Salesforce tools for efficient customer support

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Every day billions of people send and receive messages. This way of communication is in line with their daily habits. The present generation is constantly on the move, so recipients prefer getting notifications on their smartwatches and viewing the texts when convenient. All this makes messaging an indispensable tool for customer service. In this article, we will take a closer look at Salesforce solutions for this type of communication with the audience.

Einstein bots  

AI-driven bots are implemented across various channels such as websites, apps, SMS, or WhatsApp. These e-assistants answer customers’ frequently asked questions and most common requests. Using an automated solution, people can perform simple actions. For example, update an account or order a credit card. These programs also gather pre-chat information and transfer it to the agent if the case is too complicated for a bot. 

Such a solution decreases the time spent on handling basic issues and allows staff to focus on more complex requests. In addition, automated tools meet customers’ expectations in the era of the digital transformation of services. However, bots are just assistants and can’t replace qualified agents completely. They still need to be deployed and controlled by humans. On top of that, automation can be quite expensive, especially for small companies with limited budgets.

Live chat

Have you ever been in a situation where you can’t buy the thing you want because all the staff members are too busy to give you advice? Service Cloud’s Digital Engagement tools allow support representatives to have real-time chats with their customers and eliminate this problem. Such messaging on a website or in an app prevents stores from losing customers due to the unavailability of personnel to answer their questions. Live chat can also be carried out via SMS and messenger apps.

The advantage of such communication is that it’s non-synchronous. This means that an agent can interact with several clients simultaneously, which is impossible over a phone. Conversations are personalized – customers are addressed by name and given advice on their particular problem. A support team is available round-the-clock. Additionally, this way of communication is free for clients, which is preferable to expensive calls. Companies also benefit from messaging, spending 75% less than they do when offering assistance over the phone.  

Social networks

Did you know that recipients open 98% of their messages on Facebook and mark over half of all emails as spam? The text messaging response rate is also high compared to that of emails. Short texts are faster to read and easier to comprehend than emails. Support agents can take advantage of these statistics and reach out to their clients on social networks.

Social Customer Service is integrated with the Salesforce CRM platform. In such a way, marketing and support representatives have a complete picture of customers. Agents can monitor the audience’s reaction to the company’s products on Twitter, Instagram, Facebook, and YouTube and respond across these platforms. Support cases are brought to the representatives’ attention thanks to keywords in customers’ comments. This solution also has reporting features, reflecting the product’s popularity and measuring Customer Satisfaction Score.