As industry-leading CRM consultants, Tokara Solutions understands the importance of establishing, nurturing, and managing strong customer relationships – the exact objectives Salesforce Service Cloud is designed to help you achieve.
We know these customers are critical to your business – not only have they purchased from you in the past, but (as existing customers) they don’t require the enormous marketing expenditures your business generally has to make to acquire a new customer. On top of that, existing customers are more like to spend more money with you than a new customer, and to purchase more expensive products or services more frequently. So everything your organization can do to nurture and cement the relationship you have with current customers is of paramount importance – in other words, the consultant-to-customer exchange doesn’t end when a sale is closed.
So at the end of the day, customer service can often be the single most critical element to the profitability of your business. It extends past initial project or service completion, encompassing troubleshooting support, corrective maintenance actions, and informational responses to general system inquiries.
To facilitate all of these objectives, the Salesforce Service Cloud provides a virtual collaboration space that enables your customer service team to respond to requests for help and information at any time, from any location, across any channel. In our connected world, customers seek out and expect a timely response to their inquiries, and prompt service is vital to ensure customers are not only satisfied, but come back for more.
Built on the Salesforce1 platform, Service Cloud integrates with CRM to embed one-touch service into your applications and products, providing your customer service center with automatic updates and notifications, as well as status reports and measures for issue escalation. The application integrates directly into existing enterprise solutions and across company departments, can be accessed from mobile devices, and is customizable for any business size.
With so many disparate customers and cases, it can be easy to lose track of the status of each service request. To simplify the process, Service Cloud consolidates all your organization’s support channels, including live chat, e-mail, phone, website, and social media networks into one location with multi-monitor support, ensuring no request goes unnoticed.
Through the application’s Agent Console, issues are captured and organized by categories including origin, status, and priority, providing a quick view of all open and closed cases and enabling agent routing. Case activity is captured in a single feed, including information on service entitlements and suggested solutions, as well as customer and project background information, including billing information and balances. During service calls, this data is automatically pulled, so agents are up-to-date on project and client data and can use this information to help respond to any issue.
To provide an extensive knowledge base, case details can also be transmitted across employees, including departmental experts, product managers, and executives, allowing issues to be funneled directly to those professionals whose expertise best matches each inquiry.
And while the application sets your service center up as a one-stop-shop for all customer needs, another helpful aspect of Service Cloud is the Customer Community, an online forum where customers can communicate with each other and live agents to solve issues and share suggestions. The best answers are captured and published into a virtual knowledgebase, accessible by all users.
The virtual workspace provided by Service Cloud turns your customer service team into an interactive force, combining knowledge, skills and resources across your organization to respond to service requests more effectively, all while harnessing the organizational and collaborative resources of CRM.
If you’d like greater detail on the performance benefits Salesforce1 users are seeing from Service Cloud, we’d love to speak to you. In the meantime, to learn more about how our seasoned Salesforce1 consultants can deliver this functionality to your business, please contact any member of our consulting team at [email protected]. We also encourage you to contact Tokara’s VP of Business Development, Mark Fillingim, directly at +1 972-719-0213.