5 Salesforce Service Cloud Use Cases

Service Cloud is the world’s leading customer service platform, helping your team provide attentive and effective customer support 24/7. Service Cloud hosts your data in the cloud so it’s available anywhere in the world and automates tasks so your team can stay focused on meeting customer needs. But what exactly can it do, and how can it add value to your business?

Customer service is a critical part of business as it underpins every stage of your sales funnel and brand post-purchase. In this article, we’ll walk you through some examples of the most common Salesforce Service Cloud use cases we have come across, and how they can benefit your business. 

  1. Expand your reach to customers
  2. Standardise your customer service quality
  3. Tackle the most important problems
  4. Work more efficiently
  5. Integrate with data across your organisation

1) Expand your reach to customers

The average person has around eight social media accounts, and younger consumers are more diverse than ever. Consumers typically expect a response within 60 minutes, so the burden on service teams is high. In combination with more traditional customer service channels like phones, email and web chats, businesses are spread thin just to keep up. 

Fortunately, Service Cloud can help your business increase its availability by centralising your service presence on one dashboard. Thanks to Service Cloud’s omni-channel feature, your teams can focus on providing high-quality customer service, rather than being caught up in refreshing tabs or managing multiple accounts.

As a result, you can cultivate a highly positive brand image as a responsive business that cares about customer service and post-purchase support. 

2) Standardise your customer service quality

Every business wants to give their customers that ‘warm fuzzy’ feeling. It’s why firms train staff on tone of voice and IT teams deliver data-driven personalised experiences. If you’d like to make the process a little easier, Service Cloud can help.

Service Cloud allows you to create templates across various customer scenarios. For example, if a customer opens a dialogue with one of your team members, you can send them a custom response with ETAs on response time to help manage their expectations. Service Cloud also integrates with other Salesforce tools like Einstein and applies natural language processing to preempt customer messages and provide links to more information where relevant.

Steps like these help raise the standard of your customer service, without stretching your team’s resources more and saving time and effort along the way. 

3) Tackle the most important problems

There’s no experience more frustrating for customers than having to repeat their questions or issue over and over again. Whether it’s being routed to the wrong department or teams not communicating at handover stages, the end result is the same: unhappy customers.

How can you ensure cases are routed to the right staff member first time, every time?

Service Cloud’s smart case management feature allows you to streamline initial assessments and escalate customers with more pressing issues. Important cases are flagged automatically and assigned more urgency. In turn, your teams can understand their priorities better and focus their efforts on the most important customer issues.

Overall, Service Cloud can help you decrease your resolution time and increase customer satisfaction in one fell swoop.

4) Work more efficiently

Service Cloud doesn’t just automate processes on the customer side, it also works internally to help your staff. 

Tools like service analytics, macro automation and Einstein AI can help your team work more intelligently within your organisation. Powerful AI algorithms develop over time by learning from teams’ behaviours and offer just-in-time recommendations to improve efficiency. 

At their most basic, these tools can reduce your teams’ admin burden in between cases. However, you can go even further and uncover data-led insights to target more chronic issues within your business and free up talent for other projects.

Combined, these Service Cloud features ensure you can work efficiently at scale while improving your standards at the same time.

5) Integrate with data across your organisation

Service Cloud is but one software provided by Salesforce, and the true power of each is only available when they work together.

Service Cloud automatically integrates with Sales Cloud and Marketing Cloud, so you can get a complete 360º view of your customer. But it doesn’t stop there. Other Salesforce software packages can help bridge the gap in other areas in your business. For example, MuleSoft can help you integrate your website with Service Cloud and launch a knowledge base to answer customer queries before they even know they have them. 

If you’re considering exploring Salesforce or expanding your existing usage, now couldn’t be a better time. 

Enhance your customer service quality with Salesforce Service Cloud

Service Cloud simplifies customer interactions while keeping pace with the growing frontier of customer expectations. By centralising customer enquiry channels and automating workflows, Service Cloud offers businesses a powerful platform to operate efficiently in the modern business environment. 

Use our summary of Salesforce Service Cloud use cases above and apply them to your business and learn more about implementing Service Cloud in our dedicated guide.

Discover more Salesforce Service Cloud use cases with makepositive

makepositive is a Platinum Salesforce Partner with a team of Service Cloud experts. We can help you elevate the full potential of your customer experience and efficiency using our Service Cloud Accelerator programme.

We can help you establish everything from core Service Cloud channels to fully automated workflows and AI-derived insights.

Get in touch with us at [email protected] and learn where Service Cloud and other Salesforce solutions can take your business.

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