Home | Insight | Unveiling the Benefits of Salesforce Service Cloud

Unveiling the Benefits of Salesforce Service Cloud

By Logic20/20 Consulting on January 27, 2019
Advanced Analytics | Cloud | Salesforce

All the tools you need to deliver service customers – and agents – will love

 

Using the latest intelligent technologies, Salesforce Service Cloud enables your customer care team to deliver personalized, scalable digital service from anywhere.

 

Created with the needs of both customers and agents in mind, Salesforce Service Cloud offers a suite of intelligent tools, all built on the Salesforce platform, to enable rapid, accurate response to customers’ needs across channels.

More than 150,000 companies around the globe rely on Salesforce—the world's #1 CRM platform—for the sales, marketing, commerce, and customer service solutions they need to power their business. Salesforce provides unified capabilities across all areas of your organization, from sales to finance to service and everything in between. As a Platform as a Service (PaaS), it delivers a powerful solution that's endlessly configurable, flexible, and extendible.

4 powerful tools to elevate your customer care 

Case management

  • Gives agent a holistic view of every customer from any location (office or remote).
  • Connects agents to all the activity, processes, and information they need.
  • Automatically routes cases to the best agent for the job based on skill sets and availability.
  • Shows every customer interaction in a “news feed” timeline, incorporating all channels.

Knowledge management

  • Built-in AI recommends the right article or next best action to help agent or to share with customer via self-service portals.
  • Analytics help identify which knowledge articles are working well and suggest new articles that need to be created.

Omnichannel communication

  • Enables every agent to have personalized 1-to-1 conversations with customers on the channels they prefer.
  • Incorporates messaging apps (SMS, Facebook Messenger, WhatsApp) and social media channels (Twitter, Facebook, Instagram, YouTube).
  • Offers a 360-degree view of every customer, on every channel, with no more screen switching.

AI insights with Einstein

  • Helps customers solve routine issues via SMS, chat, and messaging apps like Facebook Messenger.
  • Delivers AI-powered predictions, recommendations, and chatbots on digital channels.
  • Surfaces the right offer at the right time in any self-service experience for every customer.
  • Engages customers to collect and qualify customer information for seamless handoff to agents.

Partner with Logic20/20



Deep Salesforce Experience

With 20+ years of Salesforce experience, we help organizations leverage the platform to create exceptional digital experiences.

 

 



Strategic Service Management

We design and implement strategies that work for all parties involved: customers, customer service teams, and business operations.

 

 



Omnichannel Capabilities

We elevate customer experience and improve retention through messaging, virtual agents, social media, and traditional channels.

 

 



Digital Transformation Expertise

Our teams are driven by deep expertise in DevOps, systems integration, and data migration.

 

 



Advanced Analytics Expertise

Through our partnership with Tableau, we help businesses deliver real-time insights to the right people at the right time.

 

 



Cross-Functional Teams

Continuous collaboration between teams across domains provides a fresh perspective on challenges.

 

 

Author