How Salesforce Service Cloud features drive customer success

16 November 2022

Scale your customer service with Salesforce Service Cloud

Since we live in an omnichannel world, it is essential to deliver consistent shopping experiences during each customer contact across all touchpoints- including online chat, email, social media, mobile phone apps, and even the customer service center. But today, customer care representatives are overwhelmed with data due to this omnichannel client experience. And while having access to this data is essential for delivering excellent experiences, it is very time-consuming and difficult for support teams to sift through millions of lines of legacy data stored in spreadsheets, databases, or, worse, siloed systems that do not communicate with one another. And that’s where Salesforce Service Cloud can help.

With Salesforce Service Cloud features, brands can offer engaging customer service solutions, which allows your company to scale its operations with utmost ease and help deliver consistent omnichannel experiences across all your touchpoints. By Salesforce Service Cloud implementation, you seek to improve your customer service with live agent and in-app support, knowledge centers, social media, and self-service communities.

What is Salesforce Service Cloud?

Salesforce Service Cloud world’s most popular and connected customer service software solutions. Salesforce Service Cloud services are built on the Salesforce Customer Success Platform, providing a 360-degree view of your customers and allowing you to deliver smarter, faster, and more personalized experiences. Leveraging Salesforce Service Cloud benefits, you can manage case interactions, enable live agent chat, and build a connected knowledge base from one platform. Based on their prior activity data, you can have personalized customer interactions or even up-sell your products and services.

Why should you invest in Salesforce Service Cloud?

For business users, it is common to contemplate the ROI of their investments into solutions before indulging in them. It is also the case with Salesforce Service Cloud services. So why should I invest in Salesforce Service Cloud?

Salesforce Service Apps for customer service, self-service, contact center, field center, and employee center help businesses offer a complete and connected experience. The immense Salesforce Service Cloud features help you offer personalized and proactive solutions to customers, turn your agents into your most trusted advisors, and ensure sure-shot customer success. When you offer positive service experiences ro your customers, it makes them more likely to purchase again. With Salesforce Service Cloud, you can:

Empower your agents to offer customer service across any channel and device, email, phone, SMS, self-service sites, social media, live chat, and so on.
Automate processes and streamline workflows to route cases automatically to agents. Through the Service Console, agents can view complete information about the customers, their history, behavior, preferences, recent purchases, and so on on a single dashboard, boosting case resolution numbers and customer satisfaction.
Turn your agents into most trusted advisors for your customers. As the Salesforce Service Cloud platform connects sales, marketing, and customer service departments under one roof, it allows reps to view all required information about users and then offer personalized solutions, incentives, and special offers depending on their buying patterns.
Allow customers to self-service their queries, making it easy to find answers to their questions with Salesforce Service Cloud self-service site and portal solutions. Build branded self-service sites via the Experience Builder templates and offer resolutions leveraging the AI capabilities of Salesforce Einstein.
Connect your on and off-site workforce to view user journeys via Salesforce Field Service mobile app to deliver connected solutions from phone to field.
Set up macros in the Salesforce Service Console to group together a few repetitive and manual steps, automate them to be triggered via a single click.

And that’s not it! Salesforce Service Cloud benefits and features extend way beyond the above-described. However, you now have an idea about the Salesforce Service Cloud console, its implementation, and best practices.

Typical pain points of customers and service teams how Salesforce Service Cloud solves them

