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SERVICE CLOUD

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"Are you facing issues due to increased customer complaints and higher support costs ? "

If your really care about your customers , then top notch customer service is a high priority for you. This is where Salesforce Service Cloud comes to your rescue. Irrespective of whether you are in B2C or B2B domain, at any point in time we may have several customers raising tickets and queries on a regular basis. These tickets will be received by the company’s service agents and Salesforce Service Cloud helps you in tracking and solving these tickets efficiently  – thus providing an enhanced experience for your customers.

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Service Cloud Features

Salesforce Service Cloud revolutionized customer support by making interactions easier between an organization and its customers.Some of its features include :

Case Management

Any customer issues raised are usually captured and tracked as cases. Cases can be further classified into Email-to-Case and Web-to-case. Email-to-Case helps you create a case automatically when an email is sent to one of your company’s email addresses. Web-to-case helps you create a new case automatically in Salesforce whenever a support request comes directly from your company’s website. With Service Cloud, agents can handle multiple cases at once and its quite easy for the agents to respond to multiple support requests through multiple channels.

Knowledge

Knowledge is a knowledge base where users can edit, create and manage content. Knowledge articles are documents of information. Customers can go to the company’s website and search for solutions. Knowledge articles can be associated with a case . These content can be an excellent resource when agents are looking for the answers to questions that are infrequently asked by customer.

Communities

Communities are a way to collaborate with business partners and customers who are not your regular SFDC users but you want to provide them some channel to connect with your organization and provide them access to some data as well. Using Service Cloud Communities, customers can find the answers to their own questions without having to rely on a dedicated service agent. Regardless of the device a customer is using, self-service tools make it easy to troubleshoot and ask for help from other users within a supportive community.

Social Media

Service Cloud lets you leverage social media platforms such as Facebook and Twitter to engage visitors. With Salesforce Social Studio, customer requests are escalated directly to your social service team. Social media plays an important role in bridging the gap in virtual world, engaging them in real time.

Live Agent

Live agents deal with 1:1 customer interaction. Agents can provide answers faster with customer chat and keyboard shortcuts. They stay totally connected to the customers as they are connected immediately to get the issue resolved. Also, it makes the agents smarter and more productive in the process with real-time assistance. This in turn improves customer satisfaction. Nobody knows all the answers. Service Cloud introduced a way for agents to quickly solicit advice and feedback from colleagues through the Salesforce platform. Using Chatter, agents are able to escalate cases to experts who have experience managing similar situations.

"Revolutionize your customer support using top of the line service platform from Salesforce -Service Cloud"

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We are BRIGHTCENTRA – a computer systems integrator and IT supplier offering a wide range of hardware and software solutions with value-added services including configuring of systems, installation, training, and pre/post sales technical support. BRIGHTCENTRA serves Government and Education markets with diverse academic and technically demanding needs.

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US

Tel             :   (415) 770-8427

Mail         :  sales@brightcentra.com

Address  :  San Francisco, USA

Australia

Tel           :   +61 466 828 278

Mail         :   sales@brightcentra.com

Address : Sydney, Australia

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(415) 770-8427

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