Customer service is social
Make your call center social. Empower your customers with communities. Deliver service to your customers on the social media channels where they live. Give your agents tools for collaboration. Improve your contact center metrics. And deliver outstanding customer service to improve customer satisfaction and loyalty.
Social Contact Center
Work smarter. All of your cases in one unified agent experience. Create and track. Route and escalate. Fully integrated with your company’s call-center telephony and back-office apps. Your agents will know more, work faster, and work smarter. Across all channels. All the time.
Increase loyalty and decrease costs Empower customers with collaboration. Break down the silos between traditional self-service and peer-to-peer service. With communities, give customers one place to go to get the answer they need. Seamless escalation to the contact center makes communities your first line of support.
Social Customer Service
Deliver answers anywhere. Let questions and comments from social media channels become part of your case queue. Route them through a single hub, and monitor and prioritize conversations by sentiment and influence. Then use insights from their online profiles to deliver better answers faster.
Get answers from every channel. Get accurate answers faster, wherever they live. From Google searches to social media, from business partners to self-service website queries. All making your contact center smarter. And customized to drive the right information to the right people.
Resolve issues faster. Live Agent web chat lets you give customers faster answers. So their cases get quicker resolutions. Pre-integrated with the Service Cloud, there’s nothing to install. Embed Live Agent into your site and start giving your customers instant answers in real time.
Streamline process management. Manage any support process. From call scripting and returns, to quotes and resolutions. Even automated approvals for critical processes. Get consistency and speed across every customer-service channel, from the call center to the web, all entirely in the cloud.
Dashboards and Reports
Complete customer insight. No complicated setup, just the customer service metrics that are important to you. In real time. Add new reports and dashboards, or customize existing ones, without calling IT. It’s simple. Just drag and drop.
Collaborate in real time. Your agents can collaborate, share insights, or get input from peers instantly. And every user can fine-tune their feeds to get information from the groups and individuals that matter most to them.
Better email, better service. Take control of your email. Instantly create and assign cases from incoming email—whatever the volume. Now you can give your agents the templates they need to give measured, on-brand responses every time. And track them through to quick resolution from a single console.
Contracts and Entitlements
Track service and win. Lower costs and give every customer the level of service they deserve. Keep tabs on key milestones and metrics. Continuously track progress against service milestones to ensure amazing service.
Take your contact center with you. Keep tabs on your most critical cases. With mobile access to the Service Cloud, you can also get the latest performance metrics anywhere and anytime. And field service apps from the AppExchange let you manage field ops, from scheduling to logistics and more.
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