Service
ServiceCloud
ServiceCloud enhances customer experiences with customer service, self-service, and social channel engagement.
·Connect various channels such as phone, e-mail, web chat as well as SNS.
·Suggest the best solution to the customer by knowledge search feature.
·Escalate critical issues automatically to help you make quick decisions.
*Image source: salesforce.com
Service Cloud 특장점
Support customers across a variety of channels and devices.
· Omni channel support including web, email, phone, chat, SNS, community
· Consistent responses regardless of channels and devices
· Receive service request and share knowledge using customer/partner communities
Manage Service Level Agreements (SLAs)
· Define SLA by customer and product
· Manage the entire process including customer response, notification and escalation process
· Service performance measurement and issue management using dashboard/report
Easy access to information
· Business-optimized customer service environment (dedicated console)
· Provide information (customer profile and service history) for quick and accurate issue judgment
· Provide solutions using the knowledge base
Inquiry management
· Assign inquiries automatically to the appropriate person according to contact type
· Notifications and Guides to available Agents
· Share service progress in real time with your customers.
Call Center System
Call center system for customer service
· Integration of existing customer's telephone and call center system
· Integration of Cloud-based call center system
· Various customization in conjunction with Salesforce Open CTI
Inbound / Outbound
· Provide information pop-up on the call
· Outbound Dialer with campaign list
· Call-back notification
Call history management
· Automation of call history and voice recording management
· Provide exclusive management view for Supervisor
· Real-time status analysis through reports/dashboards
*Image source: salesforce.com
CommunityCloud
*Image source: salesforce.com
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CommunityCloud helps you to build a community for everyone critical to your business such as customers, partners, and employees.
· Customers can interact with each other, provide feedback, share their enthusiasm for your brand and product, and even purchase in the community.
· A Partner Community connects resellers, distributors, and partners to increase sales.
· Enabling employees to find the information they need keeps them engaged and productive.
