Salesforce is one of the world’s most important technology companies and for good reason: it helps businesses raise the bar. Markedly, in April 2023, Salesforce was ranked the world’s number one Customer Relationship Management (CRM) for the 10th consecutive year.
Whether it’s the recent introduction of generative Artificial Intelligence (AI) to the Salesforce ecosystem or integration with in-demand products like Slack, Salesforce is continually advancing. Furthermore this is highly valuable for businesses who benefit from their innovative product portfolio that seamlessly unites operational areas.
So for businesses looking to adopt Salesforce, how does the Service Cloud help win and retain customers? Since this versatile platform is a must-have for businesses in all industries and a cloud computing leader, it can revolutionize a customer care strategy. It’s no surprise then that the Service Cloud is Salesforce’s largest revenue-generating offering for 2023 so far.
To help businesses make the most of the Salesforce Service Cloud, this blog explains and analyzes:
- Understanding the Salesforce Service Cloud features and its benefits
- Explaining the artificial intelligence (AI) technologies currently integrated
- Using the product in a business setting
- Integrating omni-channel options for web and mobile integration
- Maximizing customer service engagement and retention strategies
- Case studies of product use
What is the Salesforce Service Cloud?
According to Salesforce, their CRM Service Cloud software helps businesses stay:
Further to this, this software-as-a-service (SaaS) functionally incorporates AI + Data + CRM to maximize this efficiency and revenue. In time, this platform is intended to increase return on investment (ROI) as it is a SaaS contact center solution. Experts at TechTarget explain that, “Service Cloud enables users to automate service processes, streamline workflows and find key articles, topics and experts to support customer service agents.”
101 on Salesforce Service Cloud
- Available for Business to Business (B2B) and Business to Consumer (B2C)
- Usable for businesses of all sizes — Small, medium, and large enterprise
- Extensive use across global industries including:
- Retail and e-commerce
- Global outreach
- Wide-reaching levels of products — Signature Success Plan, Premier Success Plan, Professional Services
- Product is designed to be scalable as businesses grow — They can add new functionalities, expand with additional Salesforce products, integrate with third-party and partner platforms
- Range of product subscription price points — Current points are Starter Essentials, Professional, Enterprise, and, Unlimited
- Number of permitted product users depends on the subscription chosen
- In-built product tools keep users all in one place to deliver customer care and support
- Integrates with legacy data systems and pre-built integration apps are on on offer so businesses are live in days
How businesses start using Salesforce Service Cloud
Businesses can be live with this product within days as it’s designed to be simply deployed. Due to the range of subscription product levels available, businesses can opt for the Essentials that doesn’t require configuration. Comparatively, Professional, Enterprise, and Unlimited have wide-reaching custom configuration options. Once businesses have chosen their subscription and completed any customizations to configuration they can proceed with deployment and integration. Businesses can add products and upgrade their subscription at any time by liaising with Salesforce.
Additionally, businesses can opt for integrating other Salesforce products such as:
- Customer 360
- Marketing Cloud
- Sales Cloud
- Commerce Cloud
- Date Cloud Genie
- Tableau analytics
- MuleSoft Application Programming Interface (API)
Why businesses grow using Salesforce products including Service Cloud
Bottom line value for businesses using Salesforce is because of the technical heft of products and that they’re cloud-hosted. To explain further, Lionel Sujay Vailshery identifies that their sizeable SaaS market grew concurrently with the overall SaaS vertical. “The SaaS model involves the licensing of software to businesses, allowing these companies to make use of a huge range of advanced business applications without the need to host the software themselves.”
Basically then, customers benefit from the extensive scope of Salesforce technology through the SaaS model. At the present time, Salesforce is a rapidly expanding company with billion-dollar revenue exceeding $31 billion USD in 2023. Because this incorporates innovative products, technological advancements, and partnerships like with Google, business customers derive streamlining and intelligence advancements, too.
