The Service Cloud offers a Service Console which allows you to prioritize your cases by source, date, urgency, and product topics. Based on this criteria, you can auto assign cases to your team members to resolve. Stay organized with every case that hits your console to reduce your resolution time.
Service Wave Analytics
Track and gain visibility into case management, channel optimization and agent efficiency with ease. Measure service reps who are closing the most cases, first call resolution, customer service satisfaction scores, incidents by category all visible from your mobile devices.
Connect with customers via social channels using Facebook, Twitter, Chat and Blogs. Service Cloud allows you to manage your cases from any of these social outlets and respond right back to them in the format they prefer. It also gives you visibility into what your customers are saying, good or bad, about your company.
Integrating your phone system to Service Cloud will reduce the amount of time it takes to locate your customer’s information with a pop up window that provides all of their contact, account and opportunity details right at your fingertips, which will cut your response time. Click to dial eliminates wrong numbers and automatic activity logging ensures that no calls will go undocumented.
Customer self-service resources cut down labor intensive human services that give agents more resources and time to focus on other important customer- facing processes.
Give your customers and service agents access to a knowledge base where they can search for articles, ideas, FAQ’s with step by step instructions to help them resolve their questions or issues.