Meet Salesforce Service Cloud: a complete solution for customer management
Posted: Thu Feb 20, 2025 4:47 am
Investing in customer relationship management has never been more important, according to McKinsey’s 2022 State of Customer Care survey . Respondents’ top priorities include retaining and developing top talent, driving a streamlined customer experience while reducing call volumes and costs, and building digital service ecosystems and advanced analytics.
Rising demand for service is putting pressure on companies’ current capabilities, with 61% of service leaders reporting an increase in total calls, driven by more contacts per customer and an expanding customer base.
The scenario is challenging, but there are tools that can facilitate customer success and consistent after-sales service. In this content, we will show you how to enhance your customer relationship with Salesforce.
Why is it important to have a CS area in your company?
Customer Success (CS) professionals are responsible for ensuring that customers get the most value from the products or services they purchase. From an inside view of the company, the way it operates and the possibilities that its solutions offer can be very clear.
For the customer, it can be quite challenging to figure out Malaysia telegram data how to perform specific actions on their own, whether due to lack of time or technical knowledge.
The need for support may arise most strongly at the time of product or solution implementation – one of the biggest causes of poor product or service use by customers. But the entire life cycle of each customer needs to be closely monitored if the goal is to increase loyalty.
Anticipating needs, promoting an ongoing and positive relationship, and ensuring that expectations are met or exceeded are among the responsibilities of the CS area, directly impacting the customer experience during the stages and post-delivery.
Impacts of efficient customer management
Proactive and personalized service addresses customer needs and problems before they become critical, which directly impacts the reduction of churn (cancellation rate).
When a company provides ongoing support, resolves issues quickly, and demonstrates a genuine commitment to customer success, it reduces the likelihood of dissatisfied customers canceling projects, abandoning subscriptions, and more.
A well-structured customer service process also allows you to identify and explore upsell and cross-sell opportunities, increasing revenue. Another impact of maintaining an efficient communication channel is gaining valuable insights to improve products and services or create innovative and complementary solutions.
According to a survey by Foundever , 80% of customers value the experience they have with companies more than the products and services they purchase. Therefore, investing in a CRM platform focused on customer service and technical support is a way to ensure that no request goes unanswered and every opportunity is well taken advantage of.
What is Salesforce Service Cloud?
Salesforce Service Cloud is an advanced customer service platform. It is a set of tools for case management, knowledge base creation and access, omni-channel support, process automation, and data analysis. In other words, everything a company needs to offer comprehensive, effective, and cohesive support.
With Service Cloud, you can meet customer needs across multiple channels: email, phone, messaging apps, Experience Cloud websites, chat, and SMS. The platform helps you increase productivity, speed up case resolution, and ultimately improve customer satisfaction.
Another feature present in Service Cloud is the agent screen, which we call the console. This tool transforms the routine of the CS team, as it has an integrated interface that offers support professionals a unified view of customer information.
In addition to having intuitive tools and optimized workflows, it is a way to ensure more accurate and immediate resolutions, even remotely.
Is it possible to use AI in Service Cloud?
Yes, you can use artificial intelligence (AI) in Salesforce Service Cloud to improve customer service and increase agent efficiency. The platform integrates Einstein Service Replies, which allows you to generate automatic responses for channels such as SMS and WhatsApp, for example.
This feature analyzes conversations in real time and provides responses based on the messages exchanged or data from the company’s knowledge base. Agents can send these responses with a single click or adjust them according to the specific situation.
Rising demand for service is putting pressure on companies’ current capabilities, with 61% of service leaders reporting an increase in total calls, driven by more contacts per customer and an expanding customer base.
The scenario is challenging, but there are tools that can facilitate customer success and consistent after-sales service. In this content, we will show you how to enhance your customer relationship with Salesforce.
Why is it important to have a CS area in your company?
Customer Success (CS) professionals are responsible for ensuring that customers get the most value from the products or services they purchase. From an inside view of the company, the way it operates and the possibilities that its solutions offer can be very clear.
For the customer, it can be quite challenging to figure out Malaysia telegram data how to perform specific actions on their own, whether due to lack of time or technical knowledge.
The need for support may arise most strongly at the time of product or solution implementation – one of the biggest causes of poor product or service use by customers. But the entire life cycle of each customer needs to be closely monitored if the goal is to increase loyalty.
Anticipating needs, promoting an ongoing and positive relationship, and ensuring that expectations are met or exceeded are among the responsibilities of the CS area, directly impacting the customer experience during the stages and post-delivery.
Impacts of efficient customer management
Proactive and personalized service addresses customer needs and problems before they become critical, which directly impacts the reduction of churn (cancellation rate).
When a company provides ongoing support, resolves issues quickly, and demonstrates a genuine commitment to customer success, it reduces the likelihood of dissatisfied customers canceling projects, abandoning subscriptions, and more.
A well-structured customer service process also allows you to identify and explore upsell and cross-sell opportunities, increasing revenue. Another impact of maintaining an efficient communication channel is gaining valuable insights to improve products and services or create innovative and complementary solutions.
According to a survey by Foundever , 80% of customers value the experience they have with companies more than the products and services they purchase. Therefore, investing in a CRM platform focused on customer service and technical support is a way to ensure that no request goes unanswered and every opportunity is well taken advantage of.
What is Salesforce Service Cloud?
Salesforce Service Cloud is an advanced customer service platform. It is a set of tools for case management, knowledge base creation and access, omni-channel support, process automation, and data analysis. In other words, everything a company needs to offer comprehensive, effective, and cohesive support.
With Service Cloud, you can meet customer needs across multiple channels: email, phone, messaging apps, Experience Cloud websites, chat, and SMS. The platform helps you increase productivity, speed up case resolution, and ultimately improve customer satisfaction.
Another feature present in Service Cloud is the agent screen, which we call the console. This tool transforms the routine of the CS team, as it has an integrated interface that offers support professionals a unified view of customer information.
In addition to having intuitive tools and optimized workflows, it is a way to ensure more accurate and immediate resolutions, even remotely.
Is it possible to use AI in Service Cloud?
Yes, you can use artificial intelligence (AI) in Salesforce Service Cloud to improve customer service and increase agent efficiency. The platform integrates Einstein Service Replies, which allows you to generate automatic responses for channels such as SMS and WhatsApp, for example.
This feature analyzes conversations in real time and provides responses based on the messages exchanged or data from the company’s knowledge base. Agents can send these responses with a single click or adjust them according to the specific situation.