What are the top Salesforce Service Cloud features that create value for businesses?
Now that we’ve provided a 101 overview of Salesforce Service Cloud, let’s unpack the key features that win over customers.
Before we do this, it’s imperative to note that some of these features — including AI — are add-on purchases. Though these are available in the platform, in order for businesses to utilize they add-on as extra products. This extends the existing platform capabilities and enables an entirely custom product experience.
The essential Salesforce Service Cloud features for businesses and their customers
Robust UX/UI with Automation
The native Salesforce Service Cloud dashboard enables users to simply navigate for case management and customer data. When business agents use the drag-and-drop components they can assist customers, find information, and efficiently respond to enquiries. Not only is the slick, functional UX/UI built-in but also businesses can customize this via the MuleSoft Composer. Above all, the automation components free businesses to easily focus on their customers without worrying their systems aren’t performing. Moreover AI add-ons power even more intelligent outcomes with scalable options that are constantly advancing and swiftly integrating.
Service Technologies For Comprehensive Case Management
The end-to-end Salesforce tech integrates their CRM product and Service Cloud product magnificently. Altogether this data matches incoming customer requests so service agents can match sales and support history including orders and maintenance. Straightaway this elevates the customer experience (CX) using previous and real-time data. Because case management is comprehensive incorporating phone, email, chat, and social data service becomes more personalized and accurate. In addition to these in-built features, businesses can opt for a collaborative customer care Swarming with Slack add-on.
Personalized Team Productivity
Service Cloud is designed to distribute team workloads so all agents can provide high-level support and effective resolutions. At the same time agents can also build their own virtual workspace to organize all of their cases. Both the supervisor dashboard settings and the in-built routing algorithms help maintain service standards at all times without silos.
Team Performance Monitoring and Tracking
During platform use Service Cloud is gathering and analyzing agent data to inform better customer experiences. Once these functionalities are ticking over management can use data insights to generate workforce engagement forecasts and plan rosters. When the platform’s workforce management tools such as the omnichannel supervisor dashboard are applied to live scenarios service outcomes improve. Owing to data analysis functionalities, over time supervisors can allocate certain support requests to team members or live-assist agents. Further to this, businesses can also integrate with Slack for case management to enhance customer care services across the team. Whether it’s analytical support data for staff roster planning or system insights for monitoring live calls, work flow and productivity improves.
Embedded Customer Support Onsite and In-App
Service Cloud can be incorporated into business website and applications to support customers where they are. For example, this encourages customers to personalize their CX and engage with businesses where they feel most comfortable. Meanwhile businesses can build out this support into self-service with add-ons that enables users to access knowledge bases. When this is live it means customers can opt for online problem-solving before contacting agents. Likewise, if Service Cloud Einstein and AI chatbot add-ons are accessible then businesses guarantee more cutting-edge customer care.
The add-on Salesforce Service Cloud features and integrations that elevate CX
Businesses can opt for numerous high-level add-ons to scale their Service Cloud platform. Although these add-ons aren’t essential, businesses should understand that many of these add-ons work in tandem. Therefore building a comprehensive, AI-powered solution will involve multiple add-ons on top of their Salesforce subscription. Specifically for this, businesses can opt for add-on packages such as the Salesforce Contact Center package that currently incorporates Service Cloud Voice, Self-Service, and Digital Engagement.
Salesforce Service Cloud add-ons for transforming CX
This add-on brings all channels together into one place for a truly comprehensive modern support center. When businesses scale with this omni-channel add-on they unlock routing to specialist agents and branded help center services.
Enables businesses to equip customers with knowledge management, self-service portals that streamline and simplify resolutions. For that reason customers can access information points and articles autonomously in the CRM UI before escalating to agents.
Customer Service Automation
Integrate with self-service to deliver fast, personalized customer care. When businesses use this add-on they ensure both service workflows and CX are personalized automatically using data whenever, wherever.
