Good customer service is responsible for answering customer’s questions and solving problems. The goal is customer satisfaction. The service employees should react quickly and reliably provide the solutions.
Improve your response time
No customer wants to wait for an answer or solution to their problem, which is why a fast response time is an important success factor in customer service. With Salesforce, you can offer your customers quick responses and at the same time suitable service solutions. You can view all customer transactions at a glance and automatically forward all of them with high priorities to available employees for immediate processing. The central overview of customers enables you to react quickly and to keep an eye on SLAs at all times. In addition, AI-supported chatbots can be used to solve your customer problems even faster.
Combine your support channels
The availability of a company is important for problem-solving and customer feedback. The steadily growing number of possible channels makes it difficult for service employees to keep track of all customer inquiries. With Salesforce, you can ensure that you are available for every customer, the channels that are essential for you, such as chat, Facebook, WhatsApp or SMS, are available on one platform. You can decide whether you want to answer the various inquiries individually and personally or work with the previous mentioned chatbots.
With the Salesforce Service Cloud you combine all your support channels in one place. With Salesforce Knowledge you can always find the right answers to customer questions, while the Lightning Service Console enables seamless customer service. You get all the important details of your customers and a faster way of responding to your inquiries.