You want to empower your sales team and customer service agents with tools and information to help them quickly engage, personalize, and resolve questions for your customers, so you’ve purchased or are about to purchase Salesforce Service Cloud. Or maybe you’ve deployed Service Cloud with another partner or internally and haven’t yet achieved your expectations for return on investment, usability and customer experience.
Help is here! We’ve put together a series of Service Cloud Implementation “Best Practice” articles, which will show you how to optimize your CRM investment and provide your end-users and customers with the best experience possible.
#3 in our series are 5 tips for building out customer engagement across multiple channels within your organization.
A recent Aberdeen study showed that the strongest omni-channel customer engagement strategies retain an average of 89% of their customers, as compared to 33% for companies with weak omni-channel strategies.[i] Therefore, it is critical, as part of your Service Cloud implementation, that you plan to optimize cross-channel customer experiences.
Here are 5 tips to make this happen.
Here are things we know:
By empowering customers to pick their channel of choice, providing robust self-service options, and personalizing the experience, your salespeople will be able to focus on qualified prospects and your support team on the most complex cases.
Add a chatbot, leveraging your Salesforce data across all channels, and you can further increase your engagement, customer self-service, and employee productivity.
Need help optimizing your Service Cloud system configuration? Whether you are just starting out with Service Cloud, or want to make sure you’ve got your system set up optimally, NeuraFlash can help your organization configure a system that provides extraordinary experiences for your agents and customers. Give us a call at 1-844-638-7235, or visit our website at http://neuraflash.com.
[i] [i]“25 Amazing Omnichannel Statistics every Marketer Should Know”; January 9, 2017 v12data.com