Salesforce: What are the benefits of Service Cloud?
Salesforce is more than just Sales
A properly integrated CRM such as Salesforce can do wonders when it comes to lead conversion. Infact, conversion rates can improve by 300% with CRM in place.
But what about managing sales once you’ve made them? What about customer service? What kinds of tools can a CRM provide to keep your customers happy with you and the service you provide?
And we don’t need to tell you how important good – no, great – customer service is. Your sales don’t end when they sign on the dotted line.
So how does Salesforce, the world’s #1 CRM platform for service, help your business keep your customers happy once they have converted from lead to sale?
Sales and Service integration
Your sales and service teams are not separated by a wall of tech and segregated systems. Service Cloud and Sales Cloud work together to give both sales and customer service agents a complete overview of a customer.
Why is this so important?
Imagine your Sales team are chasing up an invoice from a customer because a payment is late.
On contacting the customer, they’re met with anger as they’ve been having issues with their service, and have agreed to delay payment until their case has been resolved by the service team.
With a fully integrated sales and service system, everything is in one place for a more seamless, encompassing customer understanding. Mistakes like this are avoided; your customers are happier, as well as more receptive to upselling, add-ons and renewals.
Support of automated services and AI
Customer problems are going to pop up in any business. How do you manage your customer complaints? How much person power is invested in organising, assigning?
Service Cloud uses automation and AI to resolve problems faster. How?
Say you know that your customer service agents can handle eight cases at any one time. You set your rules of automation to ensure that your agents are always productive, but never overstretched. A new case coming in will go directly to your agent with four live cases rather than the one with six.
With a properly integrated CRM, Customer service labour cost is reduced by 40%.*
AI tone detection and recognition technology
Imagine a system that can detect ‘anger’ in an incoming mail.
You may want that ‘angry’ customer’s complaint to be bumped up the priority list so they’re dealt with faster. With the combination of automation and AI tone detection, high priority cases, can be rerouted to the top of the queue and resolved quickly to keep your customer happy.
And it’s not just tone detection. The AI built into Service Cloud can recognise recurring complaints and patterns to identify future issues before a customer even knows they’re going to have a problem.
This ability to identify issues before they even arise builds trust between your business and your customer, often allowing your customer service agents to solve problems in bulk with the same fixes, saving time and money.
Communication integration for personalised service
With all communication – phone, email, social media, web, text, live messaging, self service community interaction – data stored in one place, your agents have a full insight into your customers’ behaviour. This allows you to personalise service and predict the future needs of your customer.
Everything is in one place; each case with an overview and detail. Agents are able to send follow up emails whilst still looking at the case overview so there’s no need to jump from tab to tab whilst dealing with an issue.
And, with capabilities such as live customer service video chat, your customers can be assured that you’re dealing with them in a way that puts the human element back into customer service.
Integration of existing tools and apps
Do you rely on other apps and tools for sales and service, or use a back-end system that’s perfect for your business? Service Cloud allows for a more seamless workflow by fully integrating external apps and tools.
This integration of existing productivity tools and apps can allow your team to work more efficiently –
For example, integrating an existing back-end warehouse system into Salesforce will allow service agents to link specific products or serial numbers to customers, creating a seamless connectivity between product, sale, and specific customer.
This is ideal for creating an easy returns and refunds system and for allowing field agents to order, track or manage products on the go.
Do you feel like there something missing from your customer service? With Service Cloud you can create your own bespoke apps, or use pre-integrated apps that will work with your business. Or, you can even build a self service community for your customers.
Self service community for customers and agents
A community for your customers? Why not?
Creating a self service community where customers interact with each other, asking and answering questions themselves, gives more time to your service agents.
With a choice of templates or a build-from-scratch model, self service communities can feature trending articles, FAQs, and even have a points system where your customers rank by how much they help each other.
Accessible to customers and agents alike, these communities are a brilliant way of allowing your customers to feel like part of your business, rather than just a sale.
And, as self service communities are monitored by Service Cloud, if a question isn’t answered, an agent can be assigned to answer in real time – meaning nobody is ever left waiting for too long.
Service Cloud will also create dashboards and reports on how customers are using the community, allowing a microscopic insight into customers as individuals and overall, as a community – giving the sales, marketing, and service teams more direction and insight into how to communicate and work more effectively and efficiently.
Field Service connectivity
If your business has mobile agents out in the field, then field service is a must. Service Cloud’s Field Service connects mobile agents to customers and the Service Cloud.
Mobile agents can use lists, calendars, and maps to track deliveries and service requests, as well as being able to use the system for things like checking parts, viewing directions, scanning equipment and gathering signatures.
If you have a mobile agent evaluating an appliance to be fixed, and it needs a new part, the Field Service app could allow them to see the stock of that part in your warehouse and order that part then and there for the customer.
If used in tandem with the self service community, customers can book their own appointments and be assigned to field agents using Salesforce automation. And, of course, all information is kept in one place so support agents can see the overview of a case and customer to allow for seamless customer service.
The field service system also can work regardless of connectivity, updating once your agent is back online.
In-depth customer insight with Service Analytics
With this wealth of customer data from all apps and communications, it’s easy to feel overwhelmed, which is exactly why Service Analytics exists.
Service Analytics is supported by Einstein Discovery, which can analyse millions of data combinations in minutes, reporting back with reasons behind patterns and behaviour.
Service Analytics can also create KPIs and predict future issues, faults, or patterns using existing data and trends, allowing you to get ahead of change before it even happens.