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.
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