How Salesforce Delivers Customer Service
Salesforce is the world’s most popular CRM, and it’s no secret why. The company has a long history of delivering customer service excellence, and its platform is packed with features that help businesses provide great service to their customers.
In this article, we’ll take a look at the 7 ways Salesforce helps businesses deliver customer service excellence, from its powerful automation features to its AI-powered Einstein platform.
Automation:
One of the key ways Salesforce helps businesses deliver great customer service is through automation. The platform’s robust automation capabilities help businesses save time and resources by automating repetitive tasks.
For example, businesses can use Salesforce’s workflow automation feature to automate the process of routing support requests to the relevant team or individual. This ensures that requests are always handled by the right person, which can help to resolve issues more quickly.
In addition, Salesforce’s Service Cloud Console enables businesses to automate the assignment of cases to agents. This ensures that cases are always assigned to the agent best suited to deal with them, which can help to resolve issues more quickly.
AI-powered Einstein Platform:
In addition to its powerful automation features, Salesforce’s AI-powered Einstein platform helps businesses deliver customer service excellence in a number of ways.
For example, Einstein Bots can be used to automate customer service tasks such as answering common questions or providing updates on the status of an issue. This can free up agents to focus on more complex tasks, and it can help to resolve issues more quickly.
In addition, Einstein Case Classification can be used to automatically categorize and prioritize cases. This ensures that agents are always dealing with the most important issues first, which can help to resolve issues more quickly.
Integrated Knowledge Base:
Another way Salesforce helps businesses deliver customer service excellence is through its integrated knowledge base. This feature gives businesses a central location to store all of their customer service-related information, such as FAQs, product manuals, and troubleshooting guides.
Having this information in one place makes it easy for agents to find the answers they need, and it can help to resolve issues more quickly.
In addition, the knowledge base can be used to create self-service support portals for customers. This means that customers can find the answers they need without having to contact customer service, which can save businesses time and resources.
Omni-channel Support:
Salesforce’s omnichannel support features help businesses provide a seamless customer service experience across all channels.
For example, the platform’s Service Cloud console enables businesses to manage all of their customer service channels from one place. This means that agents can easily switch between channels, and it helps to ensure that no issue is left unresolved.
In addition, Salesforce’s Omni-Channel Routing feature ensures that requests are always routed to the most appropriate agent, regardless of which channel they come in on. This helps to resolve issues more quickly and efficiently.
Reporting and Analytics:
Salesforce’s reporting and analytics features help businesses track their customer service performance and identify areas for improvement.
For example, the platform’s Service Cloud Reports give businesses visibility into key metrics such as case volume, average resolution time, and first contact resolution rate. This information can be used to identify areas where the customer service process can be improved.
In addition, Salesforce’s Einstein Analytics platform provides businesses with powerful data-driven insights that can be used to improve customer service. For example, Einstein Analytics can be used to predict when customers are likely to churn, so businesses can take proactive steps to prevent it.
Customer Community:
Salesforce’s Customer Community feature helps businesses build relationships with their customers and create a self-service support experience.
The customer community gives customers a place to find answers to common questions, submit a support request, or give feedback on their customer service experience. This helps to resolve issues more quickly and efficiently.
In addition, the customer community can be used to create a knowledge base for customers. This means that customers can find the answers they need without having to contact customer service, which can save businesses time and resources.
force. com:
The force.com platform is a powerful tool that businesses can use to build custom applications for their customer service needs.
For example, businesses can use force.com to build a custom self-service support portal for their customers. This portal can be used to provide answers to common questions, submit a support request, or give feedback on the customer service experience.
Conclusion:
Salesforce is a powerful customer service platform that helps businesses deliver customer service excellence. The platform provides businesses with a number of features and tools, such as a knowledge base, omnichannel support, reporting and analytics, and a customer community. In addition, businesses can use the force.com platform to build custom applications for their customer service needs.