On July 27, 2017 Salesforce announced the availability of an update to their customer service platform Service Cloud. According to Keith Pearce, VP Marketing, Service Cloud, differentiation in customer service is no more a topic within industries, but across industries. Today, customer service in companies competes against the impression gained in another industry, telco vs. banking, vs airline, vs. … you get the picture.
Consequently, prevailing agencies are targeting 3 regions:
- platform
- productivity
- mobile
However, this recognition can potentially slow down these agencies because of the fact they normally include trade-offs, like scalability vs. Speed of deployment, ease of use vs. Complete statistics, or mobility for clients vs. Mobility for sellers.
Salesforce desires to address these alternate-offs with this launch through approach of making the answer very easy to installation, simpler to personalize and beautify, simpler to apply and subsequently by means of supplying a today's cellular app for marketers and supervisors.
There is a scripted installation that we could admins set up a usable utility in a quick time; Salesforce speaks of less than within the destiny. A problem library enables in effects which include applicable functionality through drag and drop in a easy software program builder. Of course there are additional additives and programs available through the AppExchange marketplace location.
Agents might be made extra effective by means of a clean Kanban-fashion UI, a device called Community360 that allows in surfacing network content material that a person reviewed in advance than logging an incident, a federated are searching for this is able to looking across open seek well suited vendors, and the potential for dealers to script obligations.
Lastly, there is a modern-day mobile app for dealers and supervisors.
Here is the complete announcement in case you do not want to follow the link above. Alternatively you can directly continue with my take on this release.
Salesforce Delivers the Next Generation of the World?S #1 Customer Service Platform
With the state-of-the-art Service Cloud, built on the Salesforce Lightning element framework, companies can set up a customizable, modern-day customer service platform in a unmarried day
New Service Console upgrades enhance agent productivity, making it less hard for organizations to provide personalized, differentiated customer service
New Service Cloud Mobile app we ought to entrepreneurs manipulate and clear up cases on every occasion, everywhere
SAN FRANCISCO?July 27, 2017?Salesforce [NYSE: CRM], the worldwide leader in CRM, these days brought the subsequent technology of Service Cloud, the primary customer service platform. Built on the Salesforce Lightning issue-primarily based framework, groups can without difficulty configure and set-up Service Cloud for their organizations in less than a day. With Lightning-Ready companion apps and Lightning App Builder for Service, companies can effortlessly personalize and expand Service Cloud. In addition, a new Lightning Service Console adds numerous new capabilities that decorate agent productivity, and a brand new Service Cloud Mobile app empowers sellers to offer terrific customer service from everywhere. And with Salesforce?S interactive reading platform, Trailhead, each person can research free of price a manner to install and personalize Service Cloud.
The new Service Cloud addresses the wishes of in recent times?S consumer, who an increasing number of expect provider reviews which might be rapid, personalized and available thru their desired channels. Yet, many groups these days battle to offer cutting-edge, personalised customer support. Established organizations regularly have inflexible, legacy customer support structures, making it hard and expensive to decorate gift assist channels or upload new ones. Smaller agencies are regularly forced to make trade-offs among choosing a light-weight helpdesk for his or her immediately desires, instead of an progressed solution that can scale for future boom.
Introducing the Next Generation of Service Cloud
Service Cloud offers any organisation, regardless of size, with a flexible, modern customer support platform that is quick to set-up, smooth to observe and may be custom designed to satisfy their needs nowadays and within the destiny. New innovations for Service Cloud consist of:
? Service Out-of-the-Box shall we groups construct a modern customer support center in a unmarried day. Case control is now pre-constructed into Service Cloud, and a new streamlined set-up experience simplifies the steps had to set up important provider flows?With clicks, not code. Service admins can add a customer community and data base, in addition to connect with email, Facebook and Twitter feeds?Some in as low as 5 steps. And wIth Trailhead, Salesforce?S on-line, gamified studying platform, all and sundry can take one of the 20 loose, guided modules to learn how to installation, configure and customise Service Cloud.
· AppExchange and Lightning App Builder for Service provide customer service teams with an easy way to customize and extend Service Cloud. Using the Lightning App Builder, companies can extend functionality by simply dragging-and-dropping one of the new service Lightning Components--such as the knowledge sidebar or related record--into Service Cloud. Companies can further extend Service Cloud functionality with more than 75 Lightning-Ready service partner apps available today on the AppExchange, the world’s largest business app marketplace. Among the service apps available today are telephony and call center management capabilities from Dialpad, NewVoiceMedia and Talkdesk; IoT asset tracking and mapping from MapAnything Live; and patient education from Healthwise.
