We’ve already discussed the changing customer expectation paradigm and the common mistakes in field service our previous blogs. There seems to be a disconnect between the customer service and the rising importance & use of social channels. Companies, that can connect these two, stand a far better chance to benefit from lasting customer satisfaction and loyalty.
We know that Salesforce empowers agents on the path to customer success with smarter, faster service tools, Salesforce Service Cloud. Companies and related service teams benefit by:
• Closing cases faster with the help of AI and automation.
• Providing faster, more intelligent self-service.
• Personalizing customer care and predicting needs.
• Driving service productivity from the call center to the field.
But today, customers have easy access and personal preferences when it comes to channels they use to communicate with businesses. The rise of social media has created a unique opportunity for companies to connect to their customers like never before, on a whole new level.
According to a recent study customers on an average spend 20% to 40% more with your company when you respond to their requests over social media. Salesforce Social Customer Service provides social media monitoring to handle requests across Facebook, Twitter, YouTube, LinkedIn, blogs and online communities in real time. As a complete integrated solution for managing interactions and support cases with your customers and prospects, social customer service with Salesforce Service Cloud proves to be beneficial in:
• Deflecting support cases
• Decreasing support costs
• Increasing customer retention
• Improving customer satisfaction
• Actively engaging influencers
• Crafting the customer experience
• Identifying opportunities
• Building brand loyalty
Salesforce suite provides a cross-channel customer service experience that can solve customers’ problems, and create, manage, and resolve cases. It also provides workspaces for team collaboration, tools for planning and publishing social media content, interacting with customers and examining results through analytics. Some of the top benefits of creating a connected customer service experience are:
1- Customer Support Across Channels:
Listen and respond to customers across a variety of social platforms, including Twitter, Facebook, and other social networks. By combining the power of Service Cloud with Salesforce Social Studio, social customer care requests are escalated directly to your social service team.
Salesforce helps your customers showcase your knowledge base and offers case management, so that they can search and find answers to their questions anytime, on any device on their own.
3- Enhancing Agent Productivity:
Increase your agents to anticipate your customer needs with tools like Live Agent for Web Chat, SMS support, chat messages from social channels. With the help of Salesforce Service Cloud and Chatter, agents can escalate cases to experts who have experience managing similar situations.
4- Seamless Integration:
Meet your business needs and customer expectations by integrating with your CRM, back-office applications, existing infrastructure, CTI and legacy systems. Because social customer service is an integrated, seamless part of the Salesforce Customer Success Platform, your social care team gains a comprehensive picture of the customer before responding. This true 360-degree view of the customer empowers agents with social media engagement, in real time, on the channels where customers are talking.
5- Smarter Case Management:
Route social cases to the right agent at the right time. Using keywords, classifiers, and language detection ensure that agents receive actionable posts to work the right issues in the right way. And in this multichannel world, agents switch the conversation to the best channel for the customer, whether it’s email, phone, chat, social networks or a community.
Talk to Our Experts
Please get in touch to find out more details on how we can help transform your business by combining the power of Salesforce platform with Social media. We would be happy to offer a free consultation and also share more details and features of the Salesforce platform that can help grow your business by offering you customer service team a 360 degree view of every single customer which helps make quicker and smarter service based on the data.