29 Jan Avoid the pitfalls of customer service with Salesforce Service Cloud
by Jacob Draper
Everyone has a bad customer service experience. Here’s mine: I wanted to buy a product, but I also wanted to make sure it was in stock before I drove 40 minutes to the nearest location. I called the location three times and couldn’t get through, so I sent a tweet to the corporate account asking for help. They replied to say they were sorry, but they didn’t offer any assistance. So, guess what? I didn’t make that purchase. And you can bet that I also bring up that experience anytime someone mentions that company.
You don’t want a poor customer experience like that to be brought up repeatedly when someone is considering making a purchase or using your service (especially with how easy it is to go to your competitor), which is why leading organizations use Salesforce Service Cloud. Read on to see how implementing a full customer view, true omnichannel strategy, and AI-powered data analysis will drive success.
Full customer view
89% of customers are frustrated by having to repeat the same issue to multiple customer service representatives. Not making a customer repeat their issue seems like a simple request, but it happens far too often. Salesforce Service Cloud enables customer service teams to view every customer interaction in a chronological timeline, regardless of channel. Emails, knowledge articles, voicemail, social interaction, etc. are all visible for the customer service agent to truly understand the customer’s issue (and the steps they’ve taken to try and solve it). That view can pinpoint repeat issues and problems in your knowledge base or support workflow for fewer problems and better solutions moving forward.
Your customer wants to reach you through the channels that they’re most comfortable with, whether that’s through a form on your website, an email, a phone call, or a text message. Service Cloud will connect all of those channels for a true omnichannel strategy. Companies with the strongest omnichannel customer engagement strategies retain an average of 89% of their customers, compared with 33% for companies with weak omnichannel strategies. Customer retention means more recurring revenue and less customer acquisition cost. At Simplus, we saw an example of a 20% increase in total customer lifetime value for one client we worked with after they implemented Salesforce Service Cloud.
Collecting and analyzing thousands of customer service interactions by hand would never be feasible. That’s why Service Cloud uses Einstein AI for “automatically discovering relevant insights, predicting future behavior, proactively recommending best next actions and even automating tasks.” This power is utilized to give a company a complete view of performance and intelligent dashboards that highlight learnings and give recommendations. These insights are given on the macro level for management as well as the micro level for agents during individual cases.
Related: How well do you know your customer?
No company should want their customer to have a bad experience while trying to make a purchase or while using their product. Unfortunately, they happen, so every company needs to make sure that they can make it right for the affected customer without a fuss. Salesforce Service Cloud can make that happen. If the company that had inconvenienced me had Service Cloud, I wouldn’t have had that awful experience that now gets repeated again and again to other prospects. I would’ve been responded to with understanding, because the company would’ve known exactly what I was trying to do, and it would’ve offered a workable solution (which they could’ve tracked until completion). Simplus can help your company develop that solution and implement a true omnichannel support solution.
Check out how we helped Fiskars implement a stellar Service Cloud, and then reach out for your own solution today.