Salesforce Service Cloud
Silverline leverages Service Cloud to help you 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 Silverline’s experts, you’ll be able to go above and beyond with the platform, truly helping your users and customers thrive.
Salesforce Service Cloud Consulting Services
Silverline’s services for Service Cloud extend from advisory to implementation services to ongoing support for existing Orgs.
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Advisory Services
We’ll help you build a roadmap for your digital transformation strategy with Salesforce — based on solid business metrics, an understanding of your customers and users, and a focus on data and technology.
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Implementation Services
Set up Salesforce Service Cloud to meet your business needs through configuration of the platform, additional development and customization, and integration of additional data points for a 360-degree view and optimized processes.
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Managed Services
With Salesforce Managed Services from Silverline, support your Service Cloud org to make the additional updates and enhancements your business needs as the requirements of your users change over time.
Build a better customer experience
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?
Power up Service Cloud with Chatbots and AI
Make the customer experience even more personalized and always-on with Einstein Chatbots, Einstein Prediction Builder, and Discovery. Enable Next Best Action for predictive service and predictive analytics. Improve case deflection rates, data quality, and introduce additional internal recommendations of whitespace product recommendations and more.
User-centric design methodology
For clients embarking on a true digital transformation journey with Silverline’s Salesforce Service Cloud consulting services, the process begins with user experience design and journey mapping. This lays the foundation for architectural design and prioritization.
With these frameworks as a guide, 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.
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Personas, Processes, Data
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. -
Agent Journey Maps
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. -
Client Journey Maps
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.
Silverline and PURE build a premier customer experience
“Silverline really embraced our vision for our member portal. We collaborated to ensure we had the best member experience possible. Because of this, our portal is more intuitive, responsive, and connected to our business processes than anything we could have imagined.”
– Stuart Tainsky,
Senior Vice President & Chief Information Officer
