Sept. 20, 2022 · 7 minutes
Service Cloud can "listen", "reply" to customers on various social platforms and automatically forward cases to the appropriate agent. Social customer service is integrated with the Salesforce Customer Success Platform, which allows the social team to gather a comprehensive picture of the customer to report responses.
Service Cloud for applications makes it possible to embed customer support software into applications. In-app mobile support may include live agent video chat, screen sharing, and screen guided assistance. The software is also integrated with the Salesforce Community Cloud, providing more communication channels for agents and customers.
According to Salesforce, Service Cloud is the world's premier customer service platform.
A long time ago, customer service used to call and try to speak to a representative to fix a problem. Since then, companies have invested in telephone exchange systems, customer portal solutions and outsourced call centers. While all these investments have provided customers with alternative means of communication, they have also made it more difficult to find answers. Customers are now giving up on this service model. They can talk about many companies in discussion forums and on social networks such as Twitter and Facebook. Customer service also sometimes has a hard time answering the confusing questions customers ask. This is where Service Cloud, a subsidiary of Salesforce, comes into play.
Salesforce Service Cloud creates a solution that will fill the gap between the call center, website and social networks, and close customer complaints faster by increasing bilateral communication. As customers' expectations for the services they receive from companies increase, the number of people using Service Cloud is also increasing. Salesforce Service Cloud emerges as the perfect solution to turn every situation into long-term and healthy customer relations with customers. From the call center to the social media, from the website to the stores, the key to efficient, quality and customer satisfaction-oriented service at every point of contact with the customer becomes the Service Cloud.
Customers want faster and higher quality service anytime, anywhere in the channels they prefer. With Service Cloud, you can offer your customers the service they want, surprise them and make your team work more efficiently. Service Cloud is an environment where both the support team can access information and the customers can find solutions to their problems through the portal, with the knowledge base feature it offers so that you can quickly respond to your customers' questions. It has become a preferred platform as it is very easy to use and can be customized. In this way, you do not need to make hardware and software investments, which are very costly.
When you sign up for Salesforce, you are given a choice of two modules, Sales Cloud and Service Cloud.
With Service Cloud, users often focus more on service and cases. While Service Cloud helps companies selling services and/or products, Sales Cloud is more helpful for companies that focus on leads, opportunities and sales. There is a ton of overlap between these Salesforce cloud modules when it comes to Sales Cloud and Service Cloud. You can learn about this overlap by reading the rest of the blog.
Salesforce Service Cloud enables your customer service team to resolve cases faster, automate processes, and increase team productivity with service analytics. Increase the productivity of your customer service teams with automated workflows. It includes built-in tools for your asset and order management.
Increases the performance of call center teams with cloud-based telephony and AI-powered productivity tools. It allows your business to easily set up a self-service help center for its customers with easy-to-use systems for scheduling appointments, checking account balances and paying bills.
It allows customers to reach you through multiple digital channels such as mobile messaging, AI-powered live chat, social media and email. It integrates customer inquiries from all channels into a single ticketing system that is easy for your customer service team to follow.
Service Cloud comes with a Field Service. The solution that increases the efficiency of your field representatives and enriches their services with remote support, artificial intelligence-supported on-site technical support and mobile integration.
Salesforce has listed nine key features for the Service Cloud platform:
In addition to all these, Service Cloud also has different features:
Customers want faster and more flexible service in the channels they prefer, anytime, anywhere. Service Cloud - With the Service Cloud, you can offer your customers the service they want, surprise them and make your team work more efficiently. With the knowledge base feature that Service Cloud offers so that you can quickly answer your customers' questions, you can create a resource where both the support team can access information and the customers can find solutions to their problems through the portal. The easy-to-use and customizable platform can be accessed from anywhere at any time with the advantage of being cloud-based. You do not need to make costly hardware and software investments.
Service Cloud is a flexible platform. As your business grows, you can increase the number of users and change your license package as your needs increase.
When customers sign up for Salesforce products, they have the option to choose between the Sales Cloud and Service Cloud modules. There is significant overlap between the two modules. The Sales Cloud product is used by businesses that focus on generating leads, opportunities, and sales. However, Salesforce Service Cloud includes all the features of Sales Cloud plus additional features for service-oriented businesses with higher support process demands.
Salesforce gives you the tools you need to wow your customers and make your service team incredibly productive. With each customer’s data available during any interaction, your team can ensure customer success more easily.
The Service Cloud platform is a customer support platform that gives your agents superpowers to deliver service that’s as instant and easy as a conversation. Not only that, but your customers can choose how to reach out and start a conversation with you, anywhere, and on any device. Email, phone, SMS, social media, self-service sites, or real-time web chat. Every channel is open for your agents to respond to whatever your customers need—and that keeps your customers very happy. Let’s check out a few ways the Service Cloud platform supercharges agent productivity.