-
Elina Tagara
After market success with Sales Cloud, Salesforce launched Service Cloud. This customer service solution enables organisations to streamline all support requests and provide unified support across multiple customer service touch points: email, text, phone, chat and social media.
The solution gives organisations a full 360-degree view of all customer service interactions and links back to their data and profile on Sales Cloud. Since launch, this solution has been hugely successful; in recent years it has been Salesforce’s largest revenue generator, earning almost $7 billion annually.
And the great news for you? Businesses generally see a cost saving of 27% when they implement Service Cloud.
Let’s dive into what Salesforce Service Cloud is, and how it can help your customer service team…
What is Salesforce Service Cloud?
Service Cloud is a customer relationship management (CRM) platform designed for service teams to manage their customer support processes and tickets. The solution enables service teams to manage cases, share knowledge and solve incidents collaboratively through an AI-supported workspace. Service Cloud allows you to integrate multiple channels, including phone, email, messaging, chat, and social media, to streamline customer interactions, boost productivity and increase customer satisfaction.
Salesforce Service Cloud is built on the same platform as Sales Cloud and other Salesforce solutions meaning there is no additional integration required thus offering organisations a 360-degree view of their sales, operations, marketing, data and overall business health – all in one place.
What is Salesforce Service Cloud used for?
Salesforce Service Cloud is used for all different types of interactions with customers, from support tickets, knowledge management and incident reports and analysis. The solution is designed to give service teams a unified view of all customer requests across multiple channels, and then allocate support for efficient follow-up.
Here are a few examples of service team challenges Salesforce Service Cloud is designed to tackle:
1. Slow response times and high customer expectations
Customers today are always expecting an immediate response and delays can lead to frustration and lost business.
Service Cloud automates case routing and uses AI-powered chatbots to provide instant responses, reducing wait times and ensuring customers get immediate assistance.
2. Fragmented customer data
Customers reach out through a variety of channels (phone, email, WhatsApp). When this information and data are scattered across all these different platforms, service agents cannot easily see a full interaction history.
Service Cloud provides a unified 360-degree view of customer interactions, consolidating all data in one platform for personalised, informed support.
3. Inconsistent support across channels
If customers do reach out via different channels, they often receive an inconsistent experience or response, channel to channel.
Service Cloud’s omnichannel routing directs customer inquiries to the right agent automatically, regardless of channel, ensuring consistent service quality.
4. Inefficient case management
When there are high volumes of customer inquiries, it’s difficult to track them manually, leading to lost or delayed responses.
Service Cloud supports service teams with intelligent case management with AI-driven automation that categorises, prioritises, and routes cases automatically, reducing manual effort and time.
5. Limited self-service options
If the issue has a simple fix, customers often prefer resolving the issue independently; however, many businesses do not have adequate knowledge bases.
Service Cloud offers comprehensive self-service portals with AI-powered knowledge bases that enable customers to find solutions independently and therefore reduce support team workload.
What are the key features of Salesforce Service Cloud?
Case Management & Dashboard
Through one unified dashboard, customer service teams can easily manage all interactions. Automatically assign requests and tickets from any channel to the right service agent based on availability and expertise. Integrate AI to analyse requests and generate replies based on your knowledge base, for service agents to review and quickly send out to customers.
Knowledge Base
Bring together all information and knowledge about your business into a single knowledge base, allowing customers to access it independently and reducing service support tickets for easy solutions. Use the knowledge to train your AI integration. Offer customers recommended articles and resources, or integrate AI-generated answers into your workflow or chat service to help speed up conversations with customers.
Customer Service Incident Management
Detect and resolve any disruptions quickly with proven workflows. Bring together experts across your organisation to execute a work plan, the necessary steps to fix the issue and ensure the incident does not recur. Use broadcast communications to keep customers in the loop, with real-time updates and notifications. Keep service reps and internal stakeholders up to date too, via Service console or Slack.
Direct Slack Integration
Improve collaboration by directly accessing Slack chats in the service cloud console. Bring together experts to kick off a swarm channel for incident resolution. Integrate Slack into your service workflows to contact and connect with the right team members and eliminate manual tasks. Review swarming metrics via out-of-the-box reports and dashboards.
Salesforce Service Cloud in action
Suntory
Business challenges:
- Custom built tool no longer fit for purpose and expensive to maintain
- Lack of knowledge and resource for fixing issues and general upkeep
- Not moving with the times. Salesforce update features regularly as standard
Solution:
- Service Cloud implementation
- Coheris integration
- Letter generation for printing
- Blanket response (auto case closure)
- Knowledge base
- GDPR data management
- Voucher tracking
Leach’s
Business challenges:
- Rapidly growing scaffolding company needed to centralise disparate data and reduce double data entry
- Managing Support Cases
- Updating pipelines and forecasting
- Streamlined process for new hires
Solution:
- Service Cloud to help manage and communicate with support cases
- Sales Cloud integration with OrderWise to centralise order data
- Receiving leads from multiple sources then managing those leads efficiently
- Easy transition for new hires to a new system
Gravity Fitness
Business challenges:
- No Customer Service platform
- Lack of accountability
- Overworked call centre
- Outdated internal ticket platform
Solution:
- BookNow, Service Cloud, Digital Engagement
- Holistic view of Cases related to bookings
- Live Agent & Chatbot to create reduction of call volumes
Looking to improve your sales processes and drive revenue growth? Choose Salesforce Service Cloud and partner with Simpala for expert implementation and support.