Take Your Business to New Heights Using Salesforce Service Cloud

May 26, 2023
Jaya Ghosh

In today’s era of cut-throat competitive era, businesses need to focus on providing uncompromised customer service to their clients. Given the significance of customer service in uplifting brand value, personalized customer service and omnichannel experience are quickly gaining traction. To provide hassle-free customer support, organizations require an efficient and trusted customer service platform such as the Salesforce service cloud platform that is built on the SaaS model.

As one of the top customer support solutions, Salesforce Service Cloud has the capacity to provide instant and intelligent customer support. The platform allows organizations to scale their operations efficiently and quickly while fulfilling their current and future requirements. The Salesforce service cloud augments the customer service of an organization with live agent support, in-app support, knowledge centers, and communities. To know more about this platform, it’s prudent to seek advice from a reliable Salesforce consultant.

Why is Salesforce Service Cloud Considered the Best Customer Service Solution?

Salesforce service cloud is considered to be the number one customer service solution due to some of its key features that empower agents to respond to customers quickly and efficiently and across all channels. Listed below are some of the key features that make this a preferred customer service platform:

Lightning Console: This feature helps in unifying agent experiences by gathering details from case histories, customer profiles, and dashboards.

Live Agent: This enables a customer to connect to a Service agent in real-time via the web while offering multilingual support. With this, a one-to-one chat is instantly enabled from any device and can be routed easily to subject matter experts.

Communities: The communities provide customers a place to find answers to their queries from like-minded people. Employees and customers are able to help themselves when they are a part of the community.

Knowledge: Agents are able to access and provide the right answers to customer queries with this feature. Agents are also empowered to share information with other channels, which helps them to contribute to the knowledge base.

Service Wave Analytics: This is the first App that brings the power of analytics to the Salesforce service cloud. It enables service managers to keep track of case management, channel optimization, and agent efficiency.

Omni Routing: This feature allows the auto-routing of workload to the available and experienced agent. Administrators are now able to configure Salesforce service cloud to allocate workload based on employee skill set, accessibility, and their ability to manage incoming work. It also ensures that immediate attention is given to high priority work.

Benefits of Using Salesforce Service Cloud

Customer Data Security: Service Cloud uses a multilayer approach to protect sensitive data from getting compromised. As a result, customer data, communication data or any other type of data are entirely safe and secure with the Service cloud platform.

Improves Agent Productivity: With service cloud agents get the flexibility to work from anywhere and on any device. This increases agent productivity and ensures that prompt response to customer queries are provided, which reduces agent overhead costs.

Improved Collaboration: This platform allows teams, departments, clients and the whole business to connect and share information. Agents are able to create solutions that are tailored to resolve customer problems as they are able to receive training based on current trends and policies. With this customer interaction will appear to be spontaneous and natural.

All Customer Data in a Single Place: All customer related data can now be accessed easily from a single place as service cloud houses all the data under one-roof. This varies from case management files to queue handling besides things like pre-built integration apps, integration with legacy systems, routing and escalation.

Final Words:

Salesforce Service Cloud can be leveraged by businesses to provide superior Support to their Clients by providing access to a wide range of tools. Besides ensuring operational efficiency, the platform also helps in improving the brand value of a company. So, make sure you get in touch with an experienced and certified Salesforce partner if you have made up your mind to implement this platform.

About Author

Jaya Ghosh

Jaya is a content marketing professional with more than 10 years of experience into technical writing, creative content writing and digital content development. Her decade long experience lends her the ability to create content for multiple channels and across different technology verticals.

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Being our first time hearing of Salesforce, Yiannis and Mokshith really helped us get our head around what it is and what it's capable of doing. We came to them with many problems we needed solved for our Advocacy Service, and we were able to get an outcome that works great for our needs. Our day-to-day operations have been streamlined by cutting out a lot of back and forth to the students using our service with a tailor-made form that addresses all the information we require upfront, rather than later through many emails. Compared to the system we were using previously, Salesforce and Girikon together, allow us infinite opportunities to improve our service. We are continuing to work with Girikon for other projects our broader business needs and are sure the outcomes will be successful too.

