Listen and respond to customers across a variety of social platforms, including Twitter, Facebook, and other social networks. By combining the power of Service Cloud with Salesforce Social Studio, social customer care requests are escalated directly to your social service team.
Route social cases to the right agent at the right time. Using keywords, classifiers, and language detection ensure that agents receive actionable posts to work the right issues in the right way. And in this multichannel world, agents switch the conversation to the best channel for the customer, whether it's email, phone, chat, social networks, or a community.
Because social customer service is an integrated, seamless part of the Salesforce Customer Success Platform, your social care team gains a comprehensive picture of the customer before responding. This true 360-degree view of the customer empowers agents with social media engagement, in real time, on the channels where customers are talking.
When consumers first started to use social media channels for customer service, many organisations were taken by surprise. But social customer service has evolved fast, and today’s landscape sees companies rising to the challenge of customer complaints and questions that need to be answered in near-real time. Consumers have come to expect immediate, personalised responses via social customer service channels. They also expect your social teams to work in tandem with your entire customer service operation. It might seem like a tall order, but delivering service that goes above and beyond the customer’s expectations can be easy with the right digital platform.
Social customer service (sometimes known as Social CRM) is just one of the versatile tools in the Salesforce Service Cloud. With one flexible platform, you can monitor and respond to queries on multiple social channels including Facebook and Twitter, all via one easy-to-use dashboard. Cases can be automatically routed to the most appropriate agents using keywords, classifiers and language detection.
Your dashboard is also integrated with other channels like phone, online customer portals, email and live chat, so your agents can hop between channels in order to deliver the appropriate response through the appropriate medium. You’ll have a 360-degree customer profile to refer to, giving you all the background you need on each individual case, including previous messages, products bought and even demographic information like Facebook interests, posts and updates, so it’s quicker and easier to find the right solution for each customer.
Discover how you can leverage social media for customer service with Salesforce Service Cloud:
Social media is where your customers connect – with friends, family, and increasingly with brands and organisations. It’s not just about social media customer service. There are huge opportunities for marketers in the social space, too. And to take advantage of them all, you need to make sure your social media marketing software is working in your favour.
Good social media marketing isn’t about hijacking social channels. It’s about contributing to conversations that are already happening in a relevant, useful way. To join the appropriate conversations, you need a keen awareness of your audience’s habits, preferences and what’s already being said about your brand and product niche. Salesforce tools like Radian6, Buddy Media, Social Studio are your eyes and ears in the social space, collating relevant information and pinpointing the conversations you need to know about, so it’s easy to contribute at the right time and place. You can also target specific audiences across a range of channels, and monitor the success of social campaigns in real time.
Speed is of the essence on social, so your social media marketing solution needs a streamlined interface that puts the right information at your fingertips and enables speedy responses. Radian6 can help by routing queries to the right agent, so you can provide the right answers fast and deepen your involvement with social communities. Like the rest of Salesforce, it’s cloud-based, so it’s always with you on any internet-connected device. After all, social media isn’t a 9-to-5 thing.
Multi-channel marketing is now the standard and social media incorporates for a variety of channels which can be difficult to manage. See how Marketing Cloud can help you get on top of and master your social media marketing: