Let’s face the truth: if you’re familiar with Salesforce Omnichannel, you would rather be super effective using it, than scrolling down the web searching for help.
But wait, there’s no need for that eyebrow move!
You’re not alone in this. I once was precisely at your point. I didn’t know the most appropriate tool to assist client’s issues without adding some extra “noise” to their routines, and already so demanding packed procedures.
A dictionary is too short for me to find the words to express how grateful I am to acquainted with Salesforce and further with Salesforce Omnichannel. And now I am supremely happy to onboard you in what I love to call the Omnichannel valley of wonders!
So get ready now and let’s trail Salesforce Omnichannel!
Here’s the table of contents for this article:
- Customer Care 101
- What is Salesforce Omnichannel?
- 5 reasons to explore Salesforce Omnichannel
- What do clients say about it?
Customer Care 101
Consider us both part of this experiment. Think about when was the last time you became a recurring buyer of either product or services. People only become recurring buyers when they enjoy all the end-to-end buying experiences. And when you have to deal with the after-sales experience, all this is even more important. If you find the need for customer assistance, you expect it to be more than great.
Thinking about the end-to-end customer experience is crucial nowadays. Consumers no longer buy products or services on an impulse. It’s a long journey until they decide what to buy. From the awareness stage until the advocacy of your brand, your touchpoints with clients should be clear, concise, and helpful. You may need to rethink how your customers search for your type of product, how they choose, and how they buy. Is your account registration simple to submit? Do you provide multiple payment methods? Is your customer care assistant ready to answer concerns in real-time?
It is clear and logical that customer service starts in the selling process. The best way to retain customers is to ensure a great experience, positive memories, and emotions relating to your product, service, and, of course, your brand.
And here you’re thinking: “Ok, this is quite valid. But weren’t we moving towards the Omnichannel valley of wonders?” We are! The path is logical but sometimes not immediately evident. But we are on our way, trust me!
Get your customer care to the next level
Metrics have grown. They were polished upon the old premiss “time is money”. This is not a judgment, but a mere reference to the way society correlated values to exchange goods.
The more Salesforce propels effectiveness into an organization and its people, the more valuable their deliverables become. Also, people’s time generates more valuable outputs to aggregate to the org.
It is a never-ending growing loop for aII the parties – expanding resources for service capabilities that make people’s time structured for an efficient customer dedicated purpose.
We weren’t that far after all, weren’t we? And that was just the outsider perspective of Salesforce Omnichannel.
No one wants a customer sitting online or onsite waiting for a response.
What is Salesforce Omnichannel?
Salesforce Omnichannel is a smart customer service feature available in Salesforce Service Cloud. It lets contact centers push work for their agents in real-time with flexible and customizable settings among them. Communication channel responses can be priority-driven. For example, customer service agents can receive assistance requests from live chat before e-mails or even calls. It all depends on the Omnichannel configuration.
Additionally, Omnichannel provides a comprehensive and integrated view of each customer’s interactions. This enables agents to answer queries more effectively and efficiently.
Hang tight! We are heading to the Salesforce Omnichannel valley of wonders!
We tend to look at customer convenience-driven service interactions. An Omnichannel customer service strategy might include retail stores, e-commerce, mobile service, e-mail, and social media.
5 reasons to explore Salesforce Omnichannel
Is it hard to establish or train your teams on priorities and most suited agent routing?
No longer! You can smoothly set both the work items’ priorities and define which agents to work with within different types of assignments. This is all achievable with omnichannel configurable automation – no coding needed!
Do you have concerns or are you uncertain about workload distribution?
Not now! Team supervisors can manage the capacity of their agents. They only address the assignments they can handle. Also, supervisors can monitor Service Cloud Voice transcripts and chat messages between agents and customers, sending helpful interactions that only the support agent has access to. Agents themselves can raise flags on work items that require assistance from a supervisor.
Are you lacking customers’ real-time assistance?
That’s the past! Your company’s mobile app or website can embed both Live Agent Chat or Messaging. So customers get instant answers right away. Agents can connect with customers using many channels – from website chats, SMS, or Facebook Messenger, they’re able to access the information they need without ever leaving the Service Console.
Do you need extra channels for customer interaction?
That’s a fact the sometimes talking isn’t enough. A video is worth a thousand words and that’s why Snap-ins gives agents the power to seamlessly change the conversation from a live text chat into an SOS one – or two-way mobile video chat. Using Snap-ins, you can add an SOS help button directly in the iOS or Android app, and agents can share and add notes to the customer’s smartphone screen.
And don’t forget to follow up after any interaction!
With Salesforce Omnichannel, agents can send follow-up e-mails, update a case or finish their conversation notes with the After Conversation Work feature.
It’s now easier for agents to work their assignments knowing the team’s overall capacity. Your customers will get faster, personalized service experience responses and your company’s productivity will boost! It’s the WWW (win-win-win).
What do clients say about it?
Ok, I understand your concerns: I might be slightly biased on this topic. But check what some Omnichannel users are saying about this:
“We need to give our customers access to our consultants when they want support, not when it suits us. Having a solution that allows us to seamlessly connect our employees across Europe means we deliver a high level of service while working remotely from another office.” – Moneyfarm Data & Integrations Product Manager, Stefano Giudici
On the mobile side of businesses:
“The impact has been transformational for our business”. Plus, “We’ve been able to radically simplify the way our agents access customers. The fact that it works – and works well – is genuinely exciting. Before, we couldn’t always connect to certain numbers, particularly mobiles, and would occasionally experience outages. It used to keep me awake at night. I’m sleeping much better now.” – CTO and Co-Founder Giles Williams at Urban Mobile
A customer relationship with a company strengthens when concerns about the product are clearly answered, recognizing the value of the customer’s time. This is what really increases customer satisfaction. If you’re also curious about self-service portals, bookmark this reading for later.
We can say that company’s identity is the experience the customers memorize and engage in. And this asks for differentiation as a key ingredient.
Salesforce Omnichannel is a reliable solution to excel customer assistance with the main purpose of well serving the customers. Furthermore, mapping the customer journey from platform preferences, to device and communication methods, ensures greater customer satisfaction and memorable company experiences.
Salesforce Omnichannel is the WWW! The way to go!
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