Salesforce Service Cloud is the #1 platform dedicated for customer support departments which improves customer service response time and helps team work faster. Using Service Cloud, agents will have access to all information about customers and will be able to provide the support they need regardless of the communication channel.
Salesforce Service Cloud offers your agents an intuitive platform with centralized information about your customers' journey. Provide your customer support department with access to all the data and information you have about customers, collected from marketing or sales campaigns, for a better relationship management with them. Service Cloud automates the usual tasks of agents and gives them the opportunity to focus on the most important customers’ requirements.
Depending on the responsibilities and capabilities of each agent, Service Cloud automatically allocates customer cases to the best agent. For each type of case, build a series of steps that must be taken to solve it. Your agents will have all the information they need to meet customer requests and respond to them according to their expectations and your company’s policies.
Service Cloud Voice is an integrated tool in Salesforce Service Cloud used by call center departments. With its help, your agents will have access to all available information about customers, simplifying the process of managing and solving their needs. Service Voice Cloud integrates with Amazon Connect, offering a smarter phone experience, IVR, call recording with CRM information and the ability to redirect calls to the right agents.
Provide your agents with the information they need to respond correctly and timely to customers. Service Cloud is the platform where agents can identify documents, data, or information available to them, to resolve any type of request from customers. The artificial intelligence offered by Service Cloud suggests to the agents the articles or documents that must be browsed depending on the case in which they are working.
Integrate Service Cloud with your telephony platform and give agents access to all the information they need about customers before communicating to them. The phone number of each client will be transformed into a link and can be called with a single click.
Service Cloud is a smart tool used to increase customer support departments productivity. Service Cloud automatically transfers cases to the right agents, considering their knowledge and skills. Team managers will always have access to an overview of how agents are assigned and their availability.
Provide visibility to your agents and teams with an intuitive analysis available in Service Cloud. Agents or managers will be able to build analyzes about number of closed or open cases, agent’s availability, time spent with clients or field team’s activity. The data from the analyzes are taken both from the Service Cloud and from other Salesforce solutions.
Build automated agent workflows to increase case processing speed and customer support productivity. Service Cloud allows you to implement recommended actions to guide agents in the process of solving a case. The agents’ work screen is intuitive, agile and adapts according to the step taken.
Automating service processes helps companies re-engage with their customers