Why your business needs Salesforce Service Cloud in 2022
Did you know that an average business loses around 20-80% of its customers to unsatisfactory customer service?
Yes, you read that right!
A strong customer relationship based on trust and communication goes a long way in retaining customers.
Revolutionizing the customer experience through automation and personalization can help you create a loyal customer base.
So, how can businesses retain their customers?
According to the book, Marketing Metrics, by Phillip Pfeifer, Paul W. Farris, and Neil T. Bendle, the prospect of selling to an old customer is 60-70% whereas the same for a new one is only 5-20%. Not to mention that acquiring one will also need added costs.
A study reveals that a customer retention rate of 5% can hike profits by 25-95%.
In this blog, we will understand how Salesforce Service Cloud can revolutionize your customer support process and increase your loyal customers.
Salesforce Service Cloud - An Introduction
Service Cloud by Salesforce is a Customer Relationship Management Platform that offers a 360-customer view and assists in creating personalized customer experiences. Service Cloud enables this by automating processes, streamlining workflows, and providing a unified customer view for service agents.
Let’s take a look at the top 5 features of Service Cloud.
Top 5 features of Service Cloud
1. Omni Routing
Cases and leads are automatically directed to the most appropriate employee. Administrators can view the whole activity. The incoming work is routed to the agent with the least amount of work as well, creating balance and increasing efficiency.
Here, the agents can access knowledge from a company’s knowledge base and share it across different channels with the customer immediately. This helps to resolve customer issues in real-time.
3. Service Wave Analytics
It enables agents to quickly follow up on case management, backlogs, etc from anywhere by bringing all data to one place and optimizing processes
4. Live Agent
Through Live Agent, customers can connect with agents through the web and get multilingual support in real-time.
5. Lightning Console
The console allows agents to be more efficient and productive by unifying customer data across channels. Through this feature processes like returns, cases, and registering new customers, can be made faster.
Other features include
- Customer Cloud Integration
- Social Customer Service
- Customized Reporting and more
Service Cloud can revolutionize the customer experience and help your business create a loyal customer base that will take your business to new heights. Connect with our experienced team for an efficient Service Cloud Implementation in your organization!