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How your Salesforce Consulting Partner can Upgrade Customer Service

2019-08-08
By: EvaBraun
Posted in: Technology

Companies involved with customer services love Salesforce Case Management functionality. But how exactly can a Salesforce consulting partner help with customer service? Well, that’s something we are going to explain in this article. You will get familiar with some common case-related problems and will discover their solutions.

 

 

Problem #1. Customer Service Inaccessibility

Malfunctioning product, expected delivery failure, way of speaking, etc. could be the reasons for customer frustration. Resulting in contacting customer services and inevitably being put on hold several times before you get to the person with the right information to solve your issue.

SOLUTION: Salesforce Case Management doesn’t solve this problem. Unexpected, right? However, a part of Salesforce Case Management – Salesforce Service Cloud – offers omni-channel facility. It supports a wide range of channels along with web forms, calls, mobile app chats, web chats, social media (Facebook, Twitter, Sino Weibo, Instagram, Google+), etc. All these are integrated with Salesforce that means you can access all of these features under the single roof. Therefore, no tool switching anymore! 

Problem#2. Losing Case Sight or Unknown Solution

Too many customer complaints raise the chances of forgetting one or two complaints between all these. Moreover, in many cases, the executive might not be able to respond to the customer because their problem is out of their area of expertise. This can lead to a complete inability to help your customer.

SOLUTION: These issues can be solved with automatic case assignment feature of Salesforce.

When a case is opened Cloud triggers assignment rules. The case is further sent either to an agent directly or a team of agents. Then, it’s displayed in case queue related to a particular area.

There are certain case assignment parameters which are:

·         Load

·         Technical competencies

·         Case Priority

·         Customer History

·         Hours of working

·         Region

·         Case thread      

Problem#3. Low Customer & Agent Satisfaction Due to Incorrect Prioritization

Not handling some cases as a priority can make any call center look unprofessional. There are some cases if they don’t get on the spot assistance and solutions can cause more problems. This shrinks customer and agent satisfaction.

SOLUTION: Setting case priority doesn’t help every time. But can your current tools do this automatically? There’s an automatic case priority feature in Salesforce cloud-based on

various criteria. It will help you to choose – case severity, case type, customer importance, customer sentiment, etc.                      

Problem#4. Taking Too much time to Resolve a Case

Customers want solutions quickly. And the fact that the agent is spending more time talking and less time resolving doesn’t amuse them. There could be any reason behind slow delivery of solution: lack of agent responsibility, agent overload, absence of priority, etc. But even if the case load is moderate and the agent is still not able to resolve the problem might have something to do with case escalation mechanism.

 

 

SOLUTION: With Salesforce, if an agent has failed to close a case, an automatic case escalation mechanism will be triggered. This indicates assigning high priority and reassigning of the cases. The true reason behind Salesforce escalation is that most of the

agents are interested in meeting deadlines as it impacts their overall performance and keeping a track of time is crucial. Salesforce does it all automatically. 

To put it briefly, your Salesforce consulting partner can provide promising potential tools for solving case management related problems. If you too want the solution to your customer-related problems and provide them swift case resolution, Salesforce is the place to start.  Contact Salesforce consulting partner's ExistBI for support today.