10 Ways To Utilize Salesforce Service Cloud To Its Fullest

Today’s customers have all the power to make or break a brand. With daily increasing expectations and requirements, businesses explicitly focus on providing uncompromised services to their customers. However, there are a few challenges that come with streamlined service offerings. 

Customer service personnel mostly struggle with sluggish response times to deal with inquiries from contractors, unorganized contact data, and irregular operational processes. Eventually, turning the entire process flustering for both reps and customers. 

This is where Salesforce Service Cloud comes into the picture. It provides a reliable channel for businesses that deliver high-quality support while improving both external and internal management processes. To fully capitalize on its capabilities and gain the maximum benefits for your business, your teams must learn about the tips we have shared. 

In this blog, we will dig deeper into its versatile feature offerings and the best tips to follow that drive more customers toward your business.

Tips To Utilize Salesforce Service Cloud To Its Fullest

here is top 10 tips to use Salesforce Service Cloud at its full potential:

1. Use Integrations To Get All Your Customer Data In One Place

Consider integrating third-party applications or solutions in your CRM. The additional features that you get with these applications extend your Salesforce capabilities to offer advanced and improved customer service. 

You can add from a number of applications, such as Zendesk for incorporating a help desk, ERP systems such as SAP or Oracle for improved resource allocation, big databases such as SQL or Mango DB, and much more. 

With this, you get everything on a single page, and your agents do not have to switch between applications and software. Moreover, you can map their performance and look into areas of improvement specific to an app or overall. 

2. Recognize The Reason Why Customers Are Leaving

Customers are valuable assets as they navigate you and your business to more significant growth opportunities. They don’t just buy your product and service but also promote them to their connections and, thus, help your company build a great customer base loyal to your brand. 

Therefore, you should not neglect the customers leaving your brand. Always try to retain your existing customers, as when you compare, the cost of retaining existing customers is lower than the cost of acquiring new ones as they are already familiar with your offerings and have tested the quality of your products. Therefore, you do not have to prove to them anything more than that you value them and their needs. 

This is why you should always try to know why you see a decline in the customer base and make strategies such as discounting, loyalty award programs, or attractive offers that entice your customers to stay loyal to your brand. 

3. Use Social Media To Reach Your Customers

According to Gartner’s research, there is a 15% increase in churn rate if you cannot respond to your customers’ queries over social media. By churn rate, we mean the annual percentage rate by which customers stop subscribing to a product or service. This might cause a high level of customer dissatisfaction, and they might stop purchasing from your business. 

Thus, it is advised that you remain active on social media platforms to respond to your customers. Make sure you are prompt with your responses so that customer waiting time is reduced and overall satisfaction improves. The earlier the customer’s queries and issues will be faced, the earlier purchases they might make, improving the overall customer experience. This also indirectly impacts your revenue growth. 

You can integrate your social media platforms with Salesforce Service Cloud to map out interactions over a single page or on a dedicated social media page. For example, to look into interactions over Instagram, you can use a separate dashboard. 

4. Deploy Better Analytics For Better Services

Deploying better analytics into your business can help you analyze your data better, gain deeper insights into that data, and look into areas of improvement.  All this leads to improved customer service and overall business growth. 

Service Cloud offers its AI offering, Einstein AI. With this capability in your cloud, your business teams get personalized suggestions and intelligent recommendations for a variety of use cases. It helps your agents to look into customer queries and figure out what the customer actually wants. With just a click or a prompt in natural language, agents can get a list of supporting resources that they can refer to and resolve customer queries. 

Furthermore, with advanced analytics, your agents can look into patterns and trends in customers’ behavior, proactively identify their issues, and cater to them immediately. It reduces the chances of customer churn by offering continuous and improved service delivery. 

5. Track your customer interaction

By tracking your customer’s interaction from the initial stage of its engagement to the ultimate stage of making a purchase or leaving your business, you can improve your customer service. 

Look at the journey of your customer that is created in your Salesforce platform. Here you can view through which instance or channel the customer has connected with you at first. It could be any channel, through social media, email, chat, phone call, or more. Further in this journey, you can look at where and how long has the customer stayed with you—whether they left their lead details, converted into an opportunity for you, made a purchase, or left without making one. 

Through this journey map, you can judge at what point you lost your customers and connect with them through automated email, SMS, or push notifications. After this, you can track their re-engagement in the same journey map. Also, you can modify your marketing campaigns accordingly to ensure that your customers feel valued. 

6. Enable self-service options 

Make sure that you have enabled the additional capabilities you get with Salesforce Service Cloud that is, community cloud and customer portals. 

Salesforce Community cloud allows customers, businesses, and their teams to interact with each other, ask questions and queries, answer them, and seek help with similar issues they face. Also, you can connect with industry experts, such as Salesforce developers, administrators, and consultants, to gain expertise assistance.

On the other hand, customer portals are designed specifically for your customers to solve their issues on their own without connecting to customer service representatives. It is a kind of indirect support service that you offer them, allowing immediate, anytime, and anywhere access. These portals can also be embedded with AI capabilities, providing customers with a personalized approach. 

7. Use mobile capabilities

You can access the service cloud offerings on the go, through Salesforce mobile app. It allows your agents to review customer queries and interactions while on the go, eliminating the need to stay on the system all the time. This way, they can be productive and offer customer service anytime and anywhere. They have access to most of the features over this mobile application as well, that they get on the desktop platform. 

Your internal support teams can also connect with each other through this app. Also, your agents gain a description of customer issues and interactions, which further allows for real-time status updates that reflect across other systems as well, eliminating confusion. 

The mobile application offers easy setup and configurations and is compatible with both iOS and Android systems, eliminating any specific requirements and compatibility issues. 

8. Give it a 100-day rest

After successfully acquiring and re-engaging customers, it is important to not overwhelm them with more offers right away. 

It is advised to give your customers a 100-day time to experience your products and services. During this time period, focus on thanking them through various channels of communication, ensuring that they are happy with the purchase they made. 

Instead of pushing sales for your offerings, you can send them helpful tips, and thank you remarks and gain feedback based on their current date use. 

By following this approach, you allow your customers to trust you and make them ready for future offers without putting any pressure on them. 

9. Train your employees 

Offer your service teams and agents best-in-class training to harness the full potential of Salesforce Service Cloud. With the right training practices in place, your agents can quickly navigate to the platform and access relevant features and functionalities. With this, they can offer better customer service, work more efficiently, and leverage the advanced tools it offers, such as AI and big data analytics. These features are a reason why you should go for Salesforce Service Cloud rather than any other option in the market.   

Training them also ensures that your teams are working in one direction with a similar goal; they work together better and are comfortable while using the system.

10. Partner With A Salesforce Consulting Firm 

To make the best use of your Service Cloud, you can consult a Salesforce consulting firm. They possess a high level of expertise in the domain and can help you make the most of your investment. 

They not only tailor the platform based on your requirements but also make it scalable to deal with your evolving needs. These partners assist you in integrating third-party systems and provide ongoing support, optimization, and maintenance of the platform. 

Conclusion

It doesn’t matter in which industry you are dealing, customers will always be the King, and it’s your responsibility to provide them with the best services. 

With this, you are creating a foundation for establishing long-term relationships with them, accelerating customer loyalty.   

To ensure the same in your business, Salesforce Service Cloud is your savior. However, its implementation might sound like one huge investment, and we are sure that you don’t want to go off the trail. At Cyntexa, we put best practices and methodologies to use while performing Salesforce Service cloud implementation to deliver what’s best for your business. 

Still, have second thoughts?

Book a call and experience it on your own.