	Pain Points of customers and reps	How Salesforce Service Cloud drives value
Customer expectations and satisfaction	Meeting customer expectations in today’s cut-throat competition among thousands of eCommerce businesses is a very challenging task because of the information, data, and choices customers have.	Salesforce Service Cloud allows you to tap into customer insights via built-in analysis tools to improve customer experiences and satisfaction scores.
Inefficiency of the ticketing system	It is difficult to manage case numbers or track inquiries on a spreadsheet. Too many incoming requests in the inbox makes the entire task disorganized and difficult to track.	Salesforce Service Cloud features of help desk automatically assigns incoming cases to the right agent at the right team and also empowers customer success managers to track the progress of their support team. You can automate processes and streamline notifications to automatically route cases to the reps without overflowing their inboxes.
Siloed customer service	Customer service agents often do not have a complete view of a user, having to rely on multiple tools to gain a unified case history information, which is why they fail to offer desired resolution, leading to longer wait times and lower customer satisfaction scores.	The Salesforce Service Cloud case management tool allows reps to track user information on a single dashboard and communicate via their preferred channel. For customers posting comments on a company’s social page, agents can route these posts to the support team and even automate customer feedback.
Lack of context about the ticket raised	Without a holistic view of a case, reps have to rely on old notes and voice transcripts, which requires a lot of time and effort.	The Salesforce Service Cloud feature of interactive voice response (IVR) automatically routes inbound calls to the queue and under its Search Console, provides a unified view of customer data- account info, case history, contract information to accelerate case resolution and elevate customer satisfaction.
Aging customer database	Service teams often struggle to compile user information from different channels, resulting in fragmented interactions, extended case resolutions, and lower satisfaction scores.	Salesforce Service Cloud features allow you to search across emails, social media posts, chat transcripts, old notes, voice transcripts, contracts, etc., to compile user information fast and offer quick resolutions.
Evolving user behavior and market trends	Mostly, service teams measure customer success via CSAT and CES. However, with changing technologies, evolving trends, and dynamic user behavior, it becomes challenging for reps to improve customer experiences and boost retention rates.	The Salesforce Service Cloud Customer Success Management (CSM) tool measures and analyzes user preferences and sentiments across multiple channels to predict customer expectations set in the present and future. With this info, reps can improve CSAT scores and mitigate risks of lower customer churn rates.
The growing trend around self-service	Most user queries don’t require customer service team’s time, which could have been spent in handling complex issues.	Salesforce Service Cloud features of self-service portals allows users to find answers to their questions instead of dialing customer support. Retailers can build branded sites for self-service with all possible queries and even invoke the power of AI via Salesforce Einstein to improve the overall customer experience.
Talent Shortage	Customer service teams often have to result in mundane and repetitive tasks, which is why most professionals don’t wish to pursue it as a career path.	Several Salesforce Service Cloud features of case management, automated routing, computer telephony integration, and service cloud console makes it easy for reps to contribute to customer success efficiency in a meaningful manner. This also reduces the cost of customer service and boosts employee retention.

7 competitive Salesforce Service Cloud features that improve customer service levels

The following are some of the Salesforce Service Cloud features that make it one of the most comprehensive customer service platforms with the most lucrative benefits. These include:

#1: Salesforce Lightning Service console

The Salesforce Service Cloud console unifies all customer data across channels and devices, including customer profiles and case histories, as well as dashboards that speed up history tracking and perform numerous additional tasks without having to switch tabs or screens.

#2: Salesforce Service Cloud case management

With easy access to a case’s entire context and the ability to study every customer interaction and data on a single dashboard, Salesforce Service Cloud enables reps to resolve every case quickly and easily. By automating case routing, service teams can focus on speedy resolutions without having to register cases manually.

#3: Automated case routing

As mentioned before, this Salesforce Service Cloud feature allows delegating service work automatically with absolute intelligence. It enables you to manage the workload among the agents, assigning tasks to the personnel with the required skills and qualifications. It can do this well across various service channels, including phones, websites, emails, and social media.

#4: Computer telephony integration systems in Service Cloud

This Salesforce Service Cloud feature improves customer satisfaction scores and agent productivity. With the CTI systems, your agents can view entire customer information before picking up the phone, call customers via a single click, automatically log all their calls into systems, and move calls to other agents or departments without leaving the Salesforce Service Cloud console.

#5: Social Customer Service in Service Cloud

The customer service teams are empowered with necessary tools by the Social Customer Service to handle user queries on Facebook, Twitter, Instagram, and other social media platforms and send them across to required agents. You can integrate Social Customer Service to your CRM to gain a 360-degree picture of conversations about brands on social channels.

#6: Custom Reports and Dashboards

By leveraging real-time reports in the Salesforce Service Cloud, business owners can view the entire case history of a customer and make more informed decisions faster. With an excellent dashboard that gives the agents a 360-degree view, they can easily track cases and customer information right at their fingertips to offer resolutions quickly and easily.

#7: Asset and Order Management

This Salesforce Service Cloud feature, allows customer success managers to maintain all information about a user’s assets, support histories, orders, and other relevant information at one place, giving their agents a comprehensive overview of all the actions taken and focus on improving CSAT scores going forward.

Case study: Empowering the customer success team of Rutland Cycling with Salesforce Service Cloud

Leveraging the competitive capabilities of Salesforce Service Cloud, the leading bike brand in the UK – Rutland Cycling, improved its customer service standards by providing their customer success team with a holistic view of user information who otherwise had to access disparate systems and toggle between different tools to gain this customer information. And with integration of Salesforce Service Cloud to their Salesforce architecture, Rutland Cycling now delivers superior omnichannel customer experiences across every channel and device.

Read more Salesforce use cases of Rutland Cycling.
Access case study here

Implement Salesforce Service Cloud features with a trusted partner

Several Salesforce Service Cloud features serve to enhance both the efficiency of customer service representatives and the overall customer experience offered by the brand. Based on your unique business needs, Ranosys can help customize Salesforce Service Cloud features, configure tools, and seamlessly migrate your data.