Salesforce seamlessly connects every customer’s digital journey in one unified platform, letting customers access their information and customer service anytime on any channel, while agents provide personalized service faster.
First, you can build a branded self-service website that’s integrated with Salesforce in third-party systems, so customers can complete any process on their own and if customers need more help they can start a conversation from any digital channel they choose, like chat, social, and mobile messaging. Customers can even turn messages such as appointment reminders, or proactive alerts into helpful conversations.
Einstein bots can quickly resolve common issues, guide customers through any business process and even pull out existing knowledge articles. If a service agent is needed, omni-channel routing delivers the right case to each agent based on their skill-set and case load and they can pick up right where the Einstein bot left off, all having a full view of the customer in one place with everything they need to resolve a case, including which articles and case a customer has viewed in the portal or community.
When chatting with customers, agents can handle conversations with the same interface and have up the 10 conversations at once allowing more efficiency than phone conversations.
Finally, you can build and set up your portal using pre-built templates and content from your website that can then be easily packaged into a mobile app without rebuilding it, all while being able to set up new channels and deploy chatbots across them all with clicks not code.
Book a Demo with us to get started and see how you can deliver a truly connected intelligent and consistent services with the Salesforce digital customer service solution.
