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Salesforce | Service Cloud

Salesforce | Service Cloud

Salesforce Service Cloud allows you to provide support services to each customer anytime and anywhere, and you can provide customers with 24-hour online support through different channels with one unified workspace.

Features

Case Management

Solve cases faster and reduce service costs - at scale - by unifying customer data and automating processes.

Business workflow & automation

Scale customer service with AI-powered workflow automation so your team can focus on helping customers.

Omni-Channel Support

Deliver more efficient support by routing cases to the right agent using Omni-Channel Routing, whether it is messaging, chat, social, email, web or voice.

Knowledge Management

Surface answers fast with knowledge management software for customers and agents.

Chatbot Self-Service

Deflect cases and resolve issues faster with intelligent chatbots. Automate routine requests, guide customers through next steps, or route them to the right agent.

Voice & Telephony

Solve phone cases faster and smarter with Service Cloud Voice.

Benefits

01

Personalized Service

When customers encounter problems, always hope that the first time to be resolved. Through the call center system, you can provide 24 hours of online support to customers in different channels.

02

Multi-channel Support

With the popularity of the network, customers express the brand and views of the product channels in a more and more diversified way. Salesforce call center solution can help you solve the problem.

03

Intelligent Forecasting

Service Cloud also provides intelligent predictive capabilities that are predicted and resolved before the problem occurs, increasing customer satisfaction.

04

Higher Service FTR

Service Cloud provides the right system and solutions to help you and your customers easily and quickly solve problems and improve customer satisfaction.

Case Study

LOGISTICS INDUSTRY


In 2021, our team engaged a global logistics company for the implementation of Salesforce Service Cloud, starting with the Salesforce Chat & Einstein Bots, then gradually moved into supporting the entire case management framework. We have successfully launched to all regions globally by the end of 2022.


Goals

Transform customer service operating model through case intent standardization and Salesforce Omni-Channel Strategy that unifies channels such as mail, phone, chat & web, aiming to achieve:

Reduce cost to serve
Improve first contact resolution rate
Optimize average case handle time
Provide a unified servicing experience  for agents

RESULTS

Launched to 50+ countries across different regions globally

Average chat case handle time by agents dropped 80% in 4 months

Onboarded 3000+ Service Cloud users

Global Clients

Being selected by top companies through many challenges
Astellas logo
Aoki logo
Ocean Network Express Logo
Google logo
Johnson and Johnson logo
Motorola logo

Contact our Salesforce specialists!