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Maximize ROI and drive efficiency from the contact center to the field—on a single platform.
Automate processes and empower teams to do more with less.
Unify your data to humanize intelligent interactions and drive loyalty.
Make your customers’ lives easier with connected experiences, from digital to the field.
Create efficiency in high-touch service centers. Empower agents to solve cases 30% faster.
Solve cases faster and reduce service costs - at scale - by unifying customer data and automating processes.
Increase first-contact resolution by automatically routing cases to the best agent or team for the job based on their skill set and availability.
Automatically surface next steps and actions to agents right in their workspace based on what the customers need. Ensure compliance by specifying a sequence of steps that are required to resolve a case, including whom to ask and what to do at each point of the process.
See every customer interaction in a chronological timeline, regardless of channel. Every voicemail, email update, knowledge article, or anything else about a case appears in our flexible news feed.
Get customer activity updates and alerts when action is needed, and ensure you're always responding with the right level of service with entitlements and SLAs.
Integrate your apps and customer data using clicks, not code. Jumpstart projects faster with a library of prebuilt connectors. Build a 360-degree view of every customer.
Scale your service with automation and increase productivity with AI-powered workflows.
Scale customer service with AI-powered workflow automation so your team can focus on helping customers
Turn complicated business processes into seamless workflows with no-code and low-code builders. It’s as easy as point, click, done. You’ll be able to:
- Improve service efficiency by automating your workflows
- Adapt your business processes with a flexible platform
- Simplify complex processes that span across departments
Empower your teams and power up your workflows with easy access to critical data. No matter where the data resides. Connect to any system, application, or department to:
- Automate any part of a business process
- Enable real-time updates across data sources
- Personalize every interaction with a complete view of the customer
Give your customer service automation strategy a boost with AI-driven insights. Serve up the right case to the right person at the right time with actionable insights and recommendations. With intelligence built right into Service Cloud, you can:
- Deploy AI within existing or new workflows
- Streamline resolution with automatic prioritization and routing
- Surface the most effective offers and next best actions
Give your customer service automation strategy a boost with AI-driven insights. Serve up the right case to the right person at the right time with actionable insights and recommendations. With intelligence built right into Service Cloud, you can:
- Deploy AI within existing or new workflows
- Streamline resolution with automatic prioritization and routing
- Surface the most effective offers and next best actions
Don’t start with a blank slate. Discover ready-to-install partner solutions including process libraries, robotic process automation, and building blocks for workflow automation. Head over to AppExchange and find:
- Solutions to automate repetitive tasks
- Configurable prebuilt business processes
- Industry-specific process templates
Lower case volume by 30%* by helping customers find critical answers quickly on their own.
Empower customers to find answers themselves first. Help your business deflect cases, cut costs, and prioritize complex issues.
Your self-service channels are an important first line of defense in customer support. When a customer needs help recovering an online account or an update on their order status, they often turn to your help center, customer portal, or community before reaching out directly.When it comes to setting up and maintaining self-service channels, here’s what every service leader needs to know.
Self-service definition: a fast and easy way for customers to find answers to simple questions about products, services, and policies. Key self-service channels include your help center, customer portal, and customer community.Self-service channels are a win-win for customers and companies. Customers like them because they provide convenience, flexibility, and always-on support. In fact, 65% of customers use self-service channels for simple matters.
Each self-service channel serves a different – and important – purpose:
-Your help center, also known as a knowledge base, is often the first step on the customer’s journey. Customers visit your help center to find answers to common questions. Examples include how to manage a subscription or review your privacy policies.
- Your customer portal is a branded website where customers can access information and complete actions. If you’re a bank, customers may go to your customer portal to order a new debit card. Or if you’re a retailer, your customers may log in to your portal to see their order history and loyalty status. The goal is to give customers a seamless, timely, and personalized brand experience.
- Your customer community is a digital gathering space for peer-to-peer support. Customers come together to share ideas, answer questions, and solve problems. Customers feel like brand insiders and subject matter experts, which drives loyalty.
Knowledge articles, how-to, and frequently asked questions (FAQs) are common self-service content. If a process involves many steps, you may also create diagrams or videos for more context.
Your self-service channels are either unauthenticated, authenticated, or a combination. Unauthenticated self-service channels share public-facing content. This content can help anyone who uses your product or service. There is no need for a user to create an account. With authenticated portals, a user logs in to receive more personalized information. An example would be a retail account. A customer logs in to update their shipping address or check their loyalty status.
Deliver personalized service at scale with AI-powered chatbots to lower costs across every channel.
Reduce costs and increase customer satisfaction. Deliver consistent, personalized experiences in real-time on customers’ preferred channels.
Customers expect seamless, effortless support no matter where and how they engage with your business. Easily create rich, personalized experiences that are connected across channels—from your website, mobile app, SMS, WhatsApp, Facebook Messenger, and more.
Boost productivity when your agents can handle multiple conversations at once—with all the context and intelligence they need to resolve cases fast and deliver a personalized experience every time.
Reduce costs by deflecting cases. Give customers what they need to resolve questions on their own with personalized portals or Self-Service communities. This give your agents time to focus on more complex issues.
Drive efficiency, deflect cases, and resolve issues faster with intelligent chatbots. Automate routine requests, guide customers through next steps, or route them to the right agent.
With omni-channel routing, you can automatically assign work across channels from digital to voice—to the right agent for the most efficient resolution based on skill set, availability, or capacity. Equip agents to seamlessly handle every conversation on a single platform for a unified omni-channel experience.
