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Salesforce Service Cloud

Leverage Service Cloud to deliver exceptional service at scale.

Scaling customer service to improve customer satisfaction is no easy task.

What once may have been a few customers at a time is now hundreds, thousands, or for some firms — millions. It’s clear that positive customer experiences drive loyalty and increase word-of-mouth recommendations. But how can you make each and every customer experience feel like a one-to-one interaction?

Salesforce Service Cloud provides a foundation for companies to do just that — helping automate manual tasks for live agents, deliver exceptional customer support, and track service performance over time. With the help of Mphasis Silverline’s experts, you’ll be able to go above and beyond with the platform, truly helping your users and customers thrive.

Creating a seamless, customer-centric experience is within reach.

Call center technologies and service workflows are critical to enabling the next phase of growth to ensure a positive client experience. As you look to transform your customer experience with Service Cloud, think about:

  • How can we anticipate the most common client requests and deliver omni-channel answers quickly?

  • What client data is critical to surface for call center agents to resolve inquiries during the first call?

  • How can we provide a feedback loop for clients so that we can better understand sentiment and satisfaction?

  • How can we help call center agents extend the impact beyond case management to originate new lines of business and grow the top line?

User-Centric Design Methodology

The digital transformation journey begins with user experience design and journey mapping, laying the foundation for architectural design and prioritization.

With these frameworks as a guide, Mphasis Silverline determines what infrastructure you need to power the best possible customer experience, from instrument appropriate IVR, knowledge FAQs and case deflection templates, and other workflows to automate where possible.

  • Design customer experiences with humans in mind. We help you understand systems, platforms, and problems for each persona you serve — both internal and external — to make your experience easy and delightful for customers and employees alike.

  • Map out a clear internal process that defines client engagement, internal escalations, and how teams collaborate with one another. Agent Journeys build the foundation of your customer experience, making your processes more efficient, transparent, and easy-to-use.

  • Identify the most common support questions, use cases, and issues to understand exactly how you can manage the client journey. Prioritize the Service Cloud features with the most immediate impact to your business.

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Power up Service Cloud with Agentforce AI

Agentforce is Salesforce’s groundbreaking low-code platform for building, customizing, and deploying autonomous AI Agents to support employees and customers. These AI Agents answer customers 24/7 on any channel, improve self-service resolution by grounding answers in trusted data, and seamlessly escalate cases to your service reps when needed.

By combining Service Cloud with Agentforce capabilities, Mphasis Silverline can make the customer experience even more personalized and always-on. Our expertise in advanced analytics and automation gives you the foundation you need for a smooth Agentforce process, harmonizing your data across systems to drive personalized engagement.

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Why choose Mphasis Silverline?

Mphasis Silverline tailors digital transformation solutions to meet your needs. From strategy and implementation to managed services, we guide our clients to success — enabling continuous value with the Salesforce platform. We leverage best practices acquired through more than a thousand implementations, with a team of professionals that have profound, diverse experiences in consulting and technical roles across industries. With our Salesforce Service Cloud consulting services, we’re ready to combine your needs with the power of the platform. 

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