content=\"Salesforce\" \/>\n<meta property=\"article:published_time\" content=\"2023-06-06T07:22:16+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2023-07-17T06:59:23+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.salesforce.com\/in\/blog\/wp-content\/uploads\/sites\/9\/2023\/06\/service-is-the-new-sales-main-image.png\" \/>\n\t<meta property=\"og:image:width\" content=\"500\" \/>\n\t<meta property=\"og:image:height\" content=\"281\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/png\" \/>\n<meta name=\"author\" content=\"Rahul Gupta\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Rahul Gupta\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"7 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\/\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\/\/www.salesforce.com\/in\/blog\/service-is-the-new-sales\/#article\",\"isPartOf\":{\"@id\":\"https:\/\/www.salesforce.com\/in\/blog\/service-is-the-new-sales\/\"},\"author\":[{\"@id\":\"https:\/\/www.salesforce.com\/in\/blog\/#\/schema\/person\/image\/71e77fdf684538ef43c2dc324f1c67f2\"}],\"headline\":\"How to Turn Connected Customer Service into Your New Sales Driver\",\"datePublished\":\"2023-06-06T07:22:16+00:00\",\"dateModified\":\"2023-07-17T06:59:23+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\/\/www.salesforce.com\/in\/blog\/service-is-the-new-sales\/\"},\"wordCount\":1385,\"commentCount\":0,\"image\":{\"@id\":\"https:\/\/www.salesforce.com\/in\/blog\/service-is-the-new-sales\/#primaryimage\"},\"thumbnailUrl\":\"https:\/\/www.salesforce.com\/in\/blog\/wp-content\/uploads\/sites\/9\/2023\/06\/service-is-the-new-sales-main-image.png\",\"inLanguage\":\"en-IN\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\/\/www.salesforce.com\/in\/blog\/service-is-the-new-sales\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\/\/www.salesforce.com\/in\/blog\/service-is-the-new-sales\/\",\"url\":\"https:\/\/www.salesforce.com\/in\/blog\/service-is-the-new-sales\/\",\"name\":\"How to Turn Connected Customer Service into Your New Sales Driver - 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