Customer Service Einstein AI Bots
Uses Service GPT to scale customer service with personalization, efficiency, and detailed support directly in the CRM. For example, users can ask questions and request support using the robust, reliable AI bots across all channels.
Service Cloud Einstein
Service GPT integrates AI technology directly into the CRM supporting agents in their user assistance responsibilities. Whether it’s administration, support responses, or data analysis, the Einstein AI fortifies service agent productivity. When businesses use this customer service AI they are working smarter not harder.
Field Service GPT helps mobile team members connected with customers using AI, Data, and CRM tech. In the long run businesses offer dynamic CX that supports workers to be more productive and prioritizes positive service delivery. Additionally this organizes field tasks with key information for jobs, scheduling, planning, reporting, and dispatch consistently accessible in real time.
Brings all areas of digital customer communications — WhatsApp, Facebook Messenger, website chat, mobile app, SMS, etc. — into one central system. When customers communicate on their preferred channel, agents access requests in the CRM to respond efficiently using relevant, current data.
Visual Remote Assistant
The Visual Remote Assistant add-on elevates customer service into live customer information, resolutions, and support. Unlike other support, this improves the rate of customer satisfaction with technology-driven options like desktop sharing and auto recording. In addition to video calls, this product can simulate support using augmented reality (AR) to better support customers.
Customer Service Incident Management
Maintain all-in-one incident support with management, resolution tracking, and customer communications in a single platform. Then businesses can better coordinate their workers, risk management, incident identification, and team collaboration to resolve issues using data reports.
Service Cloud Voice
Native integration of phone support enables businesses to manage calls and access CRM data in one place. While agents are supporting customers, supervisors can use omni functionalities, AI insights, and system analytics to improve service and workflow.
Automated business analytics help organizations plan, scale, and boost their workflows. Generally the scope of data can save businesses money, derive meaningful and practical insights, and better manage users.
The Data Cloud Genie integrates AI and Data in the CRM to automate operations and better serve customers. Altogether this streamlines operations to save money, boost revenue, and harness business intelligence to predict customer needs and behaviors.
Simplify and elevate UX and UI with custom integrations. When businesses invest in this add-on they can build their own system configurations without a hassle using out-of-the-box connectors.
This add-on helps businesses take better care of their employees through software that integrates in the Service CRM. While agents take care of customers, businesses take care of their agents with in-built engagement tools. For instance, businesses can introduce HR and IT service support to the CRM to streamline employee support tools.
Service Cloud for Slack
Bolster team productivity and task management with the Slack add-on. Seeing that the Service Cloud strengthens team operations, Slack then helps improve and elevate collaboration. Once this is in place, businesses can add AI for even more customer and agent satisfaction.
Allocating calls to certain team members based on skills and reorganizing call queue according to customer spending (based on data). Subsequently this improves business efficiency, customer outcomes, and enables more targeted, personalized support.
What are the headline benefits for businesses using Salesforce Service Cloud?
Following on from the standout features and add-ons, we’ll explain the extensive business benefits of using Service Cloud. Specifically, Mark Fairlie attests for Business, “No other platform offers such a broad suite of workforce management and engagement tools, all designed to help your business deliver excellent customer service.” Undeniably then there are many benefits to review in this next section.
13 Headline benefits of Salesforce Service Cloud
Lowers costs as businesses grow due to single shared view of customer data across the organization. Additionally, businesses may see a higher rate of returning customers, better industry reputation, and increased efficiency across all teams.
2. Responsiveness to service trends
Service Cloud constantly has new features being added as technology developers and the industry advances. Subsequently businesses can opt to invest in these through the SaaS either via add-ons or integration in the AppExchange.
3. Dynamic availability
Enabling in-office, remote, and field teams to work together seamlessly is no mean feat. What’s more, fostering collaborative workflow in real time that boosts CX is precisely how businesses should be striving to operate.
