The fundamentals of customer service have remained the same—solving a customer’s issue in the best and quickest way possible. But the way you do that depends on your ability to adapt to the many options that online customer support offers. When you bought Service Cloud, the idea was to ensure that your company has great and efficient customer service. To help you with that, here is a list of Salesforce Integrations for Service teams to make sure that you’re constantly improving your customer service processes.
The first article in this series was on Salesforce Integrations for Sales Teams to help boost sales productivity. Combining that with this, you will have a package of tools to manage and maintain a well organized Salesforce so that all your teams function in the most efficient way possible.
Let’s begin at ground zero. Despite having a smart case management system, don’t you rack your brains and race against the clock to increase the number of tickets solved or handled per hour?
As the number of your customers increase, the number of cases or tickets will increase too. Here are a few Salesforce Integrations for Service Teams to help customers have a better experience.
“Wait for your turn.”
Nobody likes to wait. Especially disgruntled customers who need answers to their issues. Here’s a graph of First Reply Time vs Customer Satisfaction mapped by the hour.
The idea is to, obviously, reduce the grey and increase the green. Measuring the time your Agents take to respond to the cases can help you understand and improve the effectiveness of your support.
Salesforce Integrations for Service Teams like Case Flags and Case Age In Business Hours give you insights on how much time Agents are spending on a case and monitor your organization’s response times.
Case Flags uses color-coded flags which can be customized to depict the number of hours that has elapsed since the request came in. It’s a native app on Salesforce that helps your team visualize the processes and provides real-time visibility to all the cases that require responses. You can measure the Case lifecycle metrics with Reports and Dashboards.
This is a free tool by Salesforce Labs. It enables reporting on the time that a case has spent with support. The “Stop Statuses” features lets you create custom names for your Case status like “Awaiting Customer Response” or “On Hold” or anything you want. Depending on what status a Case spends in, you’ll get insights on two important time features – Time With Customer and Time With Support.
You could not only be offering multiple support channels like email and calls, customers themselves have access to a host of technology and applications at their disposal to barrage you with queries from all directions—from live chat to Twitter to Facebook and more. Making sure that you are where your customers are, monitoring and providing customer support across all the channels is becoming increasingly important.
Social25 is a Salesforce Integration for Service teams that helps Agents engage with customers in real-time on their preferred social channel. It’s an omnichannel chat application that allows you to have multiple conversations with your customers on their preferred social channels such as SMS, Line, WhatsApp, Facebook Messenger, Kik, Twitter DM, and Telegram. A new sidebar appears in your Service Cloud that has an interface for live chat channels through which Agents can interact with the customers.
Five9 is an omnichannel cloud contact center that helps effectively prioritize and route calls and voicemails to the right agent at the right time. It has the ability to categorize call interactions based on the sentiment as detected by its Connect Natural Language Processing feature helping agents prioritize and determine the best action for every call. Five9 integrates with the Salesforce Sales and Service Clouds and provides agents with the customer profile, sentiment, persona, and next best action capabilities enabling omnichannel customer service and sales.
Live chat integrations like SnapEngage and Salesforce Service Cloud’s own Live Agent enables you to offer personalized, real-time help online or in your apps and help deflect phone calls and reduce ticket volume.
Now that you have all the getting chatty apps set up, let’s see how you can help customers help themselves before they even come to you.
The simplest example for this, as quoted in the article below, is about how you checked into the flight the last time you flew somewhere. Did you use the airline’s website or their self-service portal in the airport kiosk to choose your seat and print your boarding pass? Or did you wait in line for the human to help you? Most people would be doing the former.
Similarly, your customers, a whopping 81% of them across industries, want to find the solutions themselves before approaching a live representative or wait for an email response to resolve their issues.
Salesforce integrations for Service Teams like Inbenta, Helpshift, and Service Cloud Mobile Self-Service offer a knowledge management system that pulls your site or product content, FAQs, media, and other resources to deliver relevant search results to the customers.
For mobile apps, Helpshift and Salesforce Labs Service Cloud Mobile Self-Service (which is a free app) delivers in-app customer support.
Inbenta NLP uses AI to provide accurate search solutions for customer support, e-commerce and chatbots to drive better customer experience, satisfaction, and deflect potential support tickets. With Inbenta’s detailed search analytics, you can identify search trends, determine new unanswered questions that need to be created in your knowledge base, track progress and performance, and optimize the customer journey to simplify the search process.
Helpshift’s SensAI technology offers powerful AI and Bot capabilities across the entire support platform. Using this, you can reduce your support team’s workload and deflect high-cost agent interactions with self-service. They have a host of features geared towards AI and automation like auto responses based on keywords, FAQ question display based on keywords, time-based automation and more. It integrates with your mobile app to provide in-app mobile support to the customers. This includes displaying FAQs, starting chats or sending emails.
For in-app self-help, Whatfix provides a step-by-step guidance system that allows users to perform any task from start to end successfully. This will reduce user confusion and help them understand your product better. With real-time contextual support, your ticket volume reduces considerably and users don’t have to wait for long periods of time to resolve their queries.
Whatfix’s technical help solutions can also be used across multiple touchpoints like email, chat or social media to respond to customer queries. Whatfix also integrates with other support applications and knowledge bases to deliver a seamless user experience.
Coming to the scenario when your service technicians are on the field and need customer information. The next section talks about that.
Coordinating and managing a team of service agents on the field isn’t an easy task. Salesforce recognized this and came out with Field Service Lightning which lets customer service teams delegate work to field service technicians and monitor them and lets the latter access customer records in the field from within Salesforce.
If you are looking for more Field Service Management apps that integrate with Salesforce, there’s ServiceMax and Field Point.
Before Salesforce’s Field Service Lightning, everyone who needed to deliver on-site service largely would use ServiceMax. It has a complete set of field service business processes, including work order management, entitlements and pricing, parts and trunk stock management, installed base management and invoicing.
Fieldpoint is another field service management solution that focuses on managing work orders, contracts, scheduling mobile resources for companies that have a high call volume and more. You can easily import data from CRM to populate the Fieldpoint database with your existing active customers, contacts, and product. Fieldpoint gives you a complete view of field service directly from within the CRM application so you can view all the customer interactions.
If your customers are happy, your organization makes money. But, how do you find out if they’re happy? More importantly, how do you find out if they’re unhappy and why?
Customer feedback goes a long way both for you and your customers. Customers feel more valued that their opinions are being heard and you gain valuable insight into what is working well for you and what isn’t.
Survey apps like SurveyMonkey and SurveyGizmo are Salesforce Integrations for Service teams to automate customer feedback collection & follow-up.
With SurveyMonkey integrated with your Service Cloud, you can send surveys directly from Salesforce, sync responses to any object, analyze responses, and take action in real time all within Salesforce. You can also automate your follow-up based on the customer feedback. The surveys can be automatically triggered depending on the customer action.
This is another customer feedback tool that integrates with Service Cloud. Using this, you can push all the data collected in a survey automatically to Salesforce to create and update the lead profiles. To ensure that you aren’t asking the same customer the same question, again and again, SurveyGizmo pulls customer profile information when you’re sending out a survey.
Nobody likes waiting for hours, days, or weeks to have their problems resolved. But the fact is that every organization deals with a paralyzing number of support tickets. These Salesforce Integrations for Service teams aim to reduce that number by managing case resolving time, opening up multiple support channels, contextual self-service help, and gathering feedback from the customers.
And to quote you back to you, “Hope I helped you today!”