Salesforce service cloud implementation is a powerful platform of tools, apps, and workflows, to help you serve your customers. Service Cloud helps your businesses to personalize customer services and enhance customer experience. It provides you with all customer information and helps you leverage the information to accentuate engagements across all channels – email, chat, phone, and more.
Also Read: A Quick Guide to Salesforce Service Cloud
Customer Experience Is The Deal Breaker
Customer experience has emerged as one of the keys to business success and customer loyalty. Your customers are ready to pay a premium for personalized experiences. But are also ready to shift to another company for better experiences. Salesforce service cloud helps you to drive your customer services and offer outstanding experiences to your customers to influence, engage and retain them.
Best Practices In Salesforce Service Cloud Implementation
Salesforce service cloud implementation can be tricky and overwhelming for some organizations. A best-practice-driven approach will help you successfully implement service cloud and mitigate risks associated with it. Here are some of the key best practices to help you in your service cloud implementation project-
1. Understand your needs
It is surprising to see that so many projects don’t start with the basics of understanding the needs behind implementing Service Cloud. You may want to implement a service cloud to improve your customer experience but that needs to be broken down into specifics of what, why, and how.
2. Understand your existing processes
Another key but often overlooked step. Service Cloud will have a huge impact on your existing processes. So, it is important for the business to understand the existing processes, assess the impact of implementation, and prepare a plan to handle it.
3. Build a cross-functional team
Service cloud implementation may look related to only the customer service department. But your larger goal is to leverage it to offer exceptional customer service and satisfaction. And that’s an enterprise-wide responsibility and requires collaboration across all departments. So, build a team involving people from all departments and seek inputs from them.
4. Understand features of service cloud
The implementation team must have a solid understanding of the cloud, how it works, and what it offers so as to align it with the needs of the organization. Many organizations have struggled to utilize the full potential of service cloud and hence failed to realize high RoI from their investments.
5. Empower your agents with Service Console
Agents are key to success of any customer experience program. You can empower them with the right tools and information by using the service console effectively. Service Cloud offers out-of-the-box to streamline your customer support processes and optimize agent productivity. The Service Cloud Console provides an agent a complete view of all his cases and related information. The computer telephony integration (CTI) automatically presents a pop-up displaying the customer’s information to your agent. You can also route customer inquiries to specific agents based on their skill set, language proficiency, or location knowledge to speed up issue resolution and keep your customers happier.
We Can Help!
In case you’re facing difficulties in implementing the Salesforce service cloud or lack technical expertise internally to implement the cloud then our team can help you. We’re a Salesforce Gold Consulting & Product Development Partner with experience working in 500+ projects. Our certified Salesforce consultants can not only help you in implementing service cloud but also in customization, integration with other 3rd party systems, and post-deployment support.