Today's customers demand fast, responsive and personalized service across all available channels from any device. Salesforce Service Cloud is guaranteed to help you increase the satisfaction of your customers, including the efficiency of the provided customer care.

Service Cloud will enable you to strengthen customer care with a 360° view of each individual.

Customers using Salesforce Service Cloud have seen an average increase of up to 45% in customer satisfaction.

77% of customer service workers report that automation of routine tasks in Service Cloud allows them to focus more on complex tasks.

Main benefits of Service Cloud

All customer information in one place

The Agent Workspace is a clear and customizable user interface that offers a wide range of tools to support their productivity, including analytical tools and comprehensive customer reports.

Professional customer service tailored to each customer

Cases represent any request, question or, for example, even a complaint that a customer communicates to your company. Service Cloud mainly helps to speed up the processing of such cases. Automated processes can be used to assign cases to the most competent teams or agents based on their availability or capabilities. When viewing an individual case, your customer service has a complete overview of all interactions with the customer and the data associated with the customer. Your employees can thus provide personalized customer service, which is increasingly key these days.

Extensive corporate knowledge base and self-service

Articles with company know-how, important internal documents, instructions, best practices or company rules in one place will ensure that your customer service has the right and consistent answers at hand. Your company knowledge database integrated in the Service Cloud will help not only your employees, but above all your customers as well. With Salesforce Knowledge published on your website, portal or communities, your customers can find answers to their questions themselves. Customer queries can also be resolved almost instantly thanks to an AI chat service that recommends relevant articles to the customer.

Efficient distribution of customer requests

Time is of the essence when managing customer support cases. With Omni-Channel Routing, you can assign customer requests to the right agent based on their skills and availability. Omni-Channel Routing allows you to set up automation rules to ensure that the request is handled by the most qualified person. At the same time, you will always have an overview of the current events inside your customer center, in real time. You can thus effectively monitor its activity and, if necessary, provide your employees with additional support.

A true “omnichannel” customer experience

Service Cloud supports a wide range of communication channels. Don't keep customers waiting and offer them a wide variety of ways to contact you. Automate common customer requests with Einstein Bots for SMS, WhatsApp and Facebook Messenger. Social Customer Service monitors activity on social networks for you. Regardless of the channel through which requests reach you, in Service Cloud, your agents handle them from a single screen that provides them with all the necessary information to process them.

Field Service for employees in the field

With the help of the Field Service extension, you can also manage your workers in the field. Use automation to prioritize tasks and optimize their assignment based on your workers' skills, location, or other rules you specify. Help your team perform their workload efficiently even when they're offline with the Field Service mobile app. Field workers will always have up-to-date information on the latest news and company policies, including detailed instructions on work procedures and safety policies.

References

What is at risk if I don't implement Service Cloud?

Low productivity and employee satisfaction

The fragmentation of information slows down the processing time of incoming requests.

Poor customer experience

Even a single negative customer experience increases customer retention costs.

Insufficient overview of current events

Monitoring that does not take place in real time does not allow for a flexible response to changes in the current situation.

Most frequently asked questions

What is Service Cloud?

Salesforce Service Cloud is a customer relationship management (CRM) platform that enables its users to automate service processes, streamline workflows, store a company's knowledge base, and much more. The key purpose of this platform is to support a one-to-one relationship with each customer across different channels or devices.

How can Service Cloud help my company increase customer loyalty, retention and satisfaction?

When your customers have questions, your team needs to be equipped to answer them quickly and easily. If a customer is provided with such support without unnecessary delays, they are more likely to return to your product or service in the future. Service Cloud gives customer support staff the tools to deliver an excellent customer experience, enabling them to work faster and more productively, thereby increasing customer satisfaction and reducing costs.

Which edition of Service Cloud is right for my company?

There are a number of ways to customize Service Cloud to meet your exact needs. If we are talking about predefined editions, there are 4 basic types. Service Cloud Enterprise Edition is a comprehensive solution that provides a Lightning Console, a multichannel view of customer cases, CTI integration, scenarios for phone calls, enterprise knowledge base management, developer tools and other functionalities. With the Unlimited Edition you get, for example, unlimited access to online training materials, 24/7 free support and other services and functionalities. The Performance Edition then enables full integration of the store and customer support services. Current information on individual editions can be found on the official Salesforce website.

What additional functionalities are available for Service Cloud?

In addition to the main functions, Salesforce also offers a number of customizable add-ons to Service Cloud, such as Experience Cloud to create user web environments tailored to your customers, Knowledge Base to store the company's knowledge database, Field Service Ligtning to manage workers in the field or Live Agent, which enables online communication with the customer in real time

Today's customers demand fast, responsive and personalized service across all available channels from any device. Salesforce Service Cloud is guaranteed to help you increase the satisfaction of your customers, including the efficiency of the provided customer care.

Service Cloud will enable you to strengthen customer care with a 360° view of each individual.

Customers using Salesforce Service Cloud have seen an average increase of up to 45% in customer satisfaction.

77% of customer service workers report that automation of routine tasks in Service Cloud allows them to focus more on complex tasks.

Main benefits of Service Cloud

References

What is at risk if I don't implement Service Cloud?

Low productivity and employee satisfaction

The fragmentation of information slows down the processing time of incoming requests.

Poor customer experience

Even a single negative customer experience increases customer retention costs.

Insufficient overview of current events

Monitoring that does not take place in real time does not allow for a flexible response to changes in the current situation.

Most frequently asked questions

Do you have any questions?
We are here to help.

Are you interested in our services?

Today's customers demand fast, responsive and personalized service across all available channels from any device. Salesforce Service Cloud is guaranteed to help you increase the satisfaction of your customers, including the efficiency of the provided customer care.

Service Cloud will enable you to strengthen customer care with a 360° view of each individual.

Customers using Salesforce Service Cloud have seen an average increase of up to 45% in customer satisfaction.

77% of customer service workers report that automation of routine tasks in Service Cloud allows them to focus more on complex tasks.

Main benefits of Service Cloud

References

What is at risk if I don't implement Service Cloud?

Low productivity and employee satisfaction

The fragmentation of information slows down the processing time of incoming requests.

Poor customer experience

Even a single negative customer experience increases customer retention costs.

Insufficient overview of current events

Monitoring that does not take place in real time does not allow for a flexible response to changes in the current situation.

Most frequently asked questions

Do you have any questions? We are here to help.

Are you interested in our services?

Do you have any questions?
We are here to help.