With service organizations eagerly looking to leverage AI and Automation to meet soaring customer expectations, Salesforce has launched a new comprehensive set of tools in its Contact Center Solution that delivers proactive and personalized service across all channels.
This means that companies using Service Cloud can now provide better customer experiences with reduced resolution time and personalized services by leveraging the new innovations in Salesforce Contact Center Solution while saving an average of 27% on service costs.
Let’s know more about these capabilities:
What's new in Salesforce Contact Center?
The new Salesforce Contact Center Solution aims to transform your service center operations. It helps agents utilize real-time data from self-service channels or automated bots to get a unified view of customers and deliver seamless connected customer experiences at scale.
Here is a snapshot of these new capabilities:
Einstein Conversation Insights
An out-of-the-box feature powered by Einstein AI helps agents flag crucial interactions for deciding the best actions in real-time and identify conversation trends. This feature will be generally available from February 2023.
Service Cloud Voice
Natively integrated within the Service Cloud Console, this feature helps agents answer calls and provide personalized resolutions faster.
Feedback Management
With this feature, agents can gather real-time customer feedback leveraging the surveys inbuilt into the Service Cloud platform.
Digital Engagement
Service contact centers can connect with customers through this feature on their preferred channels, such as web, mobile, WhatsApp, or Facebook Messenger.
Shift Scheduling and Omni Routing
With Shift scheduling, agents can adjust schedules as per the demand. This feature can currently be added manually in the Contact Center Solution. While with Omni routing, agents can route the right query to the right agents irrespective of the channel.
Self-Service
With self-help pages and AI-powered bots, customers can find quick resolutions to their queries, thereby reducing the workload on the agents.
Benefits of these tools across various service industries
Service teams leveraging Service Cloud can now do more with less by leveraging AI, Automation, and real-time data to deliver to customers whenever and wherever they want.
Industries benefitting from this solution are
- Healthcare Services: Can utilize the updated real-time data to offer the best care to their patients.
- Financial Services: Guide the customers to the right department through the Omni Routing feature while enabling customers to solve multiple queries in a single engagement with real-time automation at the same time.
- Communication Services: Can reach out to customers to solve critical issues and offer recommendations proactively based on customer data obtained by AI and automation.
Wrap Up
And that’s a wrap! We hope we enjoyed this latest Salesforce update as much as we enjoyed sharing it with you. Stay connected for more such news, and feel free to contact us if you need help implementing Service Cloud into your business.
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