Salesforce for Customer Service

Connect Service Across Your Business

Resolve issues faster with bots, deliver consistent customer experiences across every channel and device, and drive agent efficiency by providing consistent support. We’ll help you get there.
Successful customer support thrives on personal connections, and it lives at the core of customer service. It creates loyal customers who continuously come back to your brand creating a consistent stream of revenue. 86% of customer service leaders say a positive connection between a customer and a company’s brand drives loyalty. If companies only had a few customers at a time to serve, there would be no challenge, since organizations are dealing with thousands and sometimes millions of customers, there needs to be a better way at scale to deliver personalized customer service. Let’s explore Service Cloud and its benefits.
Connect Service Across
Your Business

  • Unify Data Across Systems
  • Streamline and Secure Your Infrastructure
  • Scale IT and Innovate Faster
Accelerate Agent
Productivity

  • Take Action from a Single Workspace
  • Automate Routine Tasks
  • Activate Knowledge Across Teams
  • Optimize Service Operations

 

Elevate Field Service Experiences

  • Empower Mobile Workers
  • Enhance Field Service Operations
  • Delight Customers with Connected Service

 

Deliver Seamless Digital Service

  • Build Online Experiences Fast
  • Embed Any Data or Process
  • Streamline Service Across Every Channel
  • Scale with AI and Bots

 

 

Accelerate Agent Productivity with Automation

When you have a process that needs input, we provide you with UI Automation.

Free Up Agents to Focus on Customers
Complete high-volume, low-complexity tasks quickly with completely automated processes.
Empower Customers with Guided Processes
Accelerate self-service with step-by-step instructions they can follow on their schedule.
Connect Service with Every Department
Build processes that connect your customer record with your external systems.

%

of agents believe automating routine tasks would allow them to focus on higher-value work

  • Increase in total productive agent time. 36% 36%
  • Increase in customers retained. 27% 27%
  • Increase in overall customer satisfaction for service and support. 31% 31%
  • Decrease in the amount of time to resolve a case. 21% 21%

Personalize Digital Communications

Smart Segments
Combine CRM, web analytics, & campaign data to understand customer behavior & optimize experiences.
1-to-1 Personalization
Progressively profile customers and business buyers to personalize interactions with dynamic content.
AI-Powered Experiences
Surface insights, predictions, & recommendations based on customer behavior & KPIs with Einstein AI.
React to Customers in Real-time
Connect online with offline interactions, use real-time context & decisioning to deliver the next best offer.

%

Increase in Campaign Effectiveness

  • Increase with campaign spending and optimization 26% 26%
  • Increase in overall Brand Awareness from marketing efforts 20% 20%
  • Increase in engagement across social channels 16% 16%

Elevate Field Service Experiences

Connect the entire service journey from the first interaction to the last mile.

Empower Mobile Workers
Streamline the flow of information for every job with an intuitive, offline-first mobile app and increase utilization by automating processes.
Enhance Field Service Operations
Improve efficiency with advanced scheduling, optimization, and asset management while providing a consolidated system to build consistency across departments.
Delight Customers with Connected Service
Increase customer satisfaction by giving visibility to complete job and asset insights from the contact center to the field.

%

are prioritizing improved or expanded mobile service

  • of service decision-makers say the experience the customer has with a mobile worker is a reflection of their brand 88% 88%
  • Increase in overall customer satisfaction for service and support 31% 31%
  • Decrease in time to first response. 38% 38%

Build Completely Connected Portals and Communities

Service Cloud makes it easy for companies to build completely connected portals and communities.

Easily Embed Any Business Process
Give customers direct access to critical business data and processes from Salesforce and any other system.
Accelerate Self-Service with Intelligence
Weave intelligence and AI-powered chatbots and messaging throughout to ensure customers can quickly access data to get what they need.
Quickly Build Engaging Experiences
Create beautiful, engaging, mobile-optimized, portals, and communities.

 

Source: Salesforce Customer Success Survey conducted from 2017-2019. Survey respondents were 2,094 from the AMER region, Salesforce customers were randomly selected.

 

 

%

Increase in cases deflected due to self-service

  • Increase with campaign spending and optimization 26% 26%
  • Increase in support via alternative channels (Chat, SMS, Messaging, Video, Social Support) 28% 28%
  • Decrease in average handle time for service and support cases 30% 30%
  • Decrease in the amount of time to resolve a case 32% 32%

CHOOSE THE RIGHT PARTNER WHEN USING SALESFORCE FOR SUPPORT AND SERVICE

Leverage Our Solution Architects & Salesforce Service Cloud Certified Specialists.
Our technical platform capabilities, industry expertise, and support best practices—gained from years of working with some of the world’s largest brands—have given us the skills and experience you need to get results. We’ve got hands-on experience building service and support processes with Salesforce and know how to create happy customers which drives more revenue for your organization.

Maximize business impact.
Get more value from your Service Cloud investment, faster. We’re here to help you maximize ROI and continue to innovate with Service Cloud.

 

 

Get better, faster results.
Make your service and support transformation a reality with flexible options and support. Our Salesforce certified, Service Cloud professionals, are here to power your success. We can help you with:

  • Case Deflection
  • Servicing Clients More Efficiently
  • Increasing Customer Satisfaction
  • Increasing Productivity with Automation
  • Resolving Issues Faster with Chat Bots
  • Delivering a Consistent Customer Experience Across Every Channel & Device
  • Driving Agent Productivity
  • Creating Customer Self-Service Portals

We’re Here For You Every Step of the Way

Evaluate

We’ll help evaluate whether Salesforce is a good fit for you. We’ll find the right clouds and supporting applications/integrations you need to accomplish your business goals.

Design

We will design an effective system that empowers users while providing leadership with the insights on the overall performance they need to make business decisions.

Build

The solution is built in a transparent manner where you understand what is being built and why design patterns are being used, so you can successfully and fully own the product.

Training/Adoption

We want you to get the most out of your investment and will provide the stakeholders and product owners with the training and tools to measure and encourage the adoption of Salesforce.

Measure

We’ll provide you with metrics to understand what’s working well and what can be improved, so you can plan and be agile and respond to changing market conditions.

Ready to get started?

We’re ready to help. Connect with us to learn how we can help you leverage Salesforce for Service and Support to maximize your business impact.