Service Cloud connects every retail service touchpoint across self-service, your contact center, and field on one platform grounded in complete customer context. Resolve cases faster, build loyalty, and reduce costs with AI agents that know your brand, your policies, and every dimension of your shoppers.
Service Cloud for Retail connects your self-service, contact center, and store teams on one platform, powered by the full shopper picture. From WISMO to returns to loyalty questions, AI agents handle high-volume requests autonomously, escalate with full context, and deliver the kind of resolution that turns a service interaction into the next sale.
Deploy an AI agents that resolves routine shopper questions 24/7, from returns, to order status, store locator, or loyalty points, across every digital channel. Grounded in your brand voice and policies, it escalates to a human rep with full shopper context when the situation calls for it.
Give shoppers a branded, concierge-style portal to manage orders, returns, and account details without waiting for an agent. Powered by automation and AI, it anticipates common needs and proactively resolves them, turning every interaction into a loyalty-building moment.
Reduce handle time with AI-generated replies grounded in your knowledge base across SMS, WhatsApp, email, and every digital channel. Agents review, edit, or send with a single click. Every reply reflects your brand voice and policies, not a generic chatbot response.
Don't wait for shoppers to ask. Use real-time Data 360 signals like a delayed shipment or a low loyalty balance to trigger proactive outreach before the issue becomes a complaint. Agentforce reaches shoppers first, on the right channel, with the right resolution already in hand.
Route every shopper inquiry from voice to chat to social to the right rep or AI agent automatically, based on skill, availability, and real-time shopper context. No queue-hopping, no repeated explanations. Peak season or off-peak, every shopper lands in the right place instantly.
Streamline customer support, boost agent productivity, accelerate agent onboarding, and ensure company policy compliance with Service Rep Assistant, powered by Agentforce. Create dynamic, step-by-step action plans based on incoming case data, customer engagement history, and Knowledge. When you integrate intelligent automation with detailed service plans, you'll meet higher service standards, optimize resource allocation, and improve overall customer satisfaction.
Plan staffing for peak season with AI-powered forecasting, build smarter schedules, and reallocate resources in real time when demand spikes. Quality management reviews rep interactions against your standards, surfaces coaching opportunities, and drives measurable improvement in CSAT.
Give supervisors a live view of every human rep and AI agent with real-time analytics to spot trends, catch sentiment shifts, and act before issues escalate. Proactively adjust queues, skill assignments, and agent status on the fly to protect CSAT across your busiest trading days.
Free field teams from manual scheduling. Agentforce books, reschedules, and confirms service appointments 24/7, across any channel, and proactively schedules maintenance before issues arise. When unexpected conflicts hit, Agentforce reshuffles automatically and keeps every shopper informed.
Have confidence that your AI agent workforce is completing tasks effectively. View every conversation between customers and Agentforce in one place. Monitor any interaction in real time and feel confident that Agentforce is delivering the kind of customer experiences that set you apart.
Use real-time data to quickly assess the impact of global or in-day optimization on travel time and resource utilization. When refining your scheduling policy, get an instant view of optimization results and KPI changes.
Enhance customer satisfaction with our self-service solution. Empower customers to effortlessly schedule appointments, receive real-time updates, and stay informed about their onsite visits, creating an experience that's more convenient and extremely efficient.
Drive productivity, reduce costs, and increase customer satisfaction at scale with Service Cloud.
Upgrade your service levels with purpose-built AI that’s predictive, generative, and autonomous. Use Agentforce to deliver better and faster service that works across every channel.
Drive efficiencies and case resolutions faster with AI, automation, and Omni-Channel support.
Drive efficiencies and case resolutions faster with AI, automation, and omni-channel support.
Power productivity with automation, knowledge, AI, and collaboration at the center of an open, extensible platform in Slack.
Deflect cases, cut costs, and boost efficiency by empowering your customers to find answers first.
Streamline operations, boost profits, and increase happiness for your field team and customers.
Ready to give every shopper the service they expect and every rep the AI they need? Let's build your Agentic Service experience together.
We’re creating this magical journey, and our customers are saying, “Wow! They actually understand who I am and what I want."
Peter Ratcliffe,Head of Technology, R. M. Williams
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Discover insights and thought leadership for the retail industry.
Our portfolio of products, built on the trusted Headless 360 platform, helps you connect with customers in a whole new way. Now your retail customer service, marketing, sales, commerce, IT, point of sale associates, and data teams can all augment their work with connected data, trusted AI purpose-built for retail.
Retailers have access to a unified engagement platform that provides a single source of truth across their entire partner ecosystem: retail marketing, commerce, service, IT, and store. You can now focus on driving costs down and loyalty up with Salesforce for retail CRM.
Retail software helps retailers manage customer interactions across channels. It streamlines customer support processes and offers features like case management, digital engagement, knowledge management, and collaboration to solve inquiries faster and increase customer satisfaction.
Customer service and support software is crucial for businesses to deliver efficient customer support and ensure increased satisfaction and loyalty. It manages support inquiries, tracks and resolves issues, and provides insights to enhance customer experiences, driving business growth and success.
Choose the retail solution that's right for you — whether your goal is to win new and profitable customers, simplify and scale omni-channel commerce, elevate connected and consistent retail customer service, supercharge your store and HQ employees, or strengthen and optimize partner relationships.
