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.