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How to Succeed With Salesforce Service Cloud

15 November 2021 by Sara Wahba

How to succeed using the Salesforce Service Cloud effectively is a legit question to ask for your business interest. Salesforce is a cloud-based CRM and application service provider. It helps you improve sales, marketing, customer service, and more. Furthermore, Salesforce Service Cloud is one of their many products. The Salesforce Service Cloud allows businesses to achieve huge customer success. It provides them with the needed tools to manage interactions across all channels. In this post, Kapsys discusses 9 ways for you to start achieving success with your Salesforce Service Cloud. See Salesforce Service Cloud vs. Sales Cloud

1. Integrate Salesforce with Your Customer Cloud Platform

With Salesforce integration, you will provide support agents on one side with all the information they need. They will also have access to an integrated knowledge base to help them resolve more issues without escalating every case. This will also help them ensure that customers receive a better and more satisfying customer experience.

Integrating your Salesforce Service Cloud with another platform will allow you to:

  • Ensure agents have access to the needed data when creating cases in the system. For example, knowledge-based articles and issues screenshots. This way, they can resolve more tickets without escalating them to other departments.
  • Decrease the time customers receive a response from your support team and integrate to resolve tickets faster.
  • Ensure customer satisfaction as agents can resolve more issues and provide a better service.
  • Improve customer retention rates, as customers can resolve issues independently and move forward in the sales funnel.

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2. Take Advantage of Customer Data and Personalize Interactions

Every single customer is different, with unique needs and wants. Using the Salesforce Service Cloud automation, you can personalize real-time interactions by offering relevant products to their preferences. This leads to higher chances of conversion rates and also helps ensure a better overall experience for customers. For example, if a customer asks for an invoice or wants to make a payment over the phone, you can automatically send them this information. This will save your agents time and allow them to focus on resolving more critical issues instead of getting distracted by requests that are not relevant. It also allows customers to quickly resolve their problems without waiting for a support agent. Salesforce is an ideal platform for those who want to take advantage of their customer data and personalize interactions with customers in real-time, as it offers the tools needed. Customers who receive better service are more likely to continue buying from your company, which will help you improve customer retention rates.

3. Use Social Media to Reach Your Customers

Social media has become a key component of customer service. Businesses need to ensure that they are leveraging this channel to reach their customers and resolve more issues on the go, which is why Salesforce now offers social media support within its Service Cloud. This integration allows you to automatically create cases when mentioned by your clients through Twitter or Facebook. This way, your agents can quickly resolve their issues without waiting for a customer to reach out, which will also improve the overall satisfaction rate of customers as they receive faster responses. One of the most common mistakes companies make when implementing social media is not having an effective monitoring strategy in place. This means that they cannot respond quickly when their customers reach out, which lowers the overall satisfaction rate of clients even further.

4. Identify and Re-engage Your Inactive Subscribers

When customers stop engaging with your business, it is crucial to find out why. One of the biggest reasons customers decide not to continue being an active part of a company's client base is that they are unhappy with what you have been providing them. It could be due mainly to a lack of communication and engagement on your end. By using Salesforce and its Service Cloud, you will be able to identify your inactive subscribers to re-engage them. Every customer who stops engaging is an opportunity for prospective clients who may decide to become active participants in the future, leading to more business opportunities. This significantly impacts revenue because it allows businesses to understand their client's needs better and address them proactively. If you want to identify your inactive subscribers so that you can re-engage with them, implementing Salesforce's Service Cloud is the best way forward. This will allow you to stay on top of who has stopped engaging without contacting every customer one by one, saving you time and enabling you to use your resources more efficiently.

5. Track Customer Interaction History

Customers appreciate it when companies take the time to track their interactions and provide them with a detailed history of past events, as this helps reduce response times. Salesforce Service Cloud success will help you create service tickets that can help your employees keep track of customer interaction histories so that they always have the most relevant information. This will help your business improve its overall customer service experience and satisfaction, increasing revenue. The best part is that you can easily create these tickets with a few simple clicks to simplify the process for employees without coding or programming knowledge. Enrich your knowledge by reading Is Salesforce Sales Cloud Crucial to Your Business? Keeping track of customer interaction history might seem overwhelming, but implementing it is relatively simple. This will save you time and allow your employees to save even more of their resources as they do not have to dig through a pile of documents every time someone contacts them with an issue.

6. Build a Knowledge Base for Your Customers

It can be highly frustrating when customers repeatedly reach out to your business with the same question, which is why it is vital to create a knowledge base. You can build this quickly using the Salesforce Service Cloud platform without relying on an outside source or third-party platform that could take up a lot of your time and resources. This will save you money because the knowledge base does not have to be built from scratch, so there is no need to train or hire new employees to get this task done right. Furthermore, you can implement Salesforce Service Cloud with other platforms to make it accessible for your employees.

7. Get More Out of Chat with Routine Chats

Chatting has become an essential part of customer service. Moreover, by configuring Salesforce Service Cloud, you can get even more out of it. For example, suppose your business uses chat frequently. In that case, routine chats will be a great way to save time and resources. Furthermore, the employees will not have to repeat the same information repeatedly. Check out the 5 Steps For Effective Salesforce Service Cloud Strategy This allows your employees to focus on other tasks while improving customer service because they can be available for urgent inquiries in real-time. Also, your customers appreciate it when you respond faster. This means routine chats are a win-win situation for both the company and its customers.

8. Use Salesforce Service Cloud Integrations to Get All Your Customer Data in One Place

Integrations are a great way to improve customer service, so you should consider using the Salesforce Service Cloud platform. For example, it allows your employees to access relevant information from different platforms to provide customers with answers ASAP. Your employees won't have to waste time digging through the different platforms looking for information. Also, integrations are a great way to reduce response times and improve overall customer satisfaction rates. Read What is Salesforce Sales Cloud and its Benefits? 

9. Track Customer Feedback On Salesforce Service Cloud

Customer feedback can be constructive in improving your business, which is why you should consider tracking customer feedback. This will allow your employees to understand better what their customers think and feel and adjust accordingly. Also, Service Cloud makes it easier for them to figure out the areas needing improvement. In addition, saves your business time and money in the long run.

Salesforce Service Cloud: Conclusion

There are many different ways Kapsys can implement the Salesforce Service Cloud platform in your business to provide better customers. Use these tips to improve customer satisfaction rates and efficiently build strong relationships with customers.