Fire Up Agent Productivity
Why you should be fired up about visiting the Vicasso booth at Dreamforce:
Can't wait to see us at Dreamforce?
Book a demo now.Customer service challenges are wasting time and money.
How can I ignite service profitability?
There are two parts to a department's profitability: revenue and expenses. With this in mind, a customer service team is profitable if it's revenue exceeds it's expenses. So, how can a customer service team fuel revenue while extinguishing costs?
Extinguish service costs
Agents who have instant access to the information they need to work a case can respond and resolve cases quicker. Add visibility to your case management process so don't need an inflated customer service team, and you can do more with less.
How do your customer service managers know which case to assign next? A well-defined customer support process empowers agents to work on the right cases at the right time. If your workflows lack intent, they can cause productivity hurdles.
Ever hear the saying “a cluttered desk is a cluttered mind?” Well, that applies to your Salesforce org as well. Support cases are often littered with images like social media icons and logos pulled from customer’s email signatures. Keep your cases, email messages, and accounts clear of clutter by detecting & removing irrelevant and duplicate files.
Review the entire lifecycle of a case from open to close—and everything in between. How much time was the case in each status? Who owned the case, and for how long? Get the answers you need to address what happened during the support process.
Fuel service revenue
It's widely known that acquiring a new customer can cost up to 5-25 times more than retaining an existing one. How do you retain customers? By responding quickly to their concerns! Our case management apps automate manual tasks, improve customer service workflows, and remove roadblocks in the case handle process, so your agents can respond to customer inquiries at blazing fast speeds.
Customer retention increases as your SLA violations decrease. Our apps allow you to have different support levels, entitlements, or SLAs for specific accounts, so that you no longer have to worry about dealing with SLA violations.
Survey responses give you insights into why customers buy, what features or updates they want, and much more. You can't improve customer satisfaction without customer feedback, but you need a way to easily gather and analyze it. Simple Survey, our native Salesforce survey app, combats survey fatigue, captures partial responses, and delivers survey results in a digestible format.
Overloaded support agents will rush through customer interactions to close cases faster. Balance agent workload fairly and efficiently, so your customer service agents can spend more time building relationships that can lead to upsells or cross-sells.
Meet Vicasso at Dreamforce 2024
