What is Salesforce?
Salesforce Service Cloud is a customer service platform that provides companies with a call center style overview enabling them to create and track in-coming cases or tickets and automatically assign priorities. Built on Salesforce Customer 360, it brings customer service and employee service on one platform with AI automation to support omni channel customer service. Salesforce Inc., a well-known American firm, is the brain behind this technology.
The Salesforce customer portal provides customers the ability to track their own cases, includes social media plug-in that allows users to join the conversation about their company on social sites. It also provides analytical tools and other services like email, chat, search and access to customer contracts.
Service cloud aims to ensure customer satisfaction, naturally translating to the growth of a business. It aids in curating every needed information about a customer, even when they’re still potential customers. It is also useful for maintaining day-to-day activities and communications among your team members. Such technologies are becoming an indispensable business asset because they focus on the core of your business – your customers.
You can strengthen your customer relationships by adding that personal touch with help from Service Cloud. With Salesforce you can support customer interactions on any channel, automate business processes with intelligent workflows, level up call center management with smart productivity tools, share actionable insights into every customer interaction and ultimately drive revenue and upsell easier with the power of AI.
Service Cloud helps makes your service efficient and allows you to focus on proactive engagement to predict what customers need next.
What popular features do you get with Salesforce?
- Chatter application for discussions
- Lighting console
- Live agent
- In-App support
- Mobile support
- Task management
- Service progression tracking
- Omni channel support
- Service analytics and reporting
- Personalization of conversation
- Automation of repetitive tasks
- Customer helpdesk and community forums
Customer Support is available at Salesforce
You contact Salesforce for any support or trouble shooting issues by chat, phone, or email. Your designated contacts, admins, and even end-users can reach out to the Salesforce Customer Support via the methods available to you through your plan using the channels and availability. You can also log tickets on Salesforce Help.
There are also plenty of Helpdesk resources available to those that want to troubleshoot and solve problems.
What kind of business is Salesforce ideal for?
It is safe to say that Salesforce service cloud is ideal for all business sizes. It has the resources to accommodate small, medium, and large-scale businesses. The software might be a bit complex for small and midsize businesses (SMBs), so SF created the “Essentials” plan. This plan is cost-effective and a good investment for small and medium-scale companies.
Also, regardless of what industry your business falls under, you can leverage Salesforce service cloud and see impressive improvement in your customer service. This service cloud can be used by firms in the healthcare, media, retail, financial, education, transportation, and hospitality industries, among others.
For organizations that primarily use a contact center for customer service, Salesforce Service Cloud may offer what is needed to improve their support processes. Service Cloud offers tightly integrated applications to streamline service processes, while also providing innovative social media capabilities.
Pros and Cons
- Easy customization
- Feature rich
- Integrates well with other Salesforce products
- Excellent tracking and reporting tools
- You have to pay extra for add-ons to enjoy the software fully.
- It may be too complex for small businesses.
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How much does Salesforce cost?
*based on information provided by the vendor. Actual cost may vary.
- $25 for access to Salesforce cloud essentials, which is restricted to ten users.
- $75 for a Salesforce cloud professional. It provides a complete package for a team.
- $150 for access to Salesforce cloud enterprise. With this, you get a customizable platform for your firm.
- $300 is for an unlimited plan, which is an ideal platform for growth.
These plans differ based on the features you select. At first glance, the prices may seem affordable, but they may only apply to a single user and are the monthly prices. Users are billed annually where the price would’ve snowballed into quite the sum, especially if you want it to be used by a team.
Salesforce features several add-ons and applications to help you get the most out of its software. To find suitable products for your company and to know about the extra fees you may incur, you can check their site.
Technological improvement has led to the indispensability of cloud computing. Salesforce has made a name for itself in the world of cloud computing providers, emerging as the top global cloud computing organization. Depending on your budget, it may not be the right option for your business. But if you can afford it, you will enjoy their quality services and definitely see the impact on your business operations and revenues.
If there are things you need clarity on, visit the Salesforce website.