Salesforce
Service Cloud

Customer service software designed to enhance customers satisfaction from support, inrcease loyalty and leads to more recurring purchases

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High level of customer service was always crucial, but during COVID-19 pandemic time, the strong customer relations based on high level of service and smooth collaboration (happening remotely in many cases) become even more vital!

of customers say good service makes them more likely to make another purchase*

91%

of customers say the experience
a company provides is as important as its products and services*

80%

of customers are willing to pay more for a great experience*

66%

*the insights from the latest
"State of Service" and "State of the Connected Customer" investigations of Salesforce

While many companies successfully focus on delivering great products, they often have a field of improvement in customer service. According to the market study, 54% of Customers say companies need to transform how they engage with them!

The solution is there - Salesforce Service Cloud is a powerful cloud platform that incorporates the most up-to-date technologies to ensure the best customer experience

Twistellar is founded by people with over 15 years of prior experience in the real sector of economy. We know a lot about customers' expectations and help leading companies to leverage Service Cloud and achieve the following improvements of Service.

Customer facing numerous challenges:

Self-Service capabilities - Help Center and Community Portals

Live Agents and AI-based Chatbots

✓

Multi-channel Service Communications:
Telephony (CTI), Messengers, Email, SMS, Social Networks

✓

Operational:

Case Management - multi-channel capture, smart routing and timely resolution of customer inquiries

Customer Service Console - the interface service reps to be on top of all customer-related matters

✓

Service KPI metrics: reports and dashboards for timely scaling and quality management

✓

Unified 360^o Customer View for service reps

✓

Knowledge Base for the accurate and timely responses

✓

Amazing level of service that exceeds your competitors' proposal can be the decision making factor of your customers to stay loyal and make recurring purchases

Embrace the power of Salesforce Service Platform:

Case Assignment Rules
Case Escalation Rules
Service Console
Chatter
Files Management
Internal Notifications
Queue Management

Area of Optimization

Case Management and Collaboration

Must-Have Implementations

BUSINESS IMPACT

All customer inquiries are classified and assigned to appropriate service reps

If Cases remain unattended, they're escalated to managers

Service Team is able to use the Service console and handle several service flows simultaneously on one screen

Team members are enabled with collaboration tools and documents exchange

Queues are configured to distribute work among people effectively

Overall average lifecycle of an open Case is decreased

Higher level of Service leads to more recurrent purchases and higher loyalty

✓

Web-based Case creation (Web-to-Case)
Email-based Case creation (Email-to-Case)
Social Customer Service
Messengers Integrations
Telephony Integration (CTI)
Live Agent
Case Email Auto-response

Area of Optimization

Multi-Channel Case Capture and Communications

Must-Have Implementations

BUSINESS IMPACT

Customers and Prospects are able to place an inquiry using a preferred channel

✓

Customers are notified that their inquiries