How Buzz Web Technology enhances your Customer Support through Service Cloud Implementation

A complete view of customers

Your true assets are your consumers. It’s critical to fully comprehend their tastes and to get to know them on the inside. We assist you in obtaining a 360-degree perspective of your clients, their activities, and interactions so that you may assist them in making data-driven decisions that enhance their performance and increase their client retention rate.

Omni Channel

Communication is the foundation of customer service. Therefore, having complete control over your communication routes is crucial. To improve your customer care efforts and make it simpler for customers to contact you from anywhere, we give your agents the ability to connect with customers across channels.

Case Management

Case management is essential for any business since it considers the customer’s complete life cycle and has a direct impact on how they see you. By utilizing our Salesforce Service Cloud implementation services, you will have complete control over your cases and improved case generation, assignment, escalation, and prioritizing capabilities.

Knowledge Base

With Buzz Web Technology’s comprehensive knowledge base at their disposal, your customer care representatives can quickly and accurately locate the solutions to consumer problems. Our Salesforce Service Cloud application gives them the ability to build and access an extensive knowledge base of articles, greatly improving the viability and transparency of the process.

Our Five-Step Approach for Successful Service Cloud Implementation

Align Service Cloud with your Business Goals

The first stage in service cloud implementation is setting goals. Our Service Cloud specialists gather the crucial organizational indicators to develop a plan that takes into account your particular business objectives and difficulties.

Customize Service Cloud

With our Salesforce Service Cloud customisation, we assist you in achieving customization, one of the strengths of Service Cloud, to create a seamless and simple-to-maintain experience.

Migrate Data

For a continuous two-way data flow, we carefully migrate your customer data to the Service Cloud platform and integrate Salesforce Service Cloud with your CRM. This promotes transparency and speeds up data availability for your sales representatives.

Test and Retest

Before staging any platform, we use a sandbox approach of development as the necessary insurance. To ensure that the changes won’t result in any problems in production, our Service Cloud experts will test and retest the new deployment in the sandbox setting.

Enhance the Agent Experience

Through weekly webinar sessions, our team of Service Cloud consultants will aid in hastening the adoption of Salesforce Service Cloud by your salesforce. We assist them in completely utilizing Service Cloud to enhance customer service and give them a convenient experience.

Salesforce Service Cloud Key Features

To better grasp the Service Cloud’s extensive capability, look through the list of its essential features :

Omni-Channel :

Your customer support will rule as many communication channels as you desire with the help of this capability. It can be social media (Facebook, Instagram, Twitter, Google+, and Sino Weibo), community websites, phone, email, web, or mobile Live Agent chats, and even video chats. Additionally, Omni-Channel automatically assigns cases from all of these channels to the proper agents based on intricate pre-set criteria in addition to bringing them into your Service Cloud.

Case Management :

The case management component of Service Cloud includes everything, from case creation, prioritising, and assignment through escalation, reassignment, and closure. You can also set the criteria for particular phases in Service Cloud, and it will carry out the duties for you. The desired mechanism is started by Service Cloud after conducting the necessary analysis.

Service Console :

The service console makes it simpler for the agents to conveniently obtain case-specific insights. It displays both the cases’ past and present developments. Additionally, agents have access to client and account information, making it simpler to locate the necessary information in the case data.

Knowledge Base :

A thorough knowledge base that is developed with the aid of Service Cloud proves to be highly beneficial for the agents. Not only does it assist the agents in finding every of their answers, but it also speeds up case resolution. Additionally, by rating each knowledge article’s usefulness, the knowledge base becomes more beneficial for the agents.

Process and Routine Automation :

Through the use of workflows, macros, email templates, approvals, and other techniques, Service Cloud makes it simple to automate the procedures.

For instance, when a customer expresses extreme dissatisfaction with support, service representative Alex claims that a specific consumer incentive is required.

A workflow directs Salesforce to ask Peter, Alex’s manager, to approve an incentive. Alex chooses and sends a suitable email template to the client after receiving her approval to provide this reward. Alex notices that 8 similar instances have entered the system on yet another day in customer assistance. He answers them all at once using a bulk macro, which concludes the cases.

He then executes another macro to automatically close the cases. The time that these kinds of automation save managers and agents is significant.

Service Analytics :

Service managers and agents may quickly access the Service Analytics, which is powered by Salesforce Einstein. It provides insightful information about the department’s and agents’ performance. With the help of Service Analytics, viewing the reports of various complexity is made simpler. It can be a first contact resolution rate report. Or based on the quantity of cases reassigned for each case type, which shows the average customer satisfaction (CSAT) rate for each case type, as well as the agents who routinely reassign cases more frequently than a predetermined amount of times per week. In addition to reporting, Service Analytics can make suggestions on what an agent should do, for example, to raise CSAT.

Field Service :

Service representatives might need to engage with field personnel to resolve a situation. Field Service permits accomplishing this. Users of the Service Cloud can make appointments for field employees, manage their schedules, monitor part or material use, and more.

Self-Service Communities :

Self-service communities can be established using Service Cloud.

Customers can use them to access your knowledge base and resolve issues on their own. Additionally, you can provide a chat feature to the community to make it even easier for users to ask agents for assistance if they run into any problems on their own.

Einstein Bots :

Salesforce Einstein may occasionally be used to power your discussions. This will free up some of your agents’ time and give consumers access to information about petty issues like order status, flight information, etc. Only if your chatbot is unable to assist will it direct clients to agents who are knowledgeable about their particular issue.

App Builder :

You can use this capability to request the development of your own Salesforce customer support apps if there is still something missing from all of the Service Cloud’s features.