Optimize Social Customer Service with Salesforce Service Cloud

Salesforce Social Customer Service provides social media monitoring to handle requests across Facebook, Twitter, YouTube, LinkedIn, blogs and online communities in real time. Salesforce’s three seasonal releases: Winter’15, Spring’15 and Summer’15 are full of enhancements to upgrade your customer service operations across the social.

Image Credits: www.r2integrated.com

Is Salesforce a significant customer service platform?

As a complete integrated solution for managing interactions and support cases with your customers and prospects, social customer service with Salesforce Service Cloud proves to be valuable in:

• Deflecting support cases
• Decreasing support costs
• Increasing customer retention
• Improving customer satisfaction
• Actively engaging influencers
• Crafting the customer experience
• Identifying opportunities
• Building brand loyalty

How to get started?

Link your Service Cloud with Facebook and Twitter

Deliver social customer care without a separate Radian6 contract. Add up to two social accounts on the Social Customer Service settings page from any social network with the starter pack pilot program.

Link your Service Cloud with Google+

Allow your agents to respond to Google+ mentions, posts, and comments in the case feed with Google+ Social Customer Service pilot.

Sina Weibo for customer service agents

Provide social help inquiries to agents and streamline steps for the content in the case feed. Agents can delete outbound comments and protect brand messaging with Sina Weibo replies and comments.

Common Setup Defaults

Improve Social Customer Service setup with previously set common defaults. It significantly reduces setup time and hassles. Automatically sets case origin to the provider or social network when a case is created from a social post.

Authenticate social accounts without Radian6

Authenticate new social accounts from the Social Customer Service settings page. Social Provider enables you to authenticate the account and once it is done, you are directed back to the page.

Twitter Direct Messaging

Make conversation private on Twitter with Direct Messaging. This smoothen conversations with customers and provides better service experiences. For direct messaging, two parties must follow each other.

Case creation option with starter pack

Not all posts require a case, with the starter pack you can decide whether cases are to be created or not. For example, if you have two Twitter handles one for support and one for marketing or brand-focused information, you can have cases created automatically only from the support handle. The tweets from the marketing handle go in a social post queue for review.

Products of Salesforce Social Studio

Radian6 + Buddy Media Social Studio

Provides a cross-channel customer service experience that can solve customers’ problems, and create, manage, and resolve cases. It also provides workspaces for team collaboration, tools for planning and publishing social media content, interacting with customers and examining results through analytics.

SOS, the Service Cloud’s mobile support solution

Adds a help button to your native iOS or Android mobile application. It will connect your customers and agents over a one-way video and two-way audio chat. Avoid third-party routing engine with OmniChannel that automatically routes your SOS calls to agents.

Service Cloud Cookbook

Provides a collection of simple impactful code samples that you can add to your organization. It organizes cases, add customizations to the Agent’s Console, personalize your Live Agent chat window and more.

Benefits of Salesforce Social Customer Service

Here are the 5 key benefits that Salesforce’s social customer service ensures via Service Cloud:

Self-service: It helps your customers showcase your knowledge base and offers case management, so that they can get answers to their questions anytime, on any device.

Maximizing agent’s productivity: It helps your agents to anticipate your customers’ needs with tools like Live Agent for web chat. With the help of chatter, agents can escalate cases to experts who have experience managing similar situations.

Integrating with other products and systems: It helps to meet your business needs and customer expectations by integrating with back-office applications and CTI (computer telephony integration).

Case assignment, queuing, routing, and escalations: It allows agents to record cases under one centralized database and Streamline support cases with case routing. Escalation Rules send notifications if a case has not been actioned within a reasonable amount of time.

Collaborating with partners: It helps you to know your partners better by collaborating with them to know about their specialized capabilities via Salesforce AppExchange.

Want to improve your social customer service?

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