A company can thrive in the long run only when they provide an impeccable service to their customers for their products. Businesses are shifting their focus from a product-centric approach to a customer-centric approach after realizing that customer experiences can dramatically impact their growth. There are many instances seen where consumers switched the brands due to just 1 bad service experience. Hence, in today’s breakneck competitive world you cannot afford a scenario where your service representatives are faced with a situation in which they don’t even have the full picture of the service case they are trying to close.
We here at Nuage, provide end-to-end configuration and customization of Salesforce Service Cloud, the world’s #1 Customer Relationship Management tool, tailored specifically to your unique business requirements.
Below are some of the top features of Salesforce Service Cloud in which our experts can help you out:
Case Management: This enrolls the full lifecycle of a Case including Case creation through various channels, prioritization by Service Level Agreements, assignment to the Service Agent(s), escalation (if required), and Case closure at last. Our experts will help you out in automating most of these steps with little or no manual intervention.
Service Console: The Service Console gives a 360-degree view of the customer providing a rich set of information to the Service Agents. This helps them be more efficient and save time while working on a Case as they don’t have to switch tabs and screens to see the relevant details. This gives the agents an easy to navigate UI. We will help you out in configuring the end-to-end Service Console setup with standard and custom-built components.
Omnichannel Routing: This enriching feature help Support Agents deliver services in a faster and smarter way. Through this, agents can communicate with the customers through different channels: web, phone, email, social media, community sites and Live Agent chats. Cases can also be routed to the relevant Support Agents intelligently. From setting up Macros and Live Agent to CTI integration for phone calls, our experts will cater to all your needs.
Knowledge Base: To increase the efficiency of the Support Agents, a Knowledge Base can be setup so that agents can easily find the right answers whenever required and in-turn Cases will be closed quickly.
Field Service Lightning: FSL provides the field service agents a seamless way to access the customer’s information on-the-fly on their mobile devices. Service team can schedule field agent’s appointments, manage their schedules, and track their material consumption all in real-time.