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The team are engaging and knowledgeable of the product. They are capable of providing advice and recommendations for “non-technical” people 😊. The team are responsive and continue to support us on our Salesforce journey, no matter how big or small the question. We look forward to continuing to work with the team.

Katrina Bye, Commercial Operations and International Manager, The Gordon

Girikon has been our trusted Salesforce advisor for 2 years. We needed a partner who really understood our unique challenges, and with their extensive experience in consulting for the not-for-profit sector, Girikon helped us get closer to the finish line.

Jenny Davidson, CEO, Council of Single Mothers and their Children

Girikon was excellent in suggesting and implementing what’s a simple process but actually has a number of underlying processes that we now use to better forecast and report over time. If I were to say, there’s probably Agile project management at its finest.

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As we were the first higher education institution in our region to adopt the EDA with the Student Success Hub (SSH), there was a lengthy scoping phase for this project. Girikon were excellent in assisting us with discovering our needs and how Salesforce could meet and exceed those needs.

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Girikon's attention to detail and willingness to find integrated solutions with our existing platforms was outstanding. The level of resources they provided to the engagement always made us feel prioritized as a client and kept the project on track. Overall it was the quality and level of project management that stood out across the engagement to make it so successful.

Bevan Nicholson, CEO, Hendry

Our experience with the Girikon team has been fantastic. They helped us develop a custom Salesforce solution to integrate our new website with Salesforce, right before the launch of one of our major annual-giving campaigns. They helped us develop a custom API to integrate our new website with Salesforce, set up our campaigns and streamlined the overall campaign and donor management process. As a small not-for-profit with limited resources, Girikon has become our go-to Salesforce partner. Thanks Girikon!

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Thanks so much to everyone on the team for getting Phase 2A completed on schedule.

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I couldn't be more thrilled to work with such a terrific group of people, and I'm looking forward to working with you on the next 2 phases of the project!

With many thanks,

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John Mitchell, CEO Delta Gymnastics Group.

“Outstanding Communication”

Jack Socratous, National Product Support, Training & Marketing Mgr, Komatsu Forklift Australia Pty Ltd

It was an absolute pleasure working with Girikon. In all the projects undertaken from us, they have been very helpful in building solutions for our ORG. Also, they have very competitive prices. We Will definitely hire them again for any future projects.

Ali Abbas, Salesforce Administrator, Melbourne Market Authority

Short term initial engagement with real benefits from the product and solutions scoped and delivered. Good experience with an educated & passionate Salesforce implementation partner.

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The team at Girikon were knowledgeable with Salesforce, it's limitations and how best to leverage the resources available to achieve the best outcome. Engagement was flexible and the team continue to support our business.

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Girikon team are professional, knowledgeable with Salesforce product and meet objectives in a timely manner. They are a pleasure to work with..

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The team at Girikon, they were very professional and detailed in every way! They spent a good amount of time identifying our scope and meticulously understanding our processes before we wrote a single line of code. When they presented a schedule, they stuck to it and the after development support has been top-notch. The Devs have great personalities and I have enjoyed spending time with them building the structure that supports my business. These guys are the best and we already have additional work slated to do with them. We have found a partner for life in Girikon!

Daniel Gourley President – 5WM

From day one, I noticed several differences between Girikon and the previous firms we had worked with. The major difference was the daily communication. I was not only able to jump on a phone call once a day to answer any questions, bounce my ideas to the team and receive progress updates, but also received a daily progress report with upcoming work items.

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Mark Homer, CEO, GNGF

We have been extremely impressed with all of our projects with Girikon. They have helped streamline our internal processes, and made our daily work environment a better place to be. Our work together has reduced the amount of tedious “plug-and-chug” work, helped us to innovate new processes, and allowed us to focus on helping our clients.

Joe Brodar, Development Strategist, GNGF

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