Getting the deal signed is only half the battle – once you have your new customer it is important to keep them happy and service them well. Salesforce Service Cloud helps you ensure that your customers are successful and happy.
A Single View of the Customer
Salesforce Service Cloud is built on the Salesforce Platform, so integrates seamless with your other Salesforce services to provide you with a truly 360 degree view of the customer so you can help them. See their account and contact information from Salesforce Sales Cloud. Understand their interactions with your marketing collateral in Salesforce Marketing Cloud or Salesforce Pardot. By allowing seamless integrations with other Salesforce services your customer service agents can truly understand and recognise who the customer is to help them.
Whatever channel – phone, email, chat, SMS, social media or web, Salesforce Service Cloud provides a single unified experience for your agents to handle customer requests. Route cases to the appropriate queue depending on their subject, enforce SLAs, and communicate with the customer on whatever channel from a single screen. You can also assign workloads, skills and prioritisation to ensure that the right person for the job is on hand helping the customer.
Knowledge and Public Knowledge Bases
Salesforce Service Cloud can be extended with Salesforce Knowledge to allow you to build out a powerful knowledge base of detailed information to help agents help customers, but also help customers help themselves. Craft simple to use and clear knowledge articles that you can publish to the web and a public knowledge base with one click, all from within the Salesforce UI.
Once these knowledge articles are ready they become the first line in helping you deflect customer cases and answer customer queries faster. Customers want to be able to help themselves, and through a public knowledge base, Salesforce Experiences, Einstein Chatbots and more, you can help the customer find the information they need, when they need it.
How has Cloud Galacticos helped Cloud Nine utilise Salesforce Service Cloud?
Cloud Nine engaged Cloud Galacticos as their chosen Salesforce partner to help them deliver a Salesforce Service Cloud based solution to manage their customer interactions and support.
Cloud Galacticos delivered a solution which was integrated with their ecommerce and order management solutions to provide a single system of truth for all their customer data. The solution provided customer care agents with all the information required to answer any consumer queries quickly and accurately, whilst engaging in email conversations from a single platform.