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:
  1. Increase agent productivity.
  2. Resolve cases faster.
  3. Customize and automate any customer service.
  4. Automatic matching of cases to the agent with the best skill set to solve them.
  5. Integrate with the most popular CTI systems.
  6. Monitor and respond faster to customer posts on social media channels.
  7. Automating common, repetitive, multi-step tasks to resolve customer issues more efficiently.
  8. Arming agents with critical data about past communications right at their fingertips.
  9. 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):

  1. 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.

  2. 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.

  3. 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.

Megabytes - Salesforce Service Cloud