It’s no secret that Salesforce is a leader the industry when it comes to customer service technology, with many current users looking to increase their investment.
According to the Forbes, “61% of service organizations are increasing investments in actionable analytics within Salesforce. Integrating systems, reducing duplicate data entry, and implementing more responsive customer service are high priorities for service organizations investing in analytics apps this year.
“Only 32% of service organizations, however, have invested in intelligent self-service, where applications automatically answer customer questions without agent involvement.” Hint: Creating intelligent self-service communities is where a ton of opportunity lies.
Top 5 Benefits of Salesforce Service Cloud
Instant, personalized service
Customers interact with companies in different ways. The key to successful customer service is to tailor a customer’s service experience to their favorite and most effective platforms for communicating.
Meet your customer where they are
No matter where your customer is, the connected platform gives every customer an instant, personalized, service experience, on the messaging app of their choice.
Deliver better information, faster
Your agents and managers need to be equipped with collaboration and productivity tools to have the complete view of the customer so they can provide smarter service.
Ability to put data to work
With all of the data touch points available, analysis paralysis is a real thing. Turn customer data into actionable insights; sales, service, marketing, and technical data comes together to offer a complete customer insight.
Customized for your business
The flexible cloud platform is easily customized to your unique needs and builds service into every part of your business.
3 Ways to Use Salesforce for Customer Service
Connected products and devices rule our world, and customers expect service experiences that make it easy for them to access information faster and get in-context support anywhere. Salesforce helps GoPro deliver fast, smart and personalized customer service.
Using the power of the Salesforce Community Cloud platform, we designed a social community that adheres to Nokia’s strict brand guidelines, yet embodies scalability and flexibility. The site features a community self-registration process, a home page with featured topics, discussion groups, and a knowledge base. As interest grows, Nokia has the ability to have control over the direction of the brand and be a part of the conversation.
ShoreTel selected Salesforce Sales Cloud as its core CRM platform and engaged us to develop a roadmap that would make the company’s vision for delivering customer success a reality. We continued to support ShoreTel’s cloud transformation helping to bring sales and service-related functions together and onto the Salesforce platform.
“When Perficient came in they really gave us confidence getting right to the core of what we were trying to accomplish as a company. This is a team that’s been doing this for years, and it’s hard to go wrong with them as a Salesforce partner.”
–Dean Floyd, Director, IT Applications and Compliance, ShoreTel
Have you used Salesforce for customer service? What did you think? Let us know in the comments below.