Salesforce For Dummies by Liz Kao & Jon Paz

Author:Liz Kao & Jon Paz
Language: eng
Format: epub
ISBN: 9781119576310
Publisher: Wiley
Published: 2019-11-13T00:00:00+00:00

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DIRECTING CUSTOMERS TO SELF-SERVICE OPTIONS

You’d be surprised by how many customers would prefer to get the answers themselves (if they only knew where to go), rather than call you. One of the most obvious benefits to implementing a multi-channel approach to your customer support business is that customers can help themselves.

Whether you implement Chat to allow customers to contact your reps from your website without waiting on hold, or set up a community for customers to search frequently discussed questions or issues, you can allow your customers to solve their own issues, decreasing call volume to your call centers.

Salesforce Communities are branded online spaces for employees, customers, or partners to connect. You can choose to reveal a subset of your Salesforce data to partners, for example, so that they can help you work a deal. Alternatively, you can share files or answers to FAQs with your customers to help them help themselves.

You can also improve your agents’ response times so that they don’t have to constantly retype repetitive solutions, and your call center managers can track topic trends to provide feedback to product and marketing teams.

Customer service is more important than ever before to secure loyal consumers. As excellent customer service becomes an expectation and not a luxury, consumers are becoming more demanding than ever. Companies need to be proactive and can no longer afford to be reactive. One of the most effective ways to do this is by making your service about your customer.

Let your clients choose the way they want to get in touch. Provide different options for your customers to receive consistent service, regardless of where they are or what time it is. This is the essence of true customer support and is the purpose of offering a multi-channel strategy.

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