Are you looking for a comprehensive solution for your business’s customer service needs?
Over 150,000 companies trust Salesforce with their customer relationship management (CRM). This makes Salesforce the #1 CRM applications provider worldwide.
Their Service Cloud application provides teams with the tools needed for customer support. The interface also features useful dashboards for the management of support requests. It also allows customers to use email, chat, and social media to contact your company.
Yet Salesforce isn’t the perfect solution for every company. Keep reading to learn about the advantages and limitations of Salesforce Service Cloud.
The Advantages of Salesforce Service Cloud
Salesforce hasn’t become the leading provider of CRM solutions without reason. Service Cloud is a complete solution for connecting service agents with their customers. We will cover the most valuable benefits of the customer service application here.
User-Friendly Interfaces
Service Cloud features customizable interfaces for various roles. For example, service agents use dashboards and analytics tools to help solve customers’ service requests. Service agents also have a console for handling many service tickets simultaneously.
Service Cloud also makes it easy to create email campaigns. This can help customers learn more about your products.
Automation for Quicker Responses
Service Cloud features Einstein Bots, which assist your customers with common queries. This AI provides your customers with near-instant answers. It also frees customer service agents to focus on requests that need their expertise.
The application also directs service requests to teams based on skills or availability. Automation also assists with your team’s workflows and even provides email templates.
Round-the-Clock Support
Unlike traditional customer support, Service Cloud is available to customers 24/7. Customers can chat to the Einstein Bots any time they have a question.
Customers can also create service requests from different channels. The application accepts requests while your service agents are not in the office.
Service Cloud also includes self-help portals and knowledge sources for common queries.
The Limitations of Salesforce Service Cloud
Service Cloud is the best customer service solution for many companies. Yet, this application does have some drawbacks. The below might be dealbreakers for you and your company.
Can Be Expensive
Service Cloud can be pricey depending on the option and how many users you plan to license. For example, their enterprise option will cost your company $150 per user per month.
Salesforce does offer cheaper plans with fewer features, though.
Users Might Need Detailed Training
The user interfaces can appear complicated at first, especially if not customized. However, removing irrelevant features for a particular customer service role can simplify the views.
The long list of features also means more training. The new tools and dashboards might overwhelm service agents and supervisors at first.
Is Service Cloud the Right Application for You?
Salesforce Service Cloud is an invaluable tool for many companies. It can quickly and efficiently connect service agents with customers. The built-in automation supports service agents and helps customers help themselves where possible.
The result is quicker responses that help build loyal relationships with companies. Yet, it’s not the best solution for all companies due to the price.
Check out our other articles in the Customer Support section if you enjoyed this.
