Elevate Customer Support with Salesforce Service Cloud:

• Omni-Channel Routing: Automatically route customer inquiries to the right agents based on skill sets, availability, and priority, across all channels—phone, chat, email, social media, and more. This ensures that every case is handled promptly and by the best-suited team member.
• CTI (Computer Telephony Integration): Seamlessly integrate your telephony systems with Salesforce, allowing your support agents to manage customer calls directly within Service Cloud. Features like screen pops with caller info and automatic logging of call data streamline the support process.
• Case Management & Automation: Simplify case tracking and resolution with automated workflows, case assignment rules, and service-level agreements (SLAs). This ensures your team handles every customer issue efficiently, improving response and resolution times.
• Knowledge Base & Self-Service: Implement a robust, searchable knowledge base to empower your customers with self-service solutions while reducing inbound case volume. Agents can also use the knowledge base to access relevant information quickly during interactions.
• Field Service Management: Extend customer support to your mobile workforce with real-time access to customer data, appointment scheduling, and mobile service tools, ensuring on-site service is as efficient as your in-office team.
• Service Analytics & Reporting: Gain real-time insights into your customer service performance with custom dashboards and reports. Track key metrics like case volume, response time, agent performance, customer satisfaction (CSAT), and Net Promoter Score (NPS).
• Live Chat & Messaging: Implement live chat, messaging, and chatbots to provide immediate support for website visitors and customers. Automate routine responses and route complex cases to human agents for resolution.
• Customer Portal & Community: Build a branded customer portal where customers can log in to manage their accounts, submit cases, track resolutions, and access knowledge articles. Create a community forum to enable peer-to-peer support.
• Service Contracts & Entitlements: Manage customer service contracts and warranties, ensuring that agents provide the appropriate level of service for every customer based on their entitlements.
• AI-Powered Einstein Bots: Leverage AI to provide instant, automated responses to common customer inquiries, freeing up your agents for more complex issues while ensuring customers receive timely help 24/7.