The key to call center and contact center management is more than just case management and customer service software. Increase agent productivity and improve customer satisfaction with the world’s #1 customer support application, Service Cloud from Salesforce.
How do you bring together all the tools your agents need to engage customers like never before? From self-service portals to knowledge management, live chat software to mobile service, the Lightning Console delivers the tools your agents need in a unified, multi-monitor desktop, giving them a complete view of the customer and a single source of truth.
Manage and enforce your customer support processes with entitlement management. Establish and track entitlements such as first response and resolution times, so when customers need support, your agents can verify whether they are eligible for support. With the Milestones feature in the Lightning Console, agents can track service contracts such as warranties, subscriptions, or service level agreements to ensure that the agreed upon response or resolution times are met.
Customers are increasingly connecting with businesses via digital channels such as websites, mobile apps, text/SMS, social media, or live video. However, most companies are still delivering "fractured" customer experiences when customers move between channels. With Service Cloud’s omni-channel feature you can maintain a conversation with your customer across any channel, so that no matter what you’re delivering in-context service. Omni-channel service also allows you to route the right cases to the right agent every time, based on agent availability, skills, or any other criteria important to your organization.
You don’t learn everything in life by reading a manual. Sometimes it helps to get a helping hand. If you have questions about products, implementation, integration, or anything else, give us a call. Our highly trained reps are standing by, ready with answers.
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