Salesforce Cloud
Salesforce Service Cloud
Get a faster, smarter, more flexible customer service solution now. Service Cloud can transform your company’s customer service by solving problems faster on any channel. Radically increase agent productivity, give customers valuable always-on self-service options, and dramatically improve customer satisfaction.
Benefits of Salesforce Service cloud:
- Increase agent productivity.
- Resolve cases faster.
- Customize and automate any customer service.
- Automatic matching of cases to the agent with the best skill set to solve them.
- Integrate with the most popular CTI systems.
- Monitor and respond faster to customer posts on social media channels.
- Automating common, repetitive, multi-step tasks to resolve customer issues more efficiently.
- Arming agents with critical data about past communications right at their fingertips.
- Track customers’ assets, orders, support history, and more..
Salesforce Service Cloud in South Africa
Implementation of Salesforce Service Cloud in South Africa's in Megabytes Technologies (MBT):
Case Management:
Automated Case Assignment: Use Service Cloud to automatically assign cases to the appropriate support agents based on predefined criteria such as expertise, workload, or customer priority.
Case Escalation: Set up escalation rules to ensure that critical issues are promptly addressed, with alerts sent to supervisors if cases are not resolved within a specified timeframe.
Omni-Channel Routing: Implement Omni-Channel to route customer inquiries from different channels (email, chat, social media, etc.) to the right agent in real-time.
Knowledge Management:
Knowledge Base: Create a centralized knowledge base within Service Cloud where support agents can access and share articles, FAQs, and best practices to resolve customer issues more efficiently.
Self-Service Portal: Integrate the knowledge base into MBT’s customer community, allowing customers to find answers to common questions and troubleshoot issues independently.
Article Feedback: Allow agents and customers to provide feedback on knowledge articles to continuously improve content quality and relevance.
Service Console:
Unified View: Provide support agents with a comprehensive view of customer interactions, case history, and relevant data within the Service Console, enabling them to deliver personalized and efficient service.
Quick Actions: Use macros and quick actions to automate repetitive tasks, such as sending follow-up emails or updating case statuses, improving agent productivity.