Between Live Agent capabilities, Knowledge sidebars and exciting Visualforce components, there are many reasons to embrace the loaded Salesforce console for Service Cloud. Not quite there yet? Do you need buy-in from decision-makers who don’t quite understand the value and incredible positive impact the console will have on both agent and customer experiences? Or, if you are new to the concept of the Salesforce console, you may not yet understand the reasons to adopt this Salesforce functionality.
It’s an app that can be customized for either sales reps (Sales Console) or or support agents (Service Console.) On the service side, the basic consoles go a long way to providing agents with information needed to respond to customer service requests. There are additional features that can be loaded into the console, a popular one being Live Agent, to enhance the communication between a company and its end users. Live Agent, a web chat tool, saves agent time and provides for almost instant gratification, in terms of on-demand contact, for customers. Live Agent is a feature available within the service console; in fact, in order to use Live Agent, the service console must be installed in your org.
For efficiency’s sake, agent productivity and company profitability:
1. Salesforce houses all aspects of a customer’s information in one place. However, the service console makes it fast and easy for an agent to view all customer data on one screen – prior cases, ongoing challenges, etc. This improved usability and history-rich view empowers agents to be able to exceed customer expectations with faster response times.
2. With faster access to information and answers, agent productivity is substantially boosted. Console features can be automated to further enhance agent workflow. The result is faster response time, reduced time to resolution and the ability to handle more customer inquiries with fewer agents in less time.
Note on the screenshot below, our service agent has a complete customer view. The console allows the agent to see all activity, including case history, to more efficiently respond to the customer’s support request.
For improved customer experience:
3. At the beginning, middle and end of the day, the user experience – an extraordinary user experience – is paramount. Easy 360 views of client data allow agents to solve problems more quickly, improving customer satisfaction by reducing time to case resolution.
4. Increased communication channels: When Live Agent is enabled, customers have a “chat now” option so they can reach a service agent at the click of a button (in addition to the more traditional email and phone support requests). A bonus for both customer and agent, Live Agent can be configured to automatically create a customer case from live chat so questions and resolutions are saved to provide historical context for future customer interaction.
Want to learn more? If you are headed to Chicago for MidWest Dreamin’ 2016 this week, July 21 & 22, be sure to attend “The Fully Loaded Console: Accelerating Support with Service Cloud,” a presentation by rockstar Director of Internet Creations Salesforce Practice Kelly Wood. Her session is set for Thursday, July 22 at 2 p.m. in Session Hall room 327. Wood is a Certified Salesforce Administrator, Developer, Sales Cloud Consultant and Service Cloud Consultant.
Also, stop by Booth 4 in the Expo Hall to say “hello” to the Internet Creations team and enter for your chance to win a Mophie charger! If you would like to reserve some 1-on-1 time in Chicago with a member of our team to find out how we can help you take your org to the next level of efficiency, click here. Not going to Midwest Dreamin? No problem! Contact us here and we will schedule a private consultation with you at your earliest convenience.