Originally posted at saleforce.com
Gone are the days companies can afford to think of customer service as a drain on resources and bottleneck to increasing sales. Now the most innovative companies have turned customer service centers into customer engagement hubs with more data and insight on customers than any marketing or sales departments. In today’s digital world, customer service is the command center of the customer voice.
Leading service organizations are using Service Cloud to unleash customer data across the organization to enable a frictionless customer experience. According to Bluewolf’s third annual State of Salesforce, Service Cloud is the fastest-growing and second most adopted Salesforce cloud.
As Service Cloud continues to transform how service centers are able to interact with the customer, there are a few key features that are driving a truly unique employee and customer experiences. Here are three features enabling service professionals to deliver a frictionless customer experience:
1. The Value of a Central Knowledge BaseWhen service agents have access to a quality knowledge base, they are empowered to meet customer expectations in a timely manner. With Knowledge, instead of training employees to memorize the answer, agents are empowered with access to the right answers in a timely manner. As Salesforce enhances the functionality of Knowledge, organizations are increasing their investment.
Bluewolf projects that an investment in integrating key service channels into Service Cloud will separate innovative customer engagement from traditional customer service. Success comes when an agent can look at a case not as a single one-time interaction, but rather part of a broader multi-channel ongoing conversation with a customer.