Today’s communications customers don’t see any separation between networks, devices, and content. Salesforce for Communications gives customers, reps, agents, and retailers clear, fast, easy access to all the information they need. So customers enjoy a more cohesive, personalised experience at every step.
Companies use Salesforce social and mobile cloud solutions to make sure customers always get connected to the right person, with the information needed to help. So every call is personal, positive, and productive.
Today's telecoms customers expect fast, intelligent support: on any platform, in any channel and at any time. That's where Salesforce can help. We're helping the telecoms industry to deliver seamless service, anticipate consumer demands and improve brand loyalty. With Sales Cloud and Service Cloud sharing the same rich customer data, when a customer walks into a retail store your sales team can have their full history available — helping them to recommend the right plan and product based on real data.
The benefits begin even before you make a sale. Sales Cloud from Salesforce makes it easier for telecoms companies and media providers to close deals, helping you to grow faster and be more responsive to shifting market demands. Sales Cloud is a full-featured, cloud-based CRM for telecommunications, offering a detailed overview of sales activity, drill-down detail on specific sales, as well as all the information you need on every customer and product. It joins up different areas of your business with an enterprise social network that makes it easier to work together, and helps you to create insightful reports in just a few clicks with simple drag-and-drop tools.
To provide excellent customer service to ever-increasing numbers of people, telecom providers need a CRM that’s flexible and intuitive. With Service Cloud from Salesforce, your agents have all the information they need at their fingertips to provide unparalleled customer support. They’re able to access customer profiles and purchasing history in no time at all, and can deal with more detailed enquiries by searching a cloud-hosted knowledge base, boosting performance on both average handle time and first call resolution.
With more and more customers taking to social media for technical support, Service Cloud allows you to stay on top of social customer service requests made on Twitter, Facebook and other social networks and track the customer's enquiry across channels. You can even use Salesforce as a platform for a self-service online knowledge base, improving your call centre deflection rates by helping customers to find answers for themselves while your agents focus on more complex and pressing issues.
You might expect installing and maintaining a call centre CRM system to be a major IT infrastructure project. But Salesforce harnesses the power of the cloud to provide a complete CRM system – hardware, software, data and all over the web. It’s known as software as a service (SaaS), and it means deployment and maintenance are fast and flexible, with security, backup, disaster recovery and more all handled remotely. And of course Service Cloud is also remarkably easy to use, leading to impressive adoption rates with relatively little training time.