Things You Need To Know Before Enrolling for Salesforce Service Cloud

Maximize Customer Experiences with Salesforce Service Cloud

Regardless of their size and the products they are selling, companies need to engage their customers and offer them value propositions at all times. The difference between a successful company and an ‘okay’ company is that the former connects with their customers regularly. 

This is why customer service is one of the essential tools you can have in your marketing arsenal to pave the way for massive undertakings for your business. In addition, better customer service tools in your technology stack give your teams the support they need to scale up the business. 

One way of doing so is by hiring more customer service executives, but the investment to return ratio is not splendid. However, as we move into the future, where most B2B sales happen online, companies are opting for tools such as Salesforce Service Cloud to deliver consistent and exceptional customer service.

Not only does Salesforce Service Cloud eliminate the need to hire more customer service executives, but it also equips the existing team members with additional resources and accurate data to work with. 

Salesforce services can adapt to the scale of your business, and you can customize your systems to meet the increasing demands of your business with ease, all the while having a solid foundation to work with. 

If you are exploring Salesforce Service Cloud for the first time, here is a quick refresher about what it really is.

Overview of Salesforce.com and its Cloud Services:

Salesforce.com is a leading cloud-based customer relationship management (CRM) platform that offers a range of cloud services to businesses of all sizes. These services enable organizations to streamline their sales, service, marketing, and other operations, empowering them to connect with customers, manage their data, and drive growth effectively.

What Is Salesforce Service Cloud?

Salesforce Service Cloud is a SaaS-based customer service solution offered by Salesforce. It gives you a complete overview of your customer service activities in tailor-made dashboards while also providing you with accurate data analytics. 

It is used to create a connected base to enable case interaction & resolution, initiate live agent conversations and predict up-selling opportunities based on a customer’s previous interaction with your brand. 

How Service Cloud Benefits Businesses in Improving Customer Experiences:

Service Cloud enables businesses to elevate their customer experiences by offering seamless omnichannel support across various platforms, such as phone, email, chat, and social media. With Service Cloud, organizations can efficiently track and resolve customer issues, leading to improved satisfaction and loyalty. Additionally, it provides real-time insights and analytics, allowing companies to identify recurring problems and proactively address them for enhanced customer retention.

The Role of Service Cloud in Personalization and Targeted Marketing:

Service Cloud plays a crucial role in personalization and targeted marketing by enabling businesses to capture and analyze customer data. This data includes preferences, purchase history, and interaction patterns, which can be utilized to deliver personalized experiences and tailored marketing campaigns. By understanding their customers better, companies can effectively engage with them, increase conversions, and boost overall revenue.

Key Services Offered By Salesforce Service Cloud

Many experts in the industry consider Salesforce Service Cloud to be one of the top-ranking customer service platforms. How? The services it offers do indicate the claim to be an accurate one. 

Let’s take a look at the key services Salesforce Service Cloud has to offer:

• Improved agent productivity with Lightning Service Console. It collates all the data and allows agents to leverage it to get a 360-degree view of their customer’s interactions with the brand.
• It allows you to resolve cases faster with easy visibility of an issue’s full context, presented in a streamlined manner on carefully designed dashboards.
• You can automate any customer service–related approval with a simple drag-and-drop feature using Workflow.

• It matches agents with relevant skills to the cases using robust omni-channel routing capabilities.
• You can integrate Salesforce Service Cloud with the most popular telephony systems, log incoming calls and manage them from the in-built console without actually having to pick up the phone. 
• You can take the pressure off your support agents by automating the mundane multi-step tasks associated with customer issues and giving them time to focus on complex cases. 
• It allows your agents to be ready when interacting with customers by providing critical data about the customer’s previous interactions.
• Track your customer’s information about their journey with your brand and make informed decisions with real-time reports about their progress. Also, you can look up a customer’s assets, support history, and orders to get a 360-degree view of their activity. 

Dashboard in Salesforce Service Cloud

Since we have talked about how Salesforce Service Cloud brings everything together in streamlined dashboards, it is only fair to look at some of the most notable dashboards it has to offer. 

• The Forecast Dashboard: It helps your company get a clear idea about the sales forecasts for the next quarter or a time frame of your choosing. You can use this to track the progress concerning the targets in place. You may also use the data from this dashboard to mentor employees toward achieving their targets.

• Customer Service Supervisor Dashboard: it allows your customer service team managers to track and manage the performance of the customer service agents. It displays critical information such as the number of issues resolved, ticket escalation, time taken to resolve a query, top-performing team members, the average number of cases open, and case segregation based on priority. 

• Service KPIs Dashboard: This dashboard is a boon for the senior management in charge of the customer service division. It aligns the different KPIs needed to measure a team’s performance and provides insights into important metrics such as the number of cases closed, the channel used to close a case, the distribution of tickets, and prioritization. 

Most Notable Integrations With Salesforce Service Cloud

Salesforce is popular for the level of flexibility it offers and the integration opportunities it provides. Here are some of the most notable integrations you can achieve between Salesforce Service Cloud and third-party applications.

