Salesforce Service Cloud
Deliver exceptional service at scale.
Customer expectations and company requirements shouldn’t be at odds with one another. How does your strategy align with the personal connections and engagement experiences that your members demand?
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 financial firms — millions.
Positive customer experiences drive loyalty and increase word-of-mouth recommendations. How can you make each and every customer experience feel like a one-to-one interaction?
Salesforce Service Cloud.
With an expansive suite of advanced features, Service Cloud can feel overwhelming. Silverline’s experts can help transform your customer relationships.
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?
- How can we help originate new lines of business and grow the top line?
What Salesforce Service Cloud can do for you
Automate manual tasks
Make it easier for your live agents to access the information they need. Reduce manual data entry so they can respond to customers faster.
Deliver exceptional customer support
Solve customer problems on the first call with features that make it easy to understand the problem quickly. Automatically route issues or work orders to the right person.
Understand the client journey
Get a 360-degree-view of your customers so that you can personalize every interaction.
On-demand, real-time support
Give customers support when they need it. CTI, LiveAgent, and always-on chatbots can serve as an extension of your team.
Escalate high priority cases
Make sure you’re addressing top-tier concerns as quickly as possible with automated case workflows, routing, and assignment rules.
Track service performance
Go beyond NPS scores to understand how every personalized service interaction impacts the bottom line with data integration services.
Service Cloud Console
The Service Cloud Console lets you find, update, and create records quickly and efficiently.
Service Cloud Console Chat
Your agents and supervisors can easily chat with customers and access relevant service tools all in one place.
Service Cloud Voice
Service Cloud Voice unites your telephony your telephony with your Salesforce CRM. Improve experiences for agents, supervisors, and customers with AI insights on a familiar, intuitive platform..
Einstein Chatbot
Personalize how your chatbot interacts with your users.
Workforce Engagement Forecasting
Enjoy real-time agility to prepare for dips and surges in demand across all your channels.
Contact center agents and productivity tools
Front-line call center agents can make the difference between losing a customer and retaining them. We shadow your agents for firsthand experience on their workflow with incoming cases and support issues.
Salesforce Service Cloud transforms the agent experience, making their daily lives more productive and efficient. In turn, they can respond to customers faster and more easily. This is accomplished through cutting-edge technology and capabilities:
- Outlook Integration and Salesforce Lightning Sidebar for easy case creation/update
- Service Cloud Macros to help agents respond quickly to common requests
- Knowledge article email templates to help agents respond with FAQs and instructions
- Scheduling solutions
- CTI and Telephony integration
Case Management and efficient team operations
See big gains in throughput, automation, and management oversight with Service Cloud’s Case Management features.
Email-to-Case, auto-responders, case queues and assignment rules
Reduce manual data entry tasks for agents for the most heavily-trafficked client- or partner-facing email addresses. New cases can be automatically created and routed to the appropriate team ensuring no inquiry is missed.
Omni-channel features
Solutions like CTI and LiveAgent introduce on-demand and real-time client support channels while also reducing the data entry requirements for agents to create new cases.
Approval processes, case escalation rules, and case closeout
These processes ensure adherence to and compliance with internal processes and response time expectations.
Service level agreements and entitlements
Keep track of required response times for new cases and automatically escalate as needed based on the level of service provided.
Seamless data integration for a 360-degree-view
Salesforce Service Cloud gives you a 360-degree-view of your customer success. Integrate your back-office systems to surface data for agent access and management reporting. Silverline will help you so move from reactive support to proactive outreach that automates workflows and anticipates business needs.
Power up Service Cloud with Chatbots and AI
Make the customer experience even more personalized with 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, 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
