All channels linked
Whether customers ask questions via email, phone, chat, or social media, Salesforce Service Cloud brings all service questions together in one convenient portal. From there, you can easily assign requests to employees and monitor the status of the resolution. That way, even colleagues who answer the phone can always tell your customers what the status of their service request is. And because all service requests are received in one place, you can better analyse where common customer pain points are.
Salesforce ServiceCloud makes it easy to set up automated responses for service calls. So customers always receive initial feedback quickly. You can also set up prioritized workflows for customers with SLAs, making it easier to meet agreed-upon service timeframes.
Customer portal with knowledge base
Do you want to help customers faster and better? Then set up a customer portal with a knowledge base. In this, customers can find the answers to frequently asked questions themselves or view technical documentation, for example. This is how you turn service into self-service. The knowledge base is also valuable for your service staff. With the information from the knowledge base, they need not burden your organisation’s specialists as much with the handling of service requests.