Today, customer service is more complex than ever before. Your client can connect with you on virtually any digital channel that they choose, from Twitter and Instagram, to online chatbots. However, even with a host of intelligent solutions and self-service offerings available, 93% of customer still rely on human-focused customer service.
To provide customers with the kind of support that they need in this modern landscape, businesses need to go above and beyond. One-size-fits-all solutions are no longer appropriate. Customers expect customised solutions to their problems, based on contextual information and in-depth data. Fortunately, companies like Salesforce, one of the world’s leading CRM providers, make it easier to deliver great customer experience with Service Cloud Voice.
Service Cloud Voice is a CCaaS solution that was designed to unify digital channels, CRM data, and phone communication in a centralized console for easier communication management.
Salesforce Service Cloud Voice Review: Features
According to the EVP and GM of Service Cloud, Bill Patterson, delivering great customer service on a consistent basis is a complex challenge for many of today’s companies. This is often particularly true when call volumes are high and queries are complex. The arrival of chatbots and numerous self-service options in the customer care landscape mean that when a call does get through to an agent, the request are often more complicated than they used to be.
As new customer service channels and demands continue to emerge, contact centre leaders and IT need a way to create a holistic environment in which meaningful discussions with customers can be managed. The Salesforce Service Cloud aims to offer that central space. The Salesforce Service Cloud provides an all-in-one environment for conversations, featuring:
- Integrated telephony and call routing on a single platform.
- A single pane of glass interface with no need to toggle between screens
- Reduced data entry and call wrap-up times
- Automatic transcription capabilities
- AI-powered agent recommendations with Einstein AI
- Omnichannel visibility across all customer conversation channels
- State-of-the-art supervisor console for real-time monitoring
- Skill tracking for individual agents
Salesforce Service Cloud Voice Review: Benefits
Salesforce Service Cloud aims to provides companies with an enhanced and unified version of the standard contact centre. With Service Cloud, companies can ensure that they’re delivering a consistent and effective service experience on every call and customer service channel. Benefits include:
- Greater context for agents: Agents will have access to better tools and insights to close cases quickly. They’ll be able to see all of the information they need about a call in the same place and use context to customise the conversation according to the needs of the audience. For instance, agents could see a customer’s purchase history, warranty information, or past interactions to help with addressing specific issues
- Better team management: The new supervisor console included in the service cloud will ensure that managers can monitor conversations across all channels, and step in when assistance is needed. Because call transcripts are automatically added to conversations, this also provides plenty of opportunity for future training solutions too
- Easier access to information: Agents don’t have to waste time trying to find the right information. Access to tools like Einstein AI will make tracking down data in seconds easier than ever. Einstein can even offer suggestions on how an agent should progress with a discussion to reduce the risk of churn
- Easy setup and integration: The Service cloud with voice simplifies the purchasing and implementation of contact centre technology by bringing together all the tools that businesses need in the same place. You can optimise your conversations with telephony that runs inside of the service cloud, alongside social and web channels
Salesforce Service Cloud Voice Review: Verdict
The Salesforce Service Cloud solution, now with integrated voice, aims to accelerate the customer success experience in the modern marketplace. Service Cloud Voice comes with a bring-your-own telephony option that allows companies to choose the provider that’s best-suited to them. There’s also the option to keep your existing telephony provider too. Customers in search of an out-of-the-box solution can also access Amazon Connect inside of Service Cloud too.
In a world where customers demand more personalised and efficient service experiences, the Service Cloud Voice offering from Salesforce will allow companies to get more control over their contact centre, with a single pane of glass environment. Those already familiar with the Salesforce Service Cloud will have new opportunities to focus on techniques required to create more meaningful moments for clients.
