Our goal is to help nonprofits resolve cases faster. Using Service Cloud capabilities, we will help teams work more efficiently to support and resolve constituents’ enquiries.
Using the Service Cloud Console, customer service agents can see the information that is most important to them. The console also gives agents the ability to be more efficient and work on multiple records within the same window. Using Salesforce Knowledge, agents can find solutions to difficult cases easier and customers can self-serve using articles such as Frequently Asked Questions. Agents can add and update articles and expand the knowledge base.
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.
A Single View Of All Data In One Place
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.
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.
Resolve Cases Across Multiple Channels
Salesforce Service Cloud allows customers to easily connect with an organisation 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.
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.
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
Want to create remote working capabilities so that service agents are not tied to working from one location
Poor record of previous communication with customers
Reacting to customers needs and wants, instead of proactively finding out what issues could arise in future cases
No platform where customers can self serve themselves and find answers to their questions
Customers find it difficult to find and select an appropriate channel to contact the organisation
Service Cloud Benefits
Service Cloud is a customer service management platform used by organisations to resolve customer cases through multiple channels, below are some of the benefits that organisations using Service Cloud can gain.
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
Easily assign the best-suited agent to each inquiry, this means that each case is solved as efficiently as possible
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
Keep records of every interaction with customers, no matter the channel that they communicate through
Predict customers future needs and wants, these can then be proactively resolved before they arise
Communication channels are built into the organisations website or app, making it easy for customers to contact the organisation when they require support