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Is your contact center tech stuck in the 90s?

May 21, 2024 | Admin, Latest News, Service Cloud

Are your customers still waiting on hold, stuck in an endless loop of automated phone menus and “Eye of the Tiger” hold music? If so, it’s time to face the music: your contact center technology could be stuck in the 90s. 

A study found that only 25 percent of B2B companies use data weekly to understand customer needs, and 86 percent admitted they could do more with their data

From limited communication channels to manual processes and inflexible systems, let’s explore the telltale signs that your contact center technology needs a modern makeover and discuss the transformative benefits of cutting-edge AI solutions with Salesforce Service Cloud. 

With its radical features like automated case management and AI-powered insights, companies can resolve customer inquiries faster than you can say, “Booyah!” Plus, with integrated telephony, you can make and receive calls without leaving the platform—talk about multitasking like a champ. 

 

Do you provide support beyond a phone call? 

Long hold times and extensive wait queues will clobber your customer experience—in some cases, beyond repair. Surveys show that two-thirds of customers said they would not wait longer than two minutes for an agent, and 13 percent said there’s no amount of time they’d be okay with waiting on hold.

Offering one pathway for customer support is so last century. Today’s customers expect choices in personalized support when they want it. Studies show that 71 percent of customers seek personalized interactions, and 76 percent get frustrated when they don’t.

 

Solution:

Service Cloud automates the routing of incoming inquiries to the most appropriate agent based on predefined criteria such as skill level, language proficiency, or issue complexity. To eliminate the risk of a salty customer becoming hella furious, automatic escalation tools ensure that critical issues are addressed promptly, improving customer satisfaction.

For personalized omnichannel support, Salesforce Service Cloud delivers seamless integration across multiple communication channels such as phone, email, chat, social media, and SMS. This allows call centers to provide consistent support across channels, meeting customers’ preferences and needs.

 

Do your customers suffer from inconsistent customer experiences?

Disparities in the quality of service or information provided across different communication channels indicate a need for integration and consistency in customer service practices. 

Do these complaints sound familiar?

  • Multiple call transfers to different agents
  • Customers repeating personal information or the situation
  • Delays in resolution

Relying on manual processes, paper-based documentation, or outdated CRM systems can slow response times and hinder agents’ productivity. 

 

Solution:

Upgrading to digital tools, cloud-based platforms, and automation solutions can streamline workflows and enhance efficiency.

  • Unified View of Customer Data: Service Cloud centralizes customer information from various sources, including past interactions, purchase history, and preferences. This 360-degree view equips agents with comprehensive insights to personalize interactions and resolve issues more effectively.
  • Automated Call Routing: Service Cloud automates the routing of incoming inquiries to the most appropriate agent based on predefined criteria such as skill level, language proficiency, or issue complexity. Automatic escalation ensures that critical issues are addressed promptly, improving customer satisfaction.
  • Builds a Knowledge Base: With Einstein, users scan live customer conversations spanning realms like phone, WhatsApp, and Facebook. Then, it conjures up the best knowledge articles to guide agents to swift resolutions and elevate the customer experience. Einstein isn’t content with mere existing knowledge; it also harnesses the power of customer conversations and cases to craft new articles autonomously. 

Is that all it can do? 

As if. 

  • Real-Time Collaboration: Service Cloud facilitates real-time collaboration among agents, supervisors, and subject matter experts through features like Chatter (a collaboration tool) and live chat. Agents can seek assistance, share knowledge, and collaborate on complex cases, leading to quicker resolutions and improved customer outcomes.
  • AI-Powered Insights: Service Cloud leverages artificial intelligence (AI) to provide actionable insights and recommendations based on historical data and customer interactions. AI-driven analytics help identify trends, predict customer needs, and suggest optimal solutions, enabling agents to deliver more personalized and proactive support.

 

Are you chronically understaffed? 

Outdated contact centers may need help attracting and retaining talented agents due to obsolete technology, lack of training opportunities, or rigid work environments. These conditions contribute to employee turnover in call centers peaking as high as 45 percent. 

 

Solution:

By streamlining workflows, automating routine tasks, and providing real-time insights, Service Cloud alleviates the burden on agents’ shoulders and allows them to focus on what truly matters: delivering exceptional customer service. 

A unified platform that integrates telephony, case management, and knowledge resources helps agents navigate their duties with ease, empowerment, and personal mastery. 

Moreover, Service Cloud’s emphasis on collaboration and support nurtures a culture of camaraderie among agents, fostering a sense of belonging and solidarity. 

With its righteous features and killer tools that streamline workflows, provide bomb-diggity insights, and facilitate collaboration and support, Salesforce Service Cloud solves customer issues with exceptional customer experiences while creating a rad work environment where agents can thrive.

To learn more about ways Simplus can help innovate your call center, let’s get in touch. 

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