Customer Service Gets Social

Take your customer service to the next level. Make your call center social. Empower your customers with self-service capabilities. Assist your customers in the social media channels where they live. Open and close cases in seconds. And transform your customer service network into a Social Enterprise.

Social Contact Center

Here’s everything you need for a productive contact center and happy service agents. Create and track incoming cases from both traditional and social channels. See your customers’ social profiles. Automatically route and escalate cases. And integrate with your telephony or back-office applications. Easy to use. Awesomely powerful.

Case Collaboration - Help agents work together to respond quickly. Salesforce Chatter brings employee social networks into the contact center. In addition to exchanging information about cases and knowledge articles, your team can follow any Salesforce records or custom objects. When a record is changed, the update is posted automatically. And because every record has its own Chatter feed, everyone following that record automatically receives alerts and can immediately post comments or updates.

Service Cloud Console- Get a single customer view. For service agents, quickly finding the right information about customers is critical. With the next-generation console, agents’ screens are optimized to manage social media and case activities with fewer clicks and less scrolling. And a new user interface streamlines the agent experience with tabbed records, so agents can dramatically speed up support, sales, and telemarketing activities without losing context.

Cross Channel Service - Offer flexibility in your service. Whether it’s phone, email, or the Web, your customers want options, so make sure your agents have cross-channel service capabilities.

CTI - Access customer information instantly. Keep agents productive by integrating with your telephony infrastructure. Salesforce CRM integrates with 80 of the most popular phone systems.

Self Service
Increase loyalty, decrease costs. Empower your customers. Let them get case updates and search the knowledge base for themselves. Online, 24/7. With your customers posting, commenting, and validating, crowd-sourcing the best solutions will be faster. And the cost of a happy customer goes down.
Social Customer Service
Deliver answers anywhere. Let questions and comments from social media channels become part of your case queue. Route them through a single hub, and monitor and prioritize conversations by sentiment and influence. Then use insights from their online profiles to deliver better answers faster.
Get answers from every channel. Get accurate answers faster, wherever they live. From Google searches to social media, from business partners to self-service website queries. All making your contact center smarter. And customized to drive the right information to the right people.
Live Agent
Resolve issues faster. Live Agent web chat lets you give customers faster answers. So their cases get quicker resolutions. Pre-integrated with the Service Cloud, there’s nothing to install. Embed Live Agent into your site and start giving your customers instant answers in real time.
Visual Workflow
Streamline process management. Manage any support process. From call scripting and returns, to quotes and resolutions. Even automated approvals for critical processes. Get consistency and speed across every customer-service channel, from the call center to the web, all entirely in the cloud.
Dashboard and Reports
Complete customer insight. No complicated setup, just the customer service metrics that are important to you. In real time. Add new reports and dashboards, or customize existing ones, without calling IT. It’s simple. Just drag and drop.
Collaborate in real time. Your agents can collaborate, share insights, or get input from peers instantly. And every user can fine-tune their feeds to get information from the groups and individuals that matter most to them.
Better email, better service. Take control of your email. Instantly create and assign cases from incoming email—whatever the volume. Now you can give your agents the templates they need to give measured, on-brand responses every time. And track them through to quick resolution from a single console.
Contracts and Entitlements
Track service and win. Lower costs and give every customer the level of service they deserve. Keep tabs on key milestones and metrics. Continuously track progress against service milestones to ensure amazing service.

Take your contact center with you. Keep tabs on your most critical cases. With mobile access to the Service Cloud, you can also get the latest performance metrics anywhere and anytime. And field service apps from the AppExchange let you manage field ops, from scheduling to logistics and more.