4. Seamless integration
A unilateral benefit of Salesforce products is that they’re designed to be integratable. In this case, businesses can rely on Service Cloud being up and running in days. Thereafter they can integrate Salesforce with legacy data systems and other leading third-party products like Office 365.
5. No software to install
Rather than stress out about system infrastructure, Service Cloud is a SaaS so there’s no downtime with software installation. Before launching, businesses just need to evaluate what subscription is best for them and consider custom configuring with software developers.
6. Operational flexibility
Correspondingly to customization, businesses can rely on the product fitting in with how they work. At this point, this lets businesses carry on delivering the parts of their operations that are effective while resolving problems. There’s no default platform that must be used so businesses can confidently mold Service Cloud to their needs.
7. Personalized CX
Service Cloud can engage with businesses via phone, web, app, social media, chat, and email channels. At the same time this maintains real-time data so agents focus on caring for customers based on profile data. Presently market data shows that customers demand personalization and Service Cloud enables this from communication style to how agents respond. Rather than abandon businesses because of the service CX, Salesforce features encourage positivity and customer loyalty.
8. Builds brand
Building upon the personalized CX, the standard of service contributes to how customer stakeholders and the wider market perceive businesses. In fact, Service Cloud polishes the brand through the scope of support channels and accurate service engagement. When consistently is maintained in value proposition components then brand integrity refines, solidifies, and becomes identifiable in CX then reputation.
9. Digital transformation
Notwithstanding previous benefits, digital transformation is a core pillar of desirable outcomes in the 21st century. Since 2020 especially, digitizing customer service offerings such as with the Salesforce Contact Centre add-on is crucial. Undoubtedly robust, consistent, and congruent services are inextricable from the high-performance customer service Salesforce enables for businesses.
10. Efficiency and effectiveness
All businesses want to boost their efficiency — this is an inarguable fact. Simultaneously with Service Cloud, businesses gain an all-in-one solution that leads to faster resolutions for efficiency and effectiveness. In short, the benefit of agents and teams working more sustainably leads to higher engagement and invaluable positive morale.
11. International teams
Without a doubt the range of supported languages aids global, meaningfully connected businesses. Because Salesforce products have a range of in-built languages, this equips worldwide business. To illustrate more meaningfully, this has inclusive benefits for stakeholders all over the world and encourages harmonious interactions. Straightaway this makes all people — staff, customers, and stakeholders — feel welcome and eliminates translation errors or potentially damaging misunderstandings.
12. Extensive customization options
As already touched on, Service Cloud aligns perfectly with businesses having brand flexibility. Further to this is how businesses can customize their product through integrative options. For example, businesses can optimize via AppExchange choosing from the wide range of third-party products available there. Not to mention as well that they can work with software developers in the Salesforce Partner Ecosystem to customize products. In this case they can custom configure their platform pre-deployment then in the future they can scale and introduce new features.
13. Incident risk management
Lastly Service Cloud is a proven strategic tool for detecting, resolving, and communicating to reduce and eliminate disruptions. Once deployed, businesses have a robust platform for monitoring their service operations, engaging with customers, and working as a team. On account of the in-built technical features for automation and reporting combined with AI add-ons, risk management improves. Then this maintains better standards for macro operations, customer service and care, and value proposition delivery to customers.
Three case studies for businesses using the Salesforce Service Cloud
To demonstrate the wide-reaching uses of Salesforce Service Cloud, we’ll finish with a review of three business case studies.
1. GE Aviation
Firstly, General Electric (GE) Aviation is a global business in the Haier company family. While the lightbulb has always been emblematic of the brand, GE Aviation is taking them on a new, innovative path. When the company started using Salesforce, they found that the level of collaboration enabled between teams was measurably game-changing. In fact, they used add-ons for social media, sales, and marketing to connect more meaningfully with customers. What’s more, cloud features and product data insights led to faster turnaround on ideas and real-time customer feedback changes.
