Salesforce is a powerful customer relationship management (CRM) platform that can help your business in a number of ways. One of the most important is through providing smarter and more effective customer service.
In this post, we’ll explore how Salesforce can help you provide smarter and more effective customer service to your clients and customers.
We’ll cover 15 key features of Salesforce that can be used to improve your customer service, as well as some tips on how to get the most out of these features.
Smarter Customer Service with Salesforce
One of the most important advantages that Salesforce provides is the ability to have all of your customer data in one place. This includes contact information, purchase history, support requests, and more.
This data is stored in Sales force’s “cloud” so it can be accessed from anywhere, at any time. This is a major advantage over traditional on-premise CRM systems, which can be difficult to access when you’re not in the office.
Another key advantage of Salesforce is that it provides a number of tools and features that can be used to improve your customer service. We’ll cover 15 of these key features below.
1. Case Management
Sales force’s case management feature is a great way to keep track of all support requests from your customers. It allows you to create cases, assign them to specific agents or teams, and track their progress.
You can also use Sales force’s case management feature to create Knowledge Articles. These are articles that contain solutions to common problems that your customers might experience.
2. Live Agent
Live Agent is a Salesforce tool that allows you to provide live chat support to your customers. It’s a great way to provide quick and efficient customer service.
3. Service Cloud Console
The Service Cloud Console is a Salesforce tool that gives customer service agents a single view of all the information they need to resolve a case. This includes the customer’s contact information, purchase history, previous support requests, and more.
4. Social Customer Service
Social Customer Service is a Salesforce feature that allows you to track and respond to customer service inquiries made on social media sites like Twitter and Facebook.
5. Service Cloud Voice
Service Cloud Voice is a Salesforce tool that allows you to make and receive phone calls directly from your Salesforce account. It’s a great way to provide more personalized customer service.
6. Omni-Channel Routing
Omni-Channel Routing is a Salesforce feature that allows you to route customer service cases to the best available agent, regardless of channel. This means that your customer service agents can handle cases from Live Chat, Email, Phone, and Social Media all in one place.
7. Service Analytics
Service Analytics is a Salesforce tool that allows you to track key customer service metrics, such as first contact resolution rate, case deflection rate, and more.
8. Knowledge Management
Knowledge Management is a Salesforce tool that allows you to create and manage knowledge articles. These articles can be used to provide solutions to common problems that your customers might experience.
9. Service Cloud Einstein
Service Cloud Einstein is a Salesforce tool that uses artificial intelligence (AI) to help customer service agents resolve cases faster. It’s a great way to improve your customer service efficiency.
10. Field Service Lightning
Field Service Lightning is a Salesforce tool that allows businesses to manage field service requests from start to finish. It’s a great way to provide better customer service for companies that have field service technicians.
11. Customer Community
Customer Community is a Salesforce feature that allows you to create a private social network for your customers. This is a great way to build relationships with your customers and provide them with self-service support.
12. Partner Community
Partner Community is a Salesforce feature that allows you to create a private social network for your partners. This is a great way to build relationships with your partners and provide them with self-service support.
Conclusion:
Salesforce is a great CRM tool for businesses of all sizes. It offers a number of features and tools that can be used to improve customer services, such as case management, live chat support, and more. If you’re looking for a CRM tool that can help improve your customer service, Salesforce is a great option.
