about agent productivity today.
we know that a great agent experience
leads to a great customer experience
but how do you achieve that while reducing costs?
Today, I'll share three ways
we are increasing agent productivity at Salesforce.
Welcome to Salesforce on Salesforce,
an inside look at our sales, service, marketing
with helpful how-to tips you can use for your business.
For service professionals,
we'll have tips on things
like how to create self service experiences,
how to deliver proactive service and so much more.
we call our service team support engineers.
But in your organization,
they might also be known as service agents
or customer representatives.
With high customer expectations and high case volume,
the agent experience is essential
to the customer experience.
One way to set your teams up for success,
prevent burnout out, and do more with less,
is by using automation and productivity tools.
So what do agents think about all this automation?
77% of agency automating routine tasks
allows them to focus on more complex work
according to the State of the Connected Customer Report.
With the help of productivity and automation tools,
agents can build customer loyalty through scaled,
personalized, and connected experiences.
This keeps agents time to do what they do best:
build customer relationships.
Salesforce uses automation and productivity tools.
Tip one, automate how you route cases.
we resolve over a million support cases a year.
With our growing portfolio of products,
our global support team, and 150,000 customers worldwide,
getting cases to the right person at the right time
is really complex and time sensitive.
In the past, work would be routed
to general queues manually assigned, and then rerouted
when it landed in the wrong queue.
Today, we automate case routing
with service cloud omnichannel routing.
Only routes cases from all of our customer channels
like phone, embedded chat, and web to case
and finds the best support engineer to resolve the issue
based on the product, topic and skills needed
It also considers support engineer availability
The Omni Supervisor dashboard allows managers
to have a clear view of the work
their team is delivering,
ensures teams are focusing on cases
in their skill set and minimizes rerouting
and cases being left behind.
Best of all, it's an easier experience for customers
and ensures cases are resolved as fast as possible.
Tip two, reduce manual processes.
Nothing slows down productivity like administrative tasks.
For example, logging case details, managing status updates
and toggling between screens.
we use flows to automate processes
to allow our support engineers
to spend their time solving customer problems.
Let me tell you about two simple flows
Status update flow and automated email flow.
Status update flows mean that support engineers
no longer need to change the status
We have common statuses such as awaiting customer response,
working and solution provided.
These are triggered based on the actions
from the customer or our team.
This also gives managers visibility
into their team's caseload and case progression.
Our email reminder flow manages, you guessed it,
email reminders to our customers
when we are waiting for a response.
For example, if a case status is awaiting customer response,
our flow triggers an automated email
to remind the customer to respond within two days.
This cadence of reminder notification continues
based on a preset schedule.
So if you don't hear from the customer within five days
our flow will automatically close the case.
It also emails the customer giving them 10 days
to reopen the case if they wish.
Fun fact, Marketing Cloud powers are email sense
and gives us rich insights into how customers
are engaging with our emails and updates.
All right, that brings us to our last step.
Tip three, bring in the right experts at the right time.
Salesforce has a global support team
spread across 19 countries
and an even larger pool of experts from R&D and product.
How do we make sure we bring the right experts in
at the right time to solve a complex case?
driving collaboration between our teams
from all around the world
to assist when solutions are needed quickly.
In Salesforce support, we use Slack to solve cases.
traditionally follow an escalation model.
This means there were different tiers of agents.
Agents would escalate customers' cases
to the next year when they were unable to find a resolution.
This makes for a frustrating customer experience
as the customer would have to repeat their issues
several times and cause further delays.
Today, our support engineers work on a TLS swarming model.
This means there is one case owner
who is the primary point of contact with the customer
throughout the duration of the case.
will use the collective expertise of a team
to solve a case if they are unable to resolve on their own.
Let me walk you through it.
When a support engineers need help on a case,
the initiator Slack swarm directly
within the service console
using the Slack for service integration.
This brings us support engineers
and a team of experts together
in a Slack channel to collaborate.
Once the group determines the solution,
the case owner shares that with our customer.
For the customer, this means access to expert advice
with only one point of contact.
Already swarming with Slack has decreased
our case resolution time by 26%.
Three ways you can use automation and productivity tools
to supercharge your agent experience.
Check out the additional resource provider
and be sure to watch the other episodes
in this series to learn how we at Salesforce
use our products to deliver exceptional service experiences.