2. Commonwealth Bank
Secondly, the Commonwealth Bank of Australia is one of the country’s — and Asia-Pacific region’s — most customer-focused institutions. Unlike other heritage and start-up financial companies in the market, CommBank is focused on fusing its history with technology. Accordingly, they invested in a product and information campaign that is focused on digital and social transformation. In reality, this means they use Salesforce to deliver omni-channel customer service, engagement, and care. The powerful, data-driven, and user-friendly UX/UI are winning customers, keeping service personal, and strengthening internal team relationships.
3. American Red Cross
Thirdly, American Red Cross is a forward-thinking force in healthcare, charity, and aid all over the world. They’ve made it their mission to provide emergency relief for almost 150 years and they continue doing this through Salesforce. Although technology has always been part of their strategy — they used the telegraph in the 1800s — today’s challenges require modern tools. Following the innovation of cloud technologies and social media, American Red Cross has turned to Salesforce infrastructure to coordinate seamlessly. Thereupon volunteers can use their own iPads and smart phones with Salesforce apps to stay organized in the field. Rather than spend precious resources on extensive — and complicated — hardware systems, they can focus on supporting stakeholders and delivering care.
In closing, Salesforce Service Cloud is a market leader for a reason — impressing new and existing business customers. As Mark Fairlie further emphasizes, “Plus, no competitor comes close to Service Cloud in terms of native and third-party app functionality.” Therefore the main decision businesses must make if they’re ready to start using the SaaS is subscription and custom configuration. While it may be true — and it certainly is — that businesses can opt for ready-to-deploy Salesforce, customization matters. Working with Salesforce developers will help with planning configuration, deployment, and staff training. Additionally it helps establish future plans for maintenance and scaling. At the end of the day, the product is an ongoing annual investment for businesses and developers ensure informed, strategic spending.
Frequently Asked Questions (FAQs)
Should businesses work with software developers to deploy Salesforce Service Cloud?
Although businesses can configure their own Salesforce products with a knowledgeable IT team, expert insights are highly beneficial. Because Salesforce developers have their own base of experience and insights into this SaaS they deliver end-to-end services.
Additional reasons for working with software developers for Salesforce Service Cloud:
• Developers can complete custom configuration of all product components to maximize the subscription investment
• Development team will prepare deployment and maintenance to prepare business personnel for using the platform
• During development, the software developers will plan out the scaling objectives of businesses and stay ready to implement desired changes
• When software developers are part of the Salesforce Partner Ecosystem they can easily introduce new features to the platform
• Developers can oversee Salesforce integration with third-party software products to keep businesses running smoothly
Is Salesforce Service Cloud the best CRM for businesses?
Salesforce Service Cloud is considered the world’s number one customer relationship management platform. Presently, the features, technology, innovation, and market share reflect the quality, scope, and scalability of Salesforce products. In order to evaluate the best CRM, businesses can undertake a product consultation with development experts like A3logics. Then they can evaluate their business needs and identify the Salesforce products best suited to their strategic position.
Do businesses need a roadmap strategy for using Salesforce Service Cloud?
Every business that is investing in Salesforce products needs to be planning their deployment, maintenance, and scaling. When businesses plan thoroughly, a Roadmap Strategy designed and implemented with an experienced software company is essential. In particular, the Roadmap Strategy equips businesses for scaling their operations and offerings — and this includes their software/SaaS systems. Because Salesforce is a product designed to be scaled, a Roadmap Strategy is an additional investment that will pay returns.
What AI functionalities does Salesforce Service Cloud have?
Salesforce AI functionalities are extensive and they are continually being integrated into their product features, plus product add-ons.
Presently, businesses can benefit from Salesforce AI technology like:
• Add-ons for automation
• Generative chatbots such as Service GPT
• Data protection AI Cloud built using the Einstein GPT Trust Layer
All mentioned Salesforce AI products are designed to integrate with the Service CRM to facilitate excellent CX and business outcomes.
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