? Lightning Service Console, the unified computing device experience for customer service sellers, consists of severa new talents to maximize productivity and pace so sellers can offer higher patron evaluations and remedy instances faster.
O Case Kanban offers a visible dashboard of instances in queue so dealers can greater efficiently triage instances and prioritize their time.
O Community Agent 360 gives the agent useful context, surfacing a patron?S community statistics and showing if the patron lately viewed or created content cloth, together with a reading a network article or posting a remark.
O Federated Search allows an agent quick find facts across Salesforce and outside data assets collectively with Confluence, YouTube, Dropbox and Box.
O Macro Builder shall we sellers speedy create reusable macros for specific customer service scenarios that marketers can without issue install if the issue arises once more.
· Service Cloud Mobile app for iOS and Android will empower agents to provide personalized customer service from anywhere. With the new native mobile app, employees will be able to triage, manage and resolve cases while in meetings or on-the-go. Push notifications will help keep agents up to date on the status of their cases, making it easier for them to provide customers with fast, responsive service.
Comments on the News:
? ?Service Cloud is the marketplace chief due to our superb tune report of innovation,? Stated Mike Rosenbaum, EVP, CRM Apps, Salesforce. ?The flexibility of Salesforce Lightning and the Service Cloud platform allows us to move speedy and ruin down technological obstacles, so our customers can consciousness on what subjects most for them?Handing over in truth differentiated company to their clients.?
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About Service Cloud
Service Cloud, the world’s #1 customer service platform, enables companies to transform the customer and agent experience with an AI-powered, agile platform built for the modern era. Whether engaging customers via messaging, video, communities, web chat, in-app, email, phone or even communicating directly with IoT-connected products, Service Cloud helps leading brands use service as a competitive advantage by delivering personalized, connected customer service experiences across every channel and adapting service operations to business needs quickly. Companies that have deployed Service Cloud have seen an average of 31 percent faster case resolution, an average of 28 percent increase in agent productivity, an average of 26 percent increase in customer retention, an average of 22 percent decrease in support costs, and an average of 35 percent increase in customer satisfaction, according to a third-party research report sponsored by Salesforce. Salesforce has been recognized as a leader for nine consecutive years in the Gartner Magic Quadrant for CRM Customer Engagement Center.
Additional Information
· To learn more about Service Cloud please visit: https://www.salesforce.com/products/service-cloud/features/service-agent-console/
· Discover how Service Cloud can help companies deliver personalized service to their customers via Trailhead: https://trailhead.salesforce.com/trail/service_cloud
Connect with Salesforce
· Like Salesforce on Facebook http://facebook.com/salesforce
· Follow @salesforce and @servicecloud on Twitter
About Salesforce
Salesforce, the Customer Success Platform and world's #1 CRM, empowers companies to connect with their customers in a whole new way. For more information about Salesforce (NYSE: CRM), visit: www.salesforce.com.
Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase Salesforce applications should make their purchase decisions based upon features that are currently available. Salesforce has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol “CRM.” For more information please visit http://www.salesforce.com, or call 1-800-NO-SOFTWARE.
My Take
This release mainly focuses more on agent experience than on customer experience. It delivers a number of useful improvements of the Service Cloud. I particularly like the Service-Out-Of-The-Box capability that helps in easily setting up a working environment. To me it seems very similar to Amazon’s Cloud Connect that can get setup with a few clicks only, but goes beyond it with its customizing and enhancement abilities. In combination with attractive pricing (of which I don’t know whether it is there or not) this has the potential of making Salesforce Service Cloud more attractive for smaller companies again. Still it needs some more steps, e.g. in facilitating an Einstein-supported routing of inbound service requests via its contents instead of having one email address per queue (topic).
The second very useful feature is Community360 that gives context to the agent the moment a recognized user calls in. With this agents do know what the user looked at and can get into a more focused research right away. Unluckily at this time it requires the customer to be logged in to properly match the calling customer to the corresponding search history.
As useful as federated search is – this is ability probably long overdue, although there are admittedly complexities in the management of authorizations when searching across corporate document repositories.
The mobile app to me is a kind of round off. One simply needs to have a mobile app nowadays, but the added benefit for most organizations is limited due to its limited screen real estate. In my mind it should not get overvalued outside notifying managers or escalation contacts to get back to their screens or help a struggling agent. Smaller organizations or ambitious agents might use it to go the extra mile outside office, but it cannot be the main tool.
Overall I think that Salesforce brought some well thought through enhancements that can add value to businesses. On the concern side, some of them seem half baked but are paving the way for future improvements.
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