Service Cloud For Education
Whether organisations want students and those that support them to self service or they want to respond to cases faster. Service Cloud enables an organisations team to help their students make the most of their education.
Delivering a quality and responsive customer service is vital to an organisations success as it plays a huge role in their reputation, therefore it is important that the staff responding to the customer cases have all the information needed to carry out the process as efficiently as possible. When a customer contacts an organisation with an issue, they want an answer and a solution quickly. If the resolution is time consuming or a bad experience, this could result in the lead leaving the organisations and going elsewhere.
A good service management system makes this process smooth and efficient for both the customer and the service agent. It also provides agents with all the information they require to resolve the case quickly, this includes activity history, critical information about the customer and the next best actions. This provides huge benefits when compared to an organisation using multiple management systems or even worse paper and spreadsheets.
360 view of a customer’s data
Service Cloud allows staff to see every customer interaction, regardless of where the interaction took place. Every email, chat message, voicemail and any other interaction appears in chronological order. Organisations can also use Salesforce to link a student academic records or any other type of record, giving them a holistic 360 view of their students.
Giving customers the ability to self serve
Salesforce Service Cloud provides customers with a service community where they are able to interact with each other, asking and answering each other questions. This means that service agents have more time to carry out their work. The service agents can also be allocated to questions that have been left unanswered in the community, this ensures that no question is left unanswered. This can be made public on the organisations own website or be restricted to those with a school login via a Salesforce Community Portal.
Resolve cases across multiple channels
Salesforce Service Cloud allows customers to easily connect with an educational institution on their own terms, allowing the customer to connect with the organisation how and when they want. These customer communications can then be managed from the service console, this allows the service agents to follow the organisations practices and help customers no matter which channel they contacted the organisation through.
Service Cloud for education
We understand that managing and resolving customer cases can be a difficult task, especially when the cases are across multiple channels. Below are some of the issues that an organisation might face during this process.
Poor record of previous communication with customers
Difficulty tracking customer cases across multiple channels, this means that some customer cases go unnoticed. This can leave customers unhappy resulting in a negative reputation
Inexperienced service agents are sometimes placed on cases that are difficulty and require a more experienced service agent
Find it difficult to track a customer service teams performance in real time
Customers find it difficult to find and select an appropriate channel to contact the organisation
No platform where customers can self serve themselves and find answers to their questions
Reacting to customers needs and wants, instead of proactively finding out what issues could arise in future cases
Want to create remote working capabilities so that service agents are not tied to working from one location
Benefits of using Service Cloud for educational organisations
Service Cloud enables agents to access customer cases using a number of channels such as email, live chat and phone. With our range of expertise we are able to help all teams no matter their size or industry make the most out of Service Cloud. Below are some of the benefits educational organisations gain from using Service Cloud
Easily respond to customers across multiple channels. This can be social media, chat box, on the phone and other channels
Watch how a customer service team works and operates in real time with powerful analytics
Organisations can track the key performance indicators (KPIs) that are most important to them
Provide customers with the ability to find the answers they need on platforms such as frequently asked questions, this also benefits the service agents as they have a reduced number of cases to service
Communication channels are built into the organisations website or app, making it easy for customers to contact the organisation when they require support
Predict customers future needs and wants, these can then be proactively resolved before they arise
Keep records of every interaction with customers, no matter the channel that they communicate through
Easily assign the best-suited agent to each inquiry, this means that each case is solved as efficiently as possible
Don’t take our word for it
Our customers are our best brand evangelists, when we helped out Spina Bifida Hydrocephalus Ireland they had some very nice things to say about us.
Having Salesforce has allowed us to save huge amounts of time, and streamline all of our processes, the data we have is now all in one place for the first time, and we are delighted to be able to use Salesforce for everything to power our organisation and serve the families and children we support
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