Customer Service Best: Automating Customer Service With Salesforce For Greater Satisfaction And Retention
Customer service is one of the most critical functions in a company. After all, if a company has great customer service, 78% of consumers are more likely to come back! However, it is time-consuming and often takes more resources than a company has available.
So, how do you achieve excellent customer service without expending more resources than you can spare?
Automation is the solution to every woe about customer service. With the right automation, your customer service will be prompt, to the point, and more effective than usual. Salesforce can help provide the best automation services to take your customer service to the next level!
Why Is It Important?
Customers are an essential part of any business. Catering to customers’ needs is perhaps the most crucial part of any company’s plans. From marketing to PR, every part of a company is looking to keep a customer happy.
But why is customer service so important? Well, it’s necessary for two main reasons.
Brand Image
A customer can make or break the entire image a brand is trying to cultivate. Their opinions, comments, and remarks do a lot to make the repatriation and image of a brand. Without the good favor, a brand will gain a bad reputation, and it will affect sales.
According to statistics, 90% of Americans use customer service as a way to judge whether they want to do business with a company!
Not to mention, with social media being such an essential part of everyone’s lives, having a solid presence is important. However, suppose a customer takes to social media to bash a brand. In that case, it loses out on several potential customers for years to come.
Costs
Retaining a customer is way cheaper than trying to gain a new one. An old, loyal customer is much more likely to push sales, bring in new customers and promote the company. However, a new customer will take more money, time, and effort to translate to sales.
Let’s not even mention the time it’ll take to make them loyal customers. So, companies are willing to go above and beyond to retain loyal customers.
How to Improve Customer Service?
If it’s so important, how does customer service work, and how can it be improved? The answers to those questions are straightforward. It doesn’t take much to satisfy any customer:
● Listen to your customers: Knowing what your customers want is the best way to meet their needs.
● Be active: Reaching out first and promptly offering your services is crucial.
● Be Honest: Be honest about what your product or service can achieve. Don’t let your customer build up expectations you can’t meet.
● Personalize: Customers love it when you personalize interactions. Take the time to understand your customers on a deeper level!
What Can Salesforce Offer?
While customer service is incredibly important, nobody wants to put in the kind of effort it requires on a daily basis. Luckily, Salesforce offers a way to automate the process! The automation allows you to cater to customers better without an incredible amount of unneeded effort.
Here is what Salesforce can offer you via its Service Cloud 360 and Service Cloud Einstein:
Lightning Service Console
An agent can only be as good as the information they have. Suppose your agents have to go diving for customer information in a pile of records each time they get a query. In that case, it hinders their productivity and the quality of customer service offered.
With the lightning service console, your agents can pull up all client information with no delays!
Case Management
Similarly, a case can get resolved a lot faster if agents can access it completely. With the case management feature offered by Salesforce, agents can get the full context of every case. Every record and customer interaction will be available to them on an easy-to-use dashboard.
Workflow and Approvals
Improving customer service time is the biggest goal for any company. By automating the process with Salesforce, customer service is an easier, faster, and more streamlined process!
Omni-Channel Routing
Not all agents are made equal. Some are just better at handling certain cases, and matching them to such cases improves your customer service. With omni-channel routing, you can automatically assign customer service cases to those best equipped to handle them!
Telephony Integration
Maintaining a record of phone calls can be painstaking and biased. So, Salesforce integrates your systems with the best CTI systems, so you don’t have to do any extra work! It’ll log notes and help you manage all phone calls without needing to touch the phone!
Social Customer Service
Social media plays an incredibly important role in customer service today. The social customer service feature allows you to monitor all the company social media sites and respond to customers faster!
Automation with Macros
If you find that certain steps in your customer service process are mindless and repetitive, don’t hesitate to automate them! Automating the process frees up your agents and improves customer service!
Account and Contact Management
If your agents have all the information about a customer’s account and contact, then they’re equipped to provide the very best customer service.
Custom Reports and Dashboards
No agent can make the right decisions without all the information. With custom reports updated live, every agent has a 360-degree view of the customer and all their information; your agent is fully equipped.
Asset and Order Management
Don’t let your customer down; with Salesforce, you can accurately track and support your customer’s order. So, you can deal with any problems before they bring them to your notice! You can’t get service better than that.
How Can Salesforce Help?
If you’re wondering how all these services and features actually help improve your customer service, there are two primary reasons.
Better Service
When you have chatbots and other features that will help your customer serve themselves and find the answers to your problems quickly. You’re providing service faster and when your customer wants it. They won’t have to make phone calls or wait for their problem to be resolved; they can do it themselves!
You can make your customer independent by providing them all the information they need to solve their queries.
Reduce Time Taken
The biggest issue with customer service happens to be the time taken to resolve any issue. With chatbots, custom reports, and streamlined dashboards, you’re eliminating any hold time and reducing the handling time.
Endnotes
With the right support, you can make sure your customers get the best service. Salesforce provides the ideal services and support that you need to take your customer service skills to the next level.
Customer service isn’t always the easiest, but it doesn’t have to be any harder! With new-age automation and other technological advancements, you can get a program, or Einstein bot, to handle customer service for you!
Isn’t that the dream?
