10 benefits of Salesforce in the customer service area

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We've talked a lot about how Salesforce optimizes sales and marketing teams on this blog. However, in modern trends, customer service plays a decisive role. Many have even come to think that customer service is the new marketing. The truth is that current business trends focus on people and not on products. Therefore, customer service in your company must be optimal to succeed in the market.

Of course, Salesforce CRM, the perennial pioneer of enterprise technology, can also help you improve your service team. Let’s take a look at how you can do just that.

What is Salesforce Service Cloud?
First things first. When we talk about customer service in Salesforce, we necessarily talk about Service Cloud.

Service Cloud is an integrated customer service platform that delivers a high-level experience for both buyers and service agents. It allows you to view a detailed overview of all customer interactions across all channels. This makes it easier to view consumer activity, reduce response times, and improve productivity. All of this has a positive impact on improving customer satisfaction.

In other words, Service Cloud helps your team czech republic whatsapp lead deliver the best service, increasing customer loyalty to your company. Just look at these statistics. According to Salesforce’s “State of Service” report, high-performing service teams using CRM have:

Impact of using a CRM on customer service
So, in practice, how can Salesforce improve your service team?

Salesforce benefits in the customer service area
It is worth noting that Salesforce's benefits for the service area do not only come from the specific functionalities of Service Cloud. In addition, it integrates Sales Cloud and Marketing Cloud functionalities, offering a super complete experience.

Essentially, the main benefit is to optimize the customer experience in order to increase customer loyalty. To be more specific, these are some of its main advantages:

1- Improve service efficiency by automating your workflows. Make workflows increasingly smarter and simpler through a platform that is fully customizable to your business. It also allows you to build your service platform from scratch or start with pre-built templates available on AppExchange.

2- Provide an ideal workspace with the Service Console. This console integrates an omnichannel space, productivity tools, automation and artificial intelligence along with a detailed view of each customer and the history of their interactions. It increases agent productivity by allowing them to handle cases seamlessly from a single screen and with an easy-to-use console.


Source:Salesforce.com.
3- Reduce customer response time and reduce service costs through effective case management, supported by the integration of customer data with automation. According to the Salesforce 2022 Customer Success Survey, companies that integrated CRM with their service team managed to reduce support costs by 27%.

4- With omnichannel routing, cases are directed to the correct agent or team, based on their skills, experience and availability.

5- Provides updates and alerts on each customer's activity. This indicates the exact moment to act and increase the level of satisfaction.

6- Integrate customer applications and data quickly, using clicks, not code. This allows agents to access the necessary data instantly.

7. Enable service agents to better support themselves through corporate knowledge management. Automatically suggest the best articles for each conversation, make it easy to preview and share them on any channel. This ensures that your company applies the best practices of the industry or sector. Additionally, through the history of customer interactions, the agent will always have the context of each relationship, regardless of the channel.


Why choose Salesforce for your business?
When we talk about the world’s #1 CRM, only one name comes to mind: Salesforce. You can find a wide variety of CRM software that offers basic functionalities for efficient customer relationship management, but what is it about Salesforce that makes it so different from the rest?

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8- It allows you to take advantage of the universe of possibilities offered by Einstein Service Cloud, putting AI at the service area's service level. It also optimizes team efficiency through powerful analytics and pre-built dashboards ready to monitor agent performance and key performance indicators.

9- It enables proper workforce planning. It allows for accurate predictions of case volume, balancing staff and schedules. It also offers the opportunity to train and coach agents in the workplace, in real time and under their own demands.

10- Finally, it allows the creation of help and customer service centers without having to contact the service team. Through a knowledge base, frequently asked questions and other articles, users can find the answers themselves, in a self-service style.