With the Service Cloud platform, you can empower your team by giving them valuable insights at their fingers to have the right conversations. It also lets your customers have conversations with you, anywhere, and on any device - be it email, social, SMS, self-service, or live chat. This allows your team to provide consistent and contextual responses on your customers’ chosen channels, providing them with an amazing experience.
Here’s how Service Cloud supercharges team productivity:
Help your customers wherever you are
Customers can see and talk with your team anytime, anywhere. The Service Cloud platform lets you embed customer support into your existing mobile apps and websites. As just one example, the seamless integration makes it possible to deliver in-app mobile support through tools like Embedded Service and Chat.
Your team can also monitor a customer’s needs and respond in whatever channel the customer feels comfortable using, including phone, email, SMS, live chat, chat bot, and self service portals.
Automate Service Processes and Streamline Workflows with the Service Console
Give your support team an extra helping hand - and less stress - by automatically routing cases to the right person, at the right time. You can also put all the customer data they need at their fingertips and in a single screen, thanks to the Service Console.
This way, there will be no more need to toggle between screens to find the data they need or perform support tasks. The Service Console saves you valuable time and turns them into service rockstars, solving cases quickly, proficiently, and effectively.
Upgrade your team's customer service capability
The Service Console provides your team with a 360-degree customer view from a single screen - it’s like giving them the ability to read your customers’ minds.
With this, they no longer need to ask for customer information every time they contact you. The platform connects sales, marketing, and customer service, giving your agents the information they need at “Hello.”
Your team can deliver intelligent service, because they can see everything from service history to previous customer sales. They are also given access to relevant knowledge from across your organisation, including key articles, topics, and advice from your product experts. You can also see customers’ past preferences to offer personalised incentives and special offers—or even proactively see if their product is still relevant to them.
Bolster your self-service channel
Customers often prefer to use self-service to find what they need. Give them the convenience they deserve to get and share the answers they’re looking for with a self-service site and portal. You can build your own branded site quickly and easily using Experience Builder Templates. It’s connected to the Service Cloud platform, so customers can instantly escalate their issue directly to a service agent as necessary.
Keep everyone on the same page
Service Cloud empowers your customer service team to provide an amazing customer experience through having the right data and knowledge at your fingertips.
AFDigital has helped numerous clients achieve success and provide a higher level of service to their customers with Service Cloud. These clients include Harrolds, Heritage Brands, SkinKandy, Celebrity Ink, Aircalin, Philippine telco companies PLDT and Smart, Pierre Fabre, and QBE.
Contact us to learn more about Service Cloud and how it can help your business.