How to Maximize Service Cloud Capabilities in Salesforce

In today’s evolving business environment, companies are striving to be more agile and responsive to customer’s expectations. To understand how these expectations are changing, Salesforce Research surveyed over 6,700 consumers and business buyers globally. Several key findings illustrate the central challenges for companies.

76% of consumers expect companies to understand their needs.

76% of consumers expect companies to understand their needs. And while 56% of customers only buy from innovative companies, 63% of customers expect companies to provide new products/services more frequently.

Clearly, customers who expect innovation require companies to push limitations. So how do you meet the evolving needs of your customers even as the marketplace changes?

To innovate, your team requires, first, a foundation of strong practical tools and processes. If your team is using Service Cloud, you are already a step ahead.

Here are a few ways to get even more out of Service Cloud.

Vicasso interviewed Gadi Vered, Director of Customer Support at OwnBackup, a cloud data protection platform for Salesforce, who had recently seen 100% growth year-over-year. With this growth, the company confronted capacity challenges, straining their ability to meet customers’ demands while not increasing costs. Essentially, OwnBackup experienced the same pains many companies are experiencing right now.  

To keep pace with its growing support volume, OwnBackup needed to scale its service capabilities with the right tools. At the time, they were using standard Salesforce features in the Service Cloud®, including email-to-case. However, the service team was still experiencing significant challenges.

  • Instead of actively resolving customer issues, OwnBackup’s support agents were stuck doing administrative tasks and information retrieval.
  • The company recognized a need to deliver better service with a fixed headcount.
  • Service leadership had a simple goal: Reduce time spent on administrative tasks while empowering support agents to meet customer demands without reinventing the wheel.

To optimize their service experience, OwnBackup turned to Vicasso's, Service Experience Suite, available on the AppExchange.

With the help of Service Experience Suite, OwnBackup found the practical tools they needed to stay productive. In fact, they decreased case time to resolution collectively by 56%, while measuring high customer satisfaction. Better yet, increased efficiency created the time and space for true innovation.

OwnBackup’s pains are not unique. With effective tools, you streamline communication, inspiring agents to create memorable service experiences for customers. In the end, using technology to enhance efficiency empowers agents to focus on case resolution and innovation.

Are your agents equipped with effective tools?

To evaluate your company’s tools and processes, take the Service Experience Assessment, which offers an acute view of your team’s capacity to deliver memorable customer service. The assessment evaluates four critical components:

Understand how your team provides real-time visibility to cases that require attention. How well is your company monitoring your organization’s response-time to customers?

See how you are using your team and measuring productivity. Do you have the right tools to measure caseload management?

Measure your foundational communication processes. Can your agents personalize interactions with your customers?

Determine whether or not you use your feedback proactively. How are you leveraging the voice of your customer?

Evaluating these core areas of customer support will ensure your support team is increasing productivity and enhancing customer experience.  

If your Service Experience Assessment score does not impress you, talk to a Vicasso specialist, who can help guide you to a 100% – every time! Get started today.

September 1, 2020