• Service and Support Dashboards
• Get Feedback: Surveys for Salesforce
• Q-Assign: Case Assignment, Omnichannel Routing
• Vlocity Health
• Natterbox
• Genesys Cloud for Salesforce
• Gainsight: Customer Success Platform

Related: Best Practices When Integrating Apps With Salesforce

Integration with CRM for Enhanced Customer Experience

One of the key features that sets Salesforce Service Cloud apart from other customer service solutions is its seamless integration with CRM systems. This integration allows businesses to have a complete view of their customers, enabling them to provide an enhanced and personalized customer experience.

A. Introduction to CRM Integration with Service Cloud

The integration between Service Cloud and CRM systems brings together customer service and sales data, creating a unified platform for businesses to manage and nurture customer relationships. By syncing customer information, such as contact details, purchase history, and interactions, businesses gain a holistic understanding of their customers, leading to more targeted and personalized interactions.

B. How Service Cloud and CRM Improve Customer Experience

With the integration of Service Cloud and CRM, businesses can provide a seamless customer experience throughout the entire customer journey. Service agents have access to comprehensive customer profiles, enabling them to quickly resolve issues, provide personalized recommendations, and offer targeted promotions based on customer preferences.

Furthermore, the integration allows for automatic ticket creation from CRM leads and opportunities, ensuring no customer inquiry falls through the cracks and providing a smooth handoff from sales to service. This ensures a consistent and efficient customer experience from initial contact to post-purchase support.

C. Benefits and Advantages of Integrating Service Cloud with CRM Systems

The integration of Service Cloud with CRM systems offers numerous benefits for businesses:

• Improved Efficiency: With a unified platform, businesses can streamline their operations, eliminating the need for manual data entry and reducing duplicate efforts. Agents can access relevant customer information in real-time, enabling faster and more accurate issue resolution.
• Enhanced Personalization: By leveraging the combined power of Service Cloud and CRM, businesses can deliver personalized experiences at scale. Agents can address customers by name, anticipate their needs based on past interactions, and make tailored recommendations to drive customer satisfaction and loyalty.
• Better Decision Making: The integration provides businesses with comprehensive insights into customer behavior, trends, and preferences. With access to real-time data, businesses can make informed decisions about product development, marketing strategies, and customer service initiatives.

Customer Service and Support Features in Salesforce Service Cloud

Salesforce Service Cloud offers a plethora of features and capabilities to deliver exceptional customer service and support. With its robust functionalities, businesses can enhance customer engagement, streamline service management, and effectively handle incidents. Let's explore some key features and best practices for leveraging Service Cloud in delivering top-notch customer service.

A. Key Features and Capabilities for Customer Service and Support

Service Cloud provides a comprehensive set of features to empower your customer service and support teams. From case management and ticketing to omnichannel support, these capabilities enable businesses to efficiently handle customer inquiries and issues. By utilizing Service Cloud's customization options, organizations can tailor their service processes to meet individual customer needs.

• Case Management: Service Cloud enables businesses to efficiently track and resolve customer cases. With its intuitive interface, agents can easily prioritize, assign, and collaborate on cases, leading to faster resolutions and improved customer satisfaction.
• Ticketing: Service Cloud's ticketing system allows businesses to capture, track, and resolve customer issues. It streamlines the support process by ensuring that customer inquiries are properly documented and managed, leading to efficient resolution and enhanced customer experiences.
• Omnichannel Support: Service Cloud enables businesses to provide seamless customer interactions across various channels, including phone, email, chat, and social media. This omnichannel approach ensures that customers can engage with support teams through their preferred channels, improving overall customer satisfaction.

B. Leveraging Service Cloud to Enhance Customer Engagement

Service Cloud empowers businesses to deliver personalized, proactive customer service, thereby enhancing customer engagement. By utilizing the platform's robust customer relationship management capabilities, organizations can gain a 360-degree view of their customers, enabling them to provide tailored support and build lasting relationships.

• CRM Integration: By integrating Service Cloud with CRM systems, businesses can access comprehensive customer information, including purchase history, preferences, and previous interactions. This integration enables support agents to have a holistic view of each customer, leading to personalized and effective customer service.
• Proactive Outreach: Service Cloud's automation capabilities allow organizations to proactively engage with customers. Automated reminders, alerts, and follow-ups ensure that customers are kept informed and reassured throughout the service journey, resulting in improved customer satisfaction and loyalty.

Cost of Salesforce Service Cloud

Salesforce Service Cloud has four different pricing tiers. These include:

1. Essentials: It is meant for small customer service teams and can cost $25/user/month (annual billing)

2. Professional: This option offers all-round CRM capabilities with a cost of $75/user/month (annual billing)

3. Enterprise: Certainly the most popular tier on the list. Enterprise tier accounts cost $150/user/month (annual billing)

4. Unlimited: As the name suggests, this is the highest service tier for big enterprises and offers a wide range of support options, unlimited apps, and tabs and sandbox testing capabilities. It costs $300/user/month (annual billing)

Conclusion

When enrolling for Salesforce products, you can choose between different modules. However, configuring them for your business is not an easy task, and you need to enlist the help of a professional team to leverage the complete capabilities of Salesforce clouds. 
At Growth Natives, we bring decades of collective experience to the table and offer you the best solutions regardless of your business’ size. To know more about our Salesforce development services, email us at info@growthnatives.com or visit our website.