Salesforce, the global leader in CRM, today introduced the next generation of Service Cloud. The technology will support changing customer service expectations and provide connected, personalised service from anywhere on one digital engagement platform.
Over the last year, service agents moved quickly to work from their kitchens and living rooms but relied on legacy technology. Disparate, on-premise solutions and spreadsheets weren’t designed to manage globally distributed workforces. At the same time, agents were having a hard time adapting to an unprecedented surge in the volume of customer requests across all digital channels and new, in-demand experiences such as appointment setting and curbside pickup.
As parts of the world are beginning to re-open – 53% of US consumers plan to fly on a plane by the end of this year, new questions around updated policies, protocols, and safety measures will be piling up. This adds a new level of challenge (and stress) for agents, who will be at the frontlines and who are already dealing with increased workloads and more demanding customers.
82% of consumers expect to continue contacting customer service at pandemic-level rates. Yet, 36% of service professionals feel fully prepared to handle a rise in service and support cases.
Clara Shih, CEO of Service Cloud, Salesforce, said:
“We are on the cusp of a great reopening of society, and companies know they need to move quickly to seize the moment.
“While customers and companies alike are eager to return to in-person experiences, digital behaviors we learned and grew accustomed to during the pandemic are here to stay.”
As stated in a Forrester report authored by Kate Leggett, VP Principal Analyst at Forrester:
“Customer service leaders must stay abreast of three megatrends in 2021 as they weather the storm: AI-fueled digital experiences underpin great customer service, modern agent desktops empower agents to best serve customers, and customer service technology enables resilience and sustainability. “
The new generation of Service Cloud will allow agents to deliver customer service from anywhere with Service Cloud 360, modernise contact centres, automate digital service and scale field service.
Estee Lauder, Smile Direct Club, and Sonos already adopted Service Cloud 360 to meet new customer expectations.
