Companies using salesforce.com’s Service Cloud™ 2 have seen a 28% increase in customer satisfaction, 25% increase in call deflection, 37% rise in service and support productivity and a 26% increase in customer retention, according to a recent third party survey.
While investing in traditional contact center technologies such as on-premise CRM, telephony integration, email, chat and self service portals may have given your customers more ways to contact your company, it has fallen short on its promise to establish meaningful ongoing conversations, or efficiently solve customer service issues. Why? We’ve known for some time that today’s multichannel customers want convenience, choice, and the ability to obtain customer support where and when they want to. But getting this right has proven to be hard given the substantial costs and inherent complexities of integrating the required disparate technologies and required infrastructure.
The recent emergence of important new channels within the cloud, like website portals, communities and social networks, has presented some new challenges. Because customers are not getting what they need through traditional channels, they are now looking to the cloud for answers. They are going online to connect with “experts” and are taking you out of the conversation. Leading analysts have estimated that over 50% of customer service conversations are already taking place in the cloud. It’s time to join those conversations.
Move up to the cloud.
CoreMatrix can help you meet the challenge of regaining your connection with your customers by moving your customer service functions to salesforce.com’s Service Cloud. Until recently, contact center technologies were completely disconnected from the experts and knowledge found in the cloud. With our experience helping clients migrate to the Service Cloud, we can help you automate all of your customer service functions from traditional contact center channels to new channels like website portals, communities, and social networks.
By capturing the service conversations happening in the cloud, you’re able to deliver the expertise of the community to customers, agents and partners regardless of their location or device – ensuring that the quality of customer service is consistent across every channel. So you’ll be able to re-connect with customers, and increase your knowledge base, customer satisfaction and customer loyalty. If you’re already using salesforce.com Sales Cloud to automate your sales process, the salesforce.com Service Cloud is a natural extension to the way you manage leads and customers.
Join every conversation:
• Contact center – Empower your agents to provide faster, more responsive service and let them share knowledge quickly through every channel.
• Online communities – Give your customers a place to share ideas, get help or training, and interact with other customers and your company.
• Social networks – Tap into those places your customers already frequent. Easily plug into communities like Twitter and Facebook and harness their collective wisdom.
• Partners – Your business and service partners can also join the Service Cloud. Share customer information, answers, and access to the best minds in any company, anywhere.
• Search – Google is the first place many of us turn to for answers today. Because the Service Cloud lives on the Internet, your customers can quickly access your knowledge and resources with a simple Web search.
To learn more and have a conversation with a CoreMatrix consultant about making the most of your salesforce.com investment, please contact us.
