Hey trailblazers! Today's badge is Service Cloud Platform: A Quick Look--but you probably got that from the blog title, didn't you? Anyway, today is another pretty basic beginner's level introduction to what Service Cloud can do for your company. So let's get started!
GET TO KNOW THE SERVICE CLOUD KEY CONCEPTS
- The Service Cloud platform is a customer support platform that gives your agents superpowers to deliver service that's as instant and easy as a conversation.
- Customers can contact you via email, phone, SMS, social media, online communities, or real time chat.
- Service Cloud embeds customer support into existing mobile apps and websites.
- Agents can respond to customers in whatever channel they think the customer is comfortable using.
- Service Console can route to the right agents at the right times and consolidates all their screens into one UI.
- Service Cloud brings a 40% increase in agent productivity, 41% faster first contact resolution, and 34% increase in customer retention.
- Service Cloud connects sales, marketing, and customer service.
RESOLVE CASES FASTER KEY CONCEPTS
- Build a branded community quickly and easily with community templates.
- Community Cloud automatically recommends experts, groups, and content with the AI of Salesforce Einstein.
- Customers can use Einstein to create and resolve cases on their own and can escalate if necessary.
- Build a knowledge base with Salesforce Knowledge by instantly sourcing information from the collective wisdom of your company.
- Knowledge information is referred to as articles.
- An article can be anything from FAQs to how to information on a process.
- Automate common tasks using macros.
DELIVER OMNICHANNEL SERVICE KEY CONCEPTS
- Omnichannel means delivering service on multiple channels.
- Service cloud makes omnichannel seamless across all your channels.
- Omnichannel intelligently routes to agents based on availability.
- Omnichannel Supervisor gives managers real time intelligence in the Service Console.
- Supervisors can see waiting times, open work, an d more. You can drill down and see performance on specific agents or queues.
- Embed service channels into web and mobile experiences with snap-ins.
- Snap-ins can integrate live agent into your mobile app or website.
- Snap-ins allow agents to change a live chat to an SOS one or two way mobile video chat.
- LiveMessage connects Service Cloud with SMS and Facebook Messenger.
LEARN ABOUT THE SALESFORCE PLATFORM ADVANTAGE KEY CONCEPTS
- Customers expect an amazing experience every time they interact with you.
- Customer Service is a customer experience operation.
- 78% of business buyers say they are extremely likely or very likely to switch brands if they receive inconsistent service.
- With the Salesforce platform everyone in your sales and service organizations has a 360 degree view of every customer and their interactions with your company.
- Your service agents get smarter.
- Your sales team is empowered.
- Your business grows faster.