How Service Cloud from Salesforce enables the experience customers want now
Everyone knows about the importance of great service. So why aren’t more companies
For many customers, the service a company provides is as important as the goods or services it offers. And with people less brand loyal than ever before, customers tend to gravitate toward the companies than offer them the best experience. So why do 84% of customers say brands do not excel at providing consistent experiences across channels? Because companies are not set up to meet changing expectations, due to disconnected departments, siloed data, disparate point solutions, and an overreliance on manual processes.
Digital transformation is the key to solving these issues. But sometimes that’s easier said than
done. Newer companies may lack the resources to build out a new solution from scratch. Larger firms often struggle bringing together various legacy systems from across departments and divisions. Everyone is challenged by staffing shortages and concerned about adding new
responsibilities to already overtaxed employees.
The solution for many of our clients is Service Cloud from Salesforce
Service Cloud enables connected, personalized service from anywhere on one digital
engagement platform. From your agents in the contact center to your service professionals in
the field, everyone has simple-to-use tools that help them do their best work. Customers get answers quicker and easier through AI-powered workflows and connected, personalized service across every touchpoint.
Flexibility is a key advantage of Service Cloud. Businesses can start small and easily add
functionality as they grow and their needs change. Implementation is fast and straightforward,
and can be done without putting extensive resources into coding and configuring. Salesforce
offers composable apps and services, clicks-to-code tools, and a robust ecosystem of ISV and
partner apps that are prebuilt and pre-integrated on the platform.
Key reasons why businesses are moving to Service Cloud
Connecting all digital experiences
The customer journey is increasingly omnichannel. In fact, 74% of customers have used
multiple channels to start and complete a transaction. Service Cloud allows you to drive omnichannel engagement by unifying every channel on a single platform. You can deliver faster service with chatbots that handle common requests, initiate processes, and collect information prior to agent handoff. And because many customers prefer to help themselves, Service Cloud lets you enable self-service options with guided process automation and 24/7 access to relevant content and mission-critical data.
Automating business processes with AI
Service Cloud allows you to enable end-to-end process automation and create a 360° view of
the customer. You can integrate data or logic from any third-party system with pre-built
connectors and reusable APIs to power seamless multi-system workflows. Build a process once and then extend to any touchpoint for a seamless experience. Unlock cross-department
productivity by mobilizing your entire company in service of the customer with a connected
Reminaging the contact center
Both customer and employee needs have changed dramatically in recent years. The contact
center hasn’t always kept up. With a unified agent desktop and connected field service, Service Cloud lets your people deliver the fast, efficient multichannel experiences customers expect—either while working in the office or remotely. Agents can quickly handle issues from one screen using an easy-to-use, drag-and-drop workspace with 360° customer views. They can seamlessly toggle between cases, voice conversations, messaging, and chat channels. Plus, a connected app empowers mobile workers with the right tools, resources, and information to ensure superior service and visibility into upselling moments.
Optimizing field operations
From personalized recommendations to real-time ETAs, customers are expecting more from
field service professionals. Service Cloud helps you deliver the experience they want by
connecting field service operations to core service and support operations. You can elevate inperson and virtual field service with customer insights and data across your service teams. By meeting customers on their preferred digital channels and streamlining scheduling, you can provide real-time appointment updates, mobile worker details, and virtual troubleshooting.
Service Cloud is not only about happier customers
We all know the great migration and resignation is happening. Often, people leave because they don’t have a sense of purpose or feel valued. Service Cloud helps improve the employee
experience for agents and field service staff by eliminating repetitive tasks, managing workload, and allowing them to focus on what they do best—helping customers. And with more people than ever wanting to work remotely, Service Cloud gives your teams the tools to deliver excellent customer service from anywhere.
How to get started
As a Salesforce SI Consulting partner with teams certified in across the Salesforce ecosystem as Architects, Consultants, Analysts that specialize in Sales Cloud, Marketing Cloud, and Custom Salesforce Solutions, Peak360 IT can implement Commerce Cloud quickly and efficiently. We’ll help you take customer-centric commerce from a good idea to something that helps your company grow right now.
By Jon Ewoniuk
Jon is the President at Peak360 IT. Peak360 IT helps companies solve technical, resource, and implementation challenges on the Salesforce platform. Founded in 2014, Peak360 IT is a Salesforce SI Partner that specializes in Sales Cloud, Service Cloud, Experience Cloud - and implementing custom applications and automations on the Salesforce Platform.
With our backgrounds in Software Development, Technology, and Consulting - Peak360 IT has a reputation for developing custom integrations using various technologies, such as MuleSoft, Google Apigee, and other SOA/API frameworks.