What’s in it for your business?
Tokara Delivers Service Cloud
Features & Functionality
Leverage productivity tools, dashboards, and built-in AI-powered analytics, customize and automate service and approval processes, and speed case resolution with the right rep for the right case.
Connect with customers where they want to engage with you—leverage mobile messaging, AI-powered chat support, real-time resolution on social networks, and more!
Equip customers with the personalized resources they’re looking for in online portals and communities so your support teams can prioritize complex cases.
Revolutionize onsite support, equipping reps to instantly create work orders, access expert references, track SLA data, optimize scheduling and job assignment, remotely manage jobs from mobile devices, and leverage AI-powered image recognition to boost initial fix rates.
"Thanks to the influx of customer data from social media, e-commerce and mobile devices, companies have more data on their consumers than ever before. Yet, without the means to act on this data—or extract meaningful insights—businesses are struggling to understand their customers any better than they did in generations past."
—"4 Keys to Closing the Customer Experience Gap," Harvard Business Review
Service Cloud Addresses Today’s Top Business Drivers
Critical Findings on
Teams Navigate New Standards of Engagement—
Customers expect their affinity for digital engagement to last beyond the peak of the pandemic, prompting service organizations to move up their timelines for digital transformation. 81% of decision makers say they’re accelerating digital initiatives.
The Continued increase in AI reliance
Artificial intelligence (AI) is often the “how” of automation, working behind the scenes to raise insights and recommendations, populate information, or trigger processes. 77% of agents say automating routine tasks allows them to focus on more complex work – up from 69% in 2018.
Service Extends to Sales, Marketing, and Beyond
The majority of service organizations now provide their team members with a view of customer interactions across sales, ecommerce, and marketing, although most underperforming organizations have yet to achieve this. 79% of service professionals say it’s impossible to provide great service without a complete view of customer interactions.
Workforce Management Takes a New Shape
As the very nature of work evolves before their eyes, service leaders are looking to new staffing models that accommodate new fiscal realities, provide employee mobility and opportunity, and meet business demands. 62% of service organizations have brought employees from other departments into service and support roles.
The ever-changing environment of Customer Service
The skills required of agents are becoming broader and more complex than those traditionally associated with the role. 77% of agents say their role is more strategic than two years ago – up from 71% in 2018.
*Note: Access to the 2020 “State of Sales” survey report is gated by Salesforce; form completion is required to view the report in its entirety; however, enabling cookies will ensure access to all Salesforce gated content with completion/submission of only one form.
Tokara Suggests Service Cloud
Resources & References
- Service Cloud Keynote: Customer Service in the New Age of Service
- Field Service Lightning Keynote: Transform Field Service for the New Mobile Workforce
- Key Findings from the Service Cloud Lodge and Field Service Lightning Station
- Access the latest Service insights and trends from a blind survey of over 7,000 customer service professionals worldwide, conducted by Salesforce.