How Salesforce Service Cloud Boosts Agent Productivity
By Rahul Saini
Feb 10, 20227 min read
What distinguishes your business from your competitors is the level of customer service and your vision. However, you also need part of your team to build strong relationships with customers and nurture them moving forward.
What is it? Your customer support teams!
There is no denying that support agents play a significant role in dealing with customer queries daily and providing solutions that resolve their issues and increase the chances of generating repeat business in the future.
Your customer support team is the frontrunner in retaining your business and serves as your brand's first point of contact. Therefore, it is crucial that you equip them with the proper technological infrastructure to deliver delightful customer experiences.
But how do you do that? There are multiple ways to build a strong customer service team. The best way to improve their effectiveness is by championing harmony between the support executives and engineers using an advanced digital solution such as Salesforce Service Cloud.
Salesforce Service Cloud Defined
If you are new to the subject, here is a quick refresher about what Salesforce Service Cloud is.
Salesforce is a leading CRM tool with a global presence and millions of active business users across the globe. It offers several comprehensive products and integration services, and Salesforce Service Cloud is one of the most popular integrations they have to offer.
Salesforce Service Cloud is a CRM platform that specializes in empowering your company's service and support division. It is used by businesses of all sizes and is dubbed by many as the best customer service platform available today.
One of the unique features Salesforce Service Cloud offers is the ability to deliver personalized services for each company which can be scaled up at any given time. The best uses of Salesforce Service Cloud include better customer retention, higher productivity of service teams, and robust data security measures.
How Salesforce Service Cloud Increases Agent Productivity
While there are many benefits of incorporating Salesforce into your technology stack, in this post, we will focus on how you can leverage Salesforce Service Cloud to improve the productivity of your customer service agents.
Here are some ways to accelerate your customer service level and improve agent productivity using Salesforce Service Cloud:
Faster Turnaround Times
Customers today are not very patient and are likely to ditch your brand on the back of a single negative experience. Therefore, your service agents need all the help they can get to reduce the turnaround time for their customers by sending out an appropriate first response ASAP.
However, it can be intimidating and you need to accelerate this process by understanding the queries precisely before offering a solution. Salesforce Service Cloud enables you to analyze similar questions resolved in the past and suggest solutions quickly. In addition, since the console is accessible to all team members, they can consult internally without hassle before sending it to the customer.
Uniting Disparate Content Repositories
A centralized knowledge base, a descriptive blog section, and website content are some of the handiest tools when it comes to backing up your customer service agents. However, switching between these three or more content sources can reduce support agents' speed to resolve queries.
Salesforce Service Cloud allows them to access all the disparate content repositories within the Salesforce console without leaving it. As a result, they can quickly get to the information needed and resolve more queries daily.
Standardized Automatic Responses
It is not uncommon in business to develop an issue on a specific product line, and it leads to a surge in the volume of queries associated with the same problem. In such a situation, you can find your support agents overwhelmed with the same question repeatedly.
Salesforce Service Cloud allows you to create automated responses for such cases using its inbuilt auto-response rules. It collects data from existing cases and generates a resolution response with a single click. This small step takes the pressure off your agents and gives them time to address the more complex issues at hand.
Integration With Existing Customer Service Platform
CRM integrations are a great way to connect third-party applications, and you can leverage Salesforce Service Cloud’s integration capabilities to connect it with your existing customer service platform. Consequently, you will have all the data recorded in your new interface and provide a bird' eye view of the entire customer service process.
Tracking a Customer’s Journey Before Interaction
A customer looking for a solution often follows a straightforward process. They start from the simplest channel, like a chatbot, and make their way up to an interaction with a customer service agent.
Salesforce Service Cloud allows agents to get a clear understanding of a customer’s journey so far, and they can use this information to avoid sharing any documentation that they referred to previously.
This practice limits customer attrition and empowers the support team to deliver the right solution.
Analyze Agent Productivity
One significant benefit of having a cloud-based solution such as Salesforce Service Cloud is creating and maintaining transparency across your organization. While it is often difficult to track which agents perform optimally, Salesforce Service Cloud makes it easier to track their productivity.
There is no scope for favoring best friends as it provides a bird' eye view of the department’s productivity as a team and as individuals. Managers can use this data to fix any loopholes in the resolution process and use various performance indicators to assess the team's best members.
It creates a sense of healthy competition and as a result, all support agents give their best to get on top of the list, leading to a highly productive department.
Salesforce Service Cloud is an excellent tool that integrates with your existing customer service platform and helps you deliver an outstanding customer service experience. It streamlines your current processes, promotes healthy competition among your team members, unites different content repositories, and provides unmatched assistance to the customer service agents at all times.
Want to learn more about how Salesforce Service Cloud can help make your customer service teams more efficient? Get in touch with our experts for a consultation today. Salesforce experts at Growth Natives bring decades of combined experience to the table to deliver Salesforce development and integration services that are tailored to your business requirements.
Email us at email@example.com or visit our website to know more about our services. You can also learn more about digital marketing, Salesforce, and marketing automation solutions we offer through our blog section.
Know of any other ways Salesforce Service Cloud can supercharge your customer service department? Please share them in the comments below.