We are living in the "Age of the Customer" era, where consumers expect omnichannel engagement & endless support throughout their journeys as customer service technology continues to evolve. When using a more limited software solution, such as Zendesk, companies may notice that their multiple systems for service, & complex routing issues to agents, cause a disconnect experience for their teams. With a lack of agent’s knowledge readily available, the company won’t be able to properly satisfy customers.
We always tell our clients that the experience they provide is just as important as the products they sell, which is a big reason why implementing the right solution can set the foundation to having your sales & service teams on one reliable platform.
Here are 5 reasons why companies should make the switch from Zendesk to Salesforce Service Cloud:
Service Cloud gives you a 360-degree view of your customer.
Once you migrate your Zendesk to Service Cloud, your team will have the ability to have all data in one system which allows your organization to have a 360-degree view of your customers & their engagement with your products.
Case routing will increase your agent’s productivity.
The omni-channel experience can help your company to deliver smarter service by automatically matching & routing cases to the agent with the best skill set to solve them. This will lead to an increase in call deflections & a decrease in average handle time.
This solution provides smart collaboration between team members.
Your agents will have a platform that allows for smart collaboration for sharing experiences & expertise to help solve more critical cases. This will empower them & help to produce great results for the company.
Your company will have the ability to work from anywhere in the world.
Providing your organization with the tools needed to support agents working from anywhere, all on one platform, will help your team to be better connected so everyone can offer the best personalized service imaginable.
Service Cloud provides accurate reporting to improve your KPIs & to develop your strategy.
Service Cloud provides straightforward & easy to understand reporting, which will help your company gain a comprehensive sense of performance & supervisors will be able to know everything that is happening to better manage their teams.
If your company is in need of a single solution that can enable you to track your multiple acquisitions, improve your customer satisfaction, & give more time back to your service agents, it is time to make the switch to Service Cloud!