Salesforce and customer support

As we have said many times before, Salesforce has much more to offer than just a sales platform. Your process starts before that, with marketing campaigns and communication, and continues with customer support. This is where Salesforce Service Cloud – and why not a little Salesforce Community Cloud – come into play.

Salesforce for customer support?

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Yes, of course! The standard Salesforce package already includes a support process: cases or customer incidents in German. It can even be configured so that when a customer writes an email about a problem with their new fitness device, the system recognises this and creates a new customer incident for you. Your employees with the appropriate focus are notified immediately. If the case becomes urgent, the responsible parties are notified and the case is processed immediately. You can even track and measure service levels from the service contract with claim management.

Et voilà! A perfect support process for your customers. Unless you want more. But that's possible too.

Introducing Salesforce Service Cloud!

You sell fitness equipment with a 5-year warranty. And you're selling more and more. As a result, you're getting more enquiries and aren't reacting quickly enough. How can I scale my customer support better? We have the solution for you: Salesforce Service Cloud. Salesforce Service Cloud can do everything that's included in the standard package and more. A few advantages...

#1. The interface

The interface alone offers greater productivity for your support staff. You can process multiple cases and monitor accounts at once. You can also use tools to make the things that are already efficient in Salesforce even more efficient.

#2. Omni-channel

In short, with Omni-Channel, you can also use criteria to define which employees are best trained for a particular task. But it goes a step further: employees find the case directly in their to-do list, and you can define the maximum workload in the system so that they are never overwhelmed and your customers never have to wait too long.

#3. More support channels

Now that you have your email and phone enquiries under control, are you finding that phone calls are becoming even more time-consuming for your employees? Or do you want to be even more available for your customers? You can choose which channels you want to use to provide support. Whether it's social media (Facebook, Twitter, Instagram, YouTube), WhatsApp, WeChat or a chat widget on your website, anything is possible.

#4. Knowledge

We admit that Knowledge is also available in other Salesforce packages for an extra cost, but it is already a native, collaborative support tool. A collection of articles that can be used internally for employees or for external stakeholders. When employees are working on a case, Knowledge suggests relevant articles. Knowledge articles can also be made available to customers.

#5. Self-Help Centre

Many customers find Knowledge articles helpful. But do you really want to create a case every time just so you can send your customers the same Knowledge article as a PDF in an email? You can save yourself that time. With a Self-Help Centre from Salesforce, you can do just that. Provide a page where customers can search for their own solutions.

Take the strain off your support team and save yourself and your customers time.

Do even more with Salesforce Community Cloud

The Self-Help Centre is already a simplified community. But you can turn it into a portal where your customers can log in with Community Cloud (or at least Salesforce Community Cloud licences). Your customers can create, manage and resolve issues themselves. That's when you're ready with your knowledge database!

How easy does customer support sound now? We think it's exciting too. Contact us for more information and find out how you can become a support ninja now.