fbpx
    1. Blog
    2. Service Cloud – your customer engagement superstar

    Service Cloud – your customer engagement superstar

    If customer engagement is high on your business’s priority list but you’re still relying on ‘old school’ techniques such as email and phone calls to manage your customers, Service Cloud may be the answer.

    • With Service Cloud, field service optimization, live chat, and mobile messaging will allow you to increase your online and offline productivity while also helping your customers find answers on their own, and from each other, through a self-service community. Now we could spend the next few minutes rattling off all the benefits in detail but we reckon Salesforce has covered it fairly well here.

      In this blog, our Salesforce Consultant/Customer Support, Renz Villegas, takes an honest look at some of the benefits and challenges he’s experienced supporting Service Cloud.

      From the root word “Service”, that is what this “Cloud” has to offer. I apologise for my not so well handled joke, lol. Alright, imagine a place where you can just support your customers as easily as possible (well mostly), from just one console? No, I’m not talking about a gaming console nor am I talking about a big screen and many push buttons. I’m talking about the service console, or Service Cloud.

      From my experience, Service Cloud is often used as a console for support. Technical support, customer support, anything that you can add support to could already have used this console to actually help out customers. Service Cloud is like heaven for avid customer service support (are there any? Just kidding!) because they can pretty much do everything here to help their customers.

      Automations with a few clicks, macros to make things easier to trigger actions, and live agent that helps interact with customers in a much smoother phase. You can also integrate telephony so customers can call the support line and the support team can pick up and speak to the customer. Be it troubleshooting, customer service, or billing concerns, Service Cloud is indeed a great future.

      While there’s definitely a lot of features with Service Cloud it’s best not to jump straight into ALL of the features available. The main reasons for this are that you may not need all of them, plus it could just be another brain boggling thing to wrap your head around when the answer is already there. Instead of focusing on the features, I’ll focus on the things that I was able to work with as a support, what I was able to use, and troubleshooting and setup as these are the things I dedicated almost every single day of my support career studying and interacting with.

      One of the main benefits of Service Cloud is digital engagement, or as we call it in support, SCRT. This stands for “Service Cloud Real Time” and, as the term suggests, involves providing real time support to customers who request assistance in real time.

      It involves, but is not limited to, Chat, LiveMessage and, something that could be new for some, Service Cloud voice with Amazon connect. While these are all Service Cloud features, some of them could come with an extra cost depending on the package (but we won’t dig into prices and what not here).

      Use Case

      I find Service Cloud features really easy to understand and use. The features are user friendly and you don’t need to have an IQ like Einstein to accept a chat, or interact with a customer. With just a few clicks, a few copy and pastes maybe, you will have a basic button setup that lets your team and customers interact in real time.

      This isn’t an overstatement, as in all my years of experience working with the tool, it has been quite easy to actually set up a basic, yet useful, button that customers can click to chat with your agents. Sounds nice right? Because it is.

      If your company requires you to answer customer queries and demands real time support, this tool will really come in handy because customers will be getting answers right away, which also helps improve their customer experience. Why? Imagine if your customers have additional questions regarding products, features, or are experiencing some issues with your website, for example. Being able to respond in real time to one question, a quick query, or an urgent clarification means customers will feel confident that even after purchase, the service will be exceptional.

      Troubleshooting and setup

      Although it’s necessary, to me, setup isn’t the fun part. The fun part is when everything gets connected, and you get to experience the chat even by just interacting with yourself. Woohoo! After a while though that joy starts to wither your thoughts and you think of things that could go wrong. You pray for nothing to go wrong, and while your prayers are heard, challenges still arise. Let’s face it though, if you work for the support team, this is your bread and butter.

      The good thing here is that you know how things were set up so you know which places to check and only need to ask a few questions. But what if your customer doesn’t know the answers to these questions? At this point, I generally put both hands on my head and think happy thoughts, yet even those are not enough to save me from drowning in the troubleshooting despair I’m about to experience.

      However it’s part of the journey, and as you go along the troubleshooting road, you level up (just like in a RPG game, cool right?). Now this isn’t me just making things more appealing, or trying to make it sound fun, because if you’re into this kind of stuff, this will be really fun. It’s not easy, but it’s fun!

      One of the advantages here is that the troubleshooting circle you need to face is quite small, meaning you should be able to isolate everything. If that doesn’t work, it may be a problem within Salesforce that needs to be looked at. These are usually the hardest, and most crucial, ones as these types of issues require very, very special attention and urgent support when it comes to troubleshooting. Why? Because if your business uses Service Cloud features to cover a huge margin of revenue and there’s an issue, it all suddenly comes to a big stop. Like I said, the journey here won’t be easy, but it’s fun as you level up along the way.

      My take on the features

      While I’ve supported many of the features available in Service Cloud, I haven’t dug that deep into the what, where and how of Service Cloud to fully use the said features. For example, LiveMessage can create a channel for Messenger, Whatsapp and even text messages to interact with customers and support them on those platforms. Plus, with the routing mechanism used in Salesforce, you can set up your agents or support team to focus on a specific support skill. This means that once chats or calls are received, the business can be sure that their customers are getting connected to the right support team they need to talk to. You can actually use it as well to help your internal employees.

      After all my blabbering and sharing, at the end of the day Service Cloud can be a great addition to your business. It may not show promise right away, but once you’re able to refine your specific use case, it will surely grow and provide you and your customers with a great experience.

      If you’d like to learn more about how Service Cloud can help your business or organisation better engage with your customers, book a no-obligation chat today. Our Sales team will chat to you about what you’re looking to do and show a quick demo of what can be achieved with Service Cloud.