As customer preferences evolve, customer service solutions are changing with them. Individuals have become more sophisticated. With the popularity of online communities, blogs and Web 2.0 applications, we are all more connected than ever before, and a single comment can spread globally in moments. Your company’s reputation can be damaged unless your customer service solutions are innovative and adaptive to your client’s always-increasing expectations.
Traditional customer service solutions—live call centres and accessible knowledge bases —take so long to implement that often they are out of date by the time they are up and running. Moreover, these service solutions are usually large implementations, and very difficult to change. So, after spending millions on infrastructure and deployment, many companies are left with customer service that doesn’t match the fast-paced style of their business. This is an expensive and persistent problem, and causing more and more companies to switch to cloud computing for their customer service solutions.
And in the same way, the cloud is becoming the place for service and support exchanges as many customers show a growing preference for self-service options and online access. You need to ensure that your customer service solution is the right mix of traditional call centre and cloud-based support.
The forward-thinking customer service solutions offered by salesforce.com are changing the way companies keep their customers loyal. Call centre, knowledge base and customer portal solutions provide your customers with the access they need to really be impressed by your support service.
Being built on the Force.com platform and running in the cloud means that salesforce.com customer service solutions can be implemented quickly. It also eliminates the huge capital expense of purchasing and configuring software and hardware to support these solutions. All this, plus its state-of-the-art functionality, means our customer service solutions increase productivity of your support agents and allow you to focus on delivering market-leading support.
Traditional customer service solutions waste your customers’ time by forcing them to scour piles of irrelevant material to find the answer they want. Using unique technology, salesforce.com’s customer service solutions quickly home in on the solution your client needs across all support channels.
Your support agents and management personnel don’t have to wait long for these results: Companies like Comcast, Egencia (an Expedia, Inc. Company), and Orange have been able to roll out Salesforce CRM knowledge base software as a service to tens of thousands of agents within weeks.
Your service team does not have time to deal with technology issues. So by hosting your customer service solutions in the cloud, your company can get on with providing quality support. With salesforce.com, there’s no software or infrastructure to implement or maintain, giving your agents time to do what they do best.
Our customer service solutions run in the cloud, so you don’t have to go through difficult hardware and software setups. And when a new version of our call centre management, customer portal, or knowledge base software as a service application is available, you instantly and automatically get upgraded. You can be sure you’re running the latest version and receiving unparalleled performance, reliability, security, and transparency.
The Force.com AppExchange has hundreds of cloud computing business applications, all pre-integrated with Salesforce Cloud CRM, including over 60 customer service solutions such as Agent Productivity, Community, Chat/Email, eLearning, Asset Management, Field Service, CTI, and much more.
Each customer service agent can be a hero of the brand. Salesforce.com customer service solutions turn them into champions, routinely exceeding customer expectations. You only need a few happy customers sharing their customer service experience to elevate your reputation to elite status.
We live in an increasingly connected world, in which customer self-service has become a way of life. In fact, most customers prefer it that way because they can deal with organisations on their own terms and timelines. The Salesforce CRM customer service portal uses the same knowledge base algorithms that the agents use to locate the most relevant knowledge fast. This enables customers to just as easily find the right answer on their own. The result is a win for everyone. Customers get a satisfying, personal experience, and can even contribute feedback and ideas to make future dealings better. And for you, support costs and workloads are eased. Your customer support agents and call centre management have more time to spend on more difficult cases and high-value customer service solutions.