Salesforce Service Cloud: Customer Service Software to Build Customer Loyalty

Salesforce Service Cloud is the most comprehensive omnichannel customer service solution on the market.

Service Cloud: Leader in Omnichannel Customer Service

Salesforce Service Cloud is the software dedicated to service and customer support that allows you to converse with its users and customers wherever they are:

  • Telephone: The contact card and all customer history is automatically displayed when a support agent takes a call;
  • Email: Emails sent by clients to the media automatically triggers a new ticket and logically assign requests to agents;
  • Social Media: Discussions on your company's Facebook or Twitter page are synchronized with support, allowing agents to treat a Facebook post as a direct request to customer support;
  • Instant Messaging: The agents can direct and solve the customers problems inside the software used (or the website). For example, an agent can activate his webcam and draw explanations in the user’s screen.
  • Base of Knowledge: agents can collaborate in a dedicated space to respond more quickly to customer requests.
  • Macros: Macros allow agents to automate their repetitive tasks where they can devote their time to resolving cases.

The advantage of an omnichannel customer service like Salesforce Service Cloud is that it can process all incoming requests in the same way with maximum responsiveness. The power of the tool is to be able to follow a request from a client even if it changes channels according to its context and its desires (it can for example start with a request on the support site and then continue by chat). The perfect integration with the Salesforce Sales Cloud CRM makes it possible to have a complete vision of the customer (purchase history, satisfaction, profile) in order to be able to serve it better and, at the end of the chain, to retain it.


Salesforce Service Cloud Benefits vs. Competitors


Salesforce Service Cloud quickly became the leader in support / customer service software for the following reasons:

  • Its functional coverage is complete: incoming requests processing, customer management, escalation of requests, up selling, intervention management, audio and video communication with customers, etc.; 
  • Demand management on all communication channels: phone, email, chat, social networks, etc.
  • Its ideal integration with CRM and all Salesforce applications: allows you to take advantage of the complete customer history and transform problem resolutions into business opportunities;
  • Activity reporting and team management: Service Cloud allows you to manage the customer support activity, control costs and optimize its efficiency through relevant indicators;
  • The Einstein module: this module allows you to take advantage of your data through Artificial Intelligence. For example, Einstein allows you to anticipate peaks of activity based on past and current activity;
  • Scalability: Whether you are 1 person or 10,000, Salesforce Service Cloud remains perfectly adaptable through its ergonomics and module customization. The robustness of Salesforce allows you to easily handle peaks of activity.
  • Uniqueness: With Service Cloud, agents only use one tool for all customer tracking and support team management

The power of this customer service platform coupled with its very important functional coverage allows you to satisfy your customers and retain them.

Editor: Salesforce

Salesforce Service Cloud demo and screenshots

Salesforce Service Cloud reporting Salesforce Service Cloud Applications Salesforce Service Cloud widgets management Salesforce Service Cloud: Case Management Salesforce Service Cloud incoming requests

Salesforce Service Cloud customers

No customer reference

Salesforce Service Cloud pricing and features

Plans & Pricing

Lightning Professional
Lightning Enterprise
Lightning Unlimited
75 /month /user
150 /month /user
300 /month /user

Features

Customer Support
Canned Responses
Case Management
Collision Management
Communications History
Customer Community (Forum, FAQ)
Customer Interface
Customer Profile
Customer Support Dashboard
Escalation
Feedback & Customer Satisfaction
Help Desk
Lead Detection
Live Chat
Queue Management
Recurrent Issues Management
Service Quality Management
Solution Management
Support Opening Hours
Ticketing
Tickets Allocation
Social Networks
Comments Management
Community Engagement
Hashtags Management

Services

Integration & Interoperability
API, Web Service Restful APIs
Social Networks Integration
Telecom Network
Webhooks
Website (plugin, form)
Mobility
Mobile App
Responsive Web Interface (RWD) Application crafting to provide an optimal experience
Security & Confidentiality
Advanced Encryption Standard (AES)
Antispam
Audits & Certificates (SAS 70, ISO 27001/2, TRUSTe)
Daily Backups
Data Loss Prevention (DLP) Control sensitive business data with built-in DLP policies based on regulatory standards such as PII and PCI, which help to identify, monitor, and protect sensitive data through deep content analysis.
Data geographic redundancy
IP Addresses Access Control
SFTP SSH File Transfer Protocol or Secured File Transfer Protocol
Secure Sockets Layer (SSL)
Single Sign-On (SSO)
Strict Internal Access Controls
Two-factor Authentication
Support
24/7 Support
Configuration support
Dedicated Account Manager
Help Desk (Phone, Email, Ticket, Chat)
Knowledge base (tutorials, demos)

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