Challenge #1

Inadequate customer service support leads to customer churn.

Solution

Salesforce customer service facilitates working with several communication channels inside the platform and directs calls, chats, etc. easily to other agents. With Omni-Channel, Computer Telephony Integration, Web/Email Case Capture, and other features, you can bind your company’s website, phones, social network accounts, and self-service communities to your Service Cloud. Besides that, captured case can be effectively distributed among expert agents based on the case type, which enables the customers to contact your support through any channel they prefer and get a prompt resolution to their problems.

Challenge #2

Lengthier case resolution time or recurrent inability to address a case leads to poor customer satisfaction.

Solution

Service Cloud Case Management enables the automation of all case procedures (prioritization, assignment, escalation, etc.), which minimizes the human error and improves work productivity. For instance, to deliver faster resolutions, Service Cloud can allocate cases based on agent capabilities and facilitate knowledge search in the Service Console. Productivity tools such as email/message templates and macros help agents save even more time to speed up the customer problem resolution and improve customer satisfaction rate.

Challenge #3

Inability to manage and monitor customer service appropriately.

Solution

While agents carry out their day-to-day duties, Service Cloud collects data on their performance and monitors the performance of the customer service department as a whole. Using this information, managers and agents can create reports on any field available in the platform and use formulas for advanced reporting purposes. If this functionality doesn’t suit your requirements, you can use Service Analytics that reveals further Salesforce customer service insights including anticipated CSAT rates and communication channel evaluations.