A recent survey by by retaildive.com found that 73% of consumers will ghost a brand after three or fewer negative customer service experiences.
As we commence 2022 we are living in a world where many customers are not just comfortable interacting and purchasing from your business online but they are also more sophisticated in the channels they wish to use to communicate with your business and brand. Consequently its more important than ever that you are able to communicate with your customers across a range of channels and devices.
You may now be thinking how do brands both large and small achieve this? There are different ways this can be done but one such way is to use Salesforce Service Cloud.
Service Cloud is built on the Salesforce Customer Success Platform, giving you a 360-degree view of your customers and enabling you to deliver smarter, faster, and more personalised service.
Contact centres are coming under significant pressure as online activity increases and high-volumes of customer inquiries become normality. Businesses might be considering Service Cloud for a number of reasons from releasing new products, launching new channels (Like SMS, Facebook Messenger, Whatsapp etc), to dealing with emergencies and seasonal spikes or simply a growing customer base.
According to Cloudanalysts.com Service Cloud can bring the following benefits:
Benefits for Customers
- 35% increase in customer satisfaction.
Benefits for Companies
- 22% decrease in support cost.
- 26% increase in customer retention.
- 28% increase in agent productivity.
- 31% faster case resolution.
Salesforce Service Cloud Use Cases
- Case Management (key feature in Service Cloud for organizing the work of a customer support department with a case system);
- Agent Workspace (used for enabling your service team with quick and simple access to all of the things that are necessary for their work using the agent console);
- Service Process Automation (helps to eliminate a lot of manual work by setting up automatic processes, it also allows to design automated processes which can walk the specialist through what should be done step-by-step when resolving specific cases via tools like scripts and reply suggestions for guidance; optionally, there’s a possibility for AI Chatbot integration which gains knowledge based on actual customer support chats with your clients);
- Knowledge Management (is needed for not just resolving issues faster but ensuring they are dealt with in a consistent repeatable manner, the answers can be used by employees and even customers in the self-service format if you wish);
- Omni-Channel Routing (used for automatically assigning cases, leads, and tasks to the best available customer service agent based on their skills or workload to close cases effectively);
- Service Analytics (displays data regarding an employee’s performance, the volumes of cases, to predict customer trends, etc right on the dashboard);
- Telephony Integration (a computer telephony plugin that allows adding calls into Salesforce without the need to use external tools; there also exists Service Cloud Voice software which is an AI-powered voice transcription tool);
- Further features (along with that, Service Cloud provides the opportunity to support clients on a multi-channel level, the possibility to create cases automatically on a web-to-case or email-to-case basis, automation with Macros, asset and order management, as well as the collaborative tool called Quip for helping employees work in a team more successfully, among other functionality).
Salesforce Service Cloud Case Studies: Samsung
Samsung Electronics UK & Ireland gives B2B customers a faster and smarter experience with Salesforce
Business continuity is at the forefront of every organisation’s mind right now. But how many are using this time to embark on new initiatives and further transform operations?
For Gareth Hobson, Head of B2B Customer Experience Operations, and Gary Skeels, Head of B2B Customer Experience Development, the COVID-19 global pandemic has become a catalyst for change — and proof that transformation efforts are paying off. Empowered with Salesforce Service Cloud, Samsung Electronics UK & Ireland’s customer success agents have seen a 60% increase in cases being raised via digital versus traditional channels such as voice and email – with 88% of these cases resolved on first contact.. An increase that’s happened during the COVID-19 crisis. See full case study