Okay, so what is Customer Service? Well, we know it requires productive communication between both the customer and a business representative….but what else?
Companies provide an open door for their customers (current or potential) to get in touch when they need assistance. Whether representatives are directly replying to customers via phone or email, or clients are utilizing self-service portals, a connection is being made. Yet, keep in mind that there are more important factors than simply solving technical issues. Customer service yields a variety of assets… you just need to know how to recognize and organize them.
In this article, we’ll discuss a few benefits of implementing a healthy flowing process from customer inquiry to overall business improvement, as well as list helpful solutions that Salesforce offers, and AppExchange products that enhance process efficiency.
Using this tool, you can capture information from all social channels in Knowledge Articles and view metrics that will identify trends. You can use the information gathered here to perform any of the above tasks. Based on the nature of the information contained in your Articles, they can be shared internally among Salesforce users within your org, or externally to customers via a Customer or Partner portal. Users can access Article Types, Categorize and Manage Articles, and utilize Articles to solve Cases within Salesforce.
Solutions, an out-of-the-box feature within Salesforce, provides a detailed description of a customer issue and the ultimate resolution of that issue. Solution managers, administrators and users can create, review, and categorize solutions as they see fit. Solutions can also be made available to the public, as well as created from a Case (see info on Cases below). If a specific solution is being viewed internally or externally several times each day – perhaps that is a notification of a product or service that needs updating.
As another useful out-of-the-box feature, Cases provide a description of a customer’s feedback, problem, or question. Customer Service reps can use Cases to track and solve issues and extend customer inquiries to other departments. Like the features listed above, you can quickly create, edit, locate, and view Cases from a tab within Salesforce. This tool helps to gather customer feedback from your company’s website, customer emails, and other channels using features like Web-to-Case and Email-to-Case. Using another tab called Social Conversations, you can view activity from Twitter and Facebook and respond to customer requests from those channels within Cases in Salesforce (new feature in Winter ’12!)
Radian6 is the no. 1 social media monitoring and engagement platform, and it is available as a product within Salesforce. Users like this tool because it allows them to listen, analyze, and engage in conversations with customers across all public social channels on the web. You can measure and evaluate conversations, and respond in real-time.
Note: Also be sure to check out Ideas and Answers, and use Chatter to collaborate across departments on customer inquiries within your Salesforce org!
Salesforce for Twitter and Facebook – by Force.com Labs
Email to Case Premium – by Internet Creations
In order to find success in the realm of all things customer service, businesses should:
• Open the door for conversation
• Listen to customers and prospective customers
• Make conversation
• Collect feedback
• Use this feedback to update internally, create new products/services, improve existing products/services, etc
For more questions about Salesforce, the Service Cloud, or Internet Creations’ Apps to enhance process efficiency, feel free to contact us or respond in the fields below. We love feedback, too!