Customer Engagement Center
How do you bring together all the tools your agents need to engage customers like never before? From self-service portals to knowledge management, live chat software to mobile service, the Lightning Console delivers the tools your agents need in a unified, multi-monitor desktop, giving them a complete view of the customer and a single source of truth.
Case Management Best Practices
The key to growing your business and scaling customer success is embedding best practices into your customer service software. From next best actions, to knowledge base recommendations, to best responses by channel (handle a question from the self-service portal one way, but an issue from your live chat software a different way), Service Cloud lets you embed process, workflow, and even macros to lift performance across every agent, at any level.
Deliver Support Across Multiple Channels
Your customers demand support anytime and anywhere, whether via phone, self-service portal or community, live chat, or social and mobile channels. Don’t just rely on silo-ed live chat software, mobile support software, or a self-service portal. Service Cloud is the cloud-based customer service solution that brings together all of your support channels, so your agents can deliver service to your customers seamlessly, regardless of how they contact your service department.
Knowledge Centered Support
Knowledge centered support (KCS) has revolutionized customer service. More than knowledge management or knowledge base software, KCS deployed in Service Cloud puts a wealth of information at your agents’ fingertips whether on a desktop or mobile device — via Salesforce1. Keep agents engaged and equipped with quality, in-context articles that deliver the relevant answers they need to respond to customers faster. Our knowledge base solutions let employees create, collaborate on, share, and rate articles directly in the Lightning Console.
Track Entitlements and Service Contracts
Manage and enforce your customer support processes with entitlement management. Establish and track entitlements such as first response and resolution times, so when customers need support, your agents can verify whether they are eligible for support. With the Milestones feature in the Lightning Console, agents can track service contracts such as warranties, subscriptions, or service level agreements to ensure that the agreed upon response or resolution times are met.
Omni-channel Support
Customers are increasingly connecting with businesses via digital channels such as websites, mobile apps, text/SMS, social media, or live video. However, most companies are still delivering "fractured" customer experiences when customers move between channels. With Service Cloud’s omni-channel feature you can maintain a conversation with your customer across any channel, so that no matter what you’re delivering in-context service. Omni-channel service also allows you to route the right work to the right agent every time, based on agent availability, skills, or any other criteria important to your organization.
Manage Process with Workflow and Approvals
With Service Cloud, you have a powerful set of tools to help you manage your customer service processes. Everything from call scripting, to returns, to case resolution processes can be defined and implemented directly in Service Cloud. Now you can ensure consistency and speed across every channel, from the call center to the Web. Guide best practices, reduce training times, and drive up customer satisfaction.
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