You may have an excellent knowledge base, FAQs and other support options for your customers, but you hit bottlenecks or breakdowns that go unnoticed and unaddressed. We help you to create touchpoints that focus on the customer’s journey. Once you’ve identified these points, we make sure there are avenues for support along the entire route via live chat, email or self-service channels like guides or FAQs. We also make the most of your customer data to align with the key business objectives.
The last thing you want is to be caught off guard by a crisis. We make sure you have a plan in place so that customers are helped and your team can spend more time delighting them instead of being distracted by a sudden surge of tickets. The first step is to identify the different types of issues that arise, from those that can be handled by customer service agents to those that need the attention of someone higher up the chain. Then, put SOPs in place for handling each type. Next, let your teams call some shots regarding customer satisfaction. We aid them to avoid manual escalations by using custom workflows and automation to identify tickets needing immediate attention quickly so they can resolve them before customers get irate over waiting too long for an answer.
We make sure that customers get the right support and can receive it in the shortest time possible. AI chatbots are of great use as they can help you deliver fast responses even when your agents are busy or unavailable for a long time. Live chat is another convenient, fast and easy way to connect with your support staff. It provides immediate solutions to customer service problems and increases overall customer satisfaction.
A unified customer view helps you to consolidate customer data & conversations across multiple channels in one place and provides a seamless experience while the customer interacts with your brand to achieve better customer understanding and faster issue resolution. We leverage omni-channel and lightning console to provide a cohesive view of the customer.
We offer you a tailored implementation of Salesforce Service Cloud that can give your team the expertise, insight and knowledge to create a fully customized service solution. A combination of best-of-breed services such as Case Management, Omni-Channel Routing, Service Process Automation and others allows you to build a complete customer support experience. This combination enables you to transform the way you deliver service today or innovate your way into the future.
Service Cloud's customizations represent a tremendous opportunity to build relationships with your customers and drive loyalty. Many of these services can be custom-built and cost-justified based on your needs, but it's important to know what you can and should customize. Our experts can walk you through some important suggestions that can help you achieve your goals, including integrating Service Cloud with community and product management tools, allowing customers to escalate cases quickly, implementing an account health monitoring system (AHMS), and powering the Service console with advanced search and more.
Cloud integration can make your business more competitive and efficient. We’re experts at solving complex Salesforce integration challenges and streamlining processes for your sales and customer service teams. We will help you connect Salesforce Service Cloud with other SaaS applications and services through API Management or Webhooks to synchronize data between your CRM and your other legacy system(s).
We will provide you with a clear and concise roadmap for your Service Cloud strategy. We’ll ensure that you have the right architecture and plan to support your current and future business needs, reducing the risk of any surprises along the way. Our experienced consultants will work with you, to understand your business requirements and align them to your business objectives. By working in partnership with you, we will successfully design and implement a Service Cloud solution that meets your business requirements and contributes to long-term success. You will benefit from our expertise with Salesforce technologies, our proven consulting approach, and our global delivery model.
With Service Cloud Analytics, we get you started fast with the essentials. You can view critical metrics and build reports that help you measure the success of your service organization against your goals. Redesigned from the ground up, we’ve made it easier than ever to access data on any device, whether you’re a service manager or agent. Because no two businesses have the same challenges, we give you the flexibility to find what’s right for your organization.
We offer a unique combination of engineering and implementation services, all staffed by experts who have deep knowledge of the platform. We offer a wide range of services, from data management to custom development. And because we offer them as a managed service, you get expertise with every implementation. With Service Cloud Managed service, we take care of all the routine updates and maintenance so you can focus on what matters most: growing your business. Our Managed Services offering is designed to enhance the availability and scalability of your Salesforce environment. It includes a 24/7 Help Desk that provides technical support by phone, email, or chat. And it can be expanded with additional services such as performance monitoring and reporting, security management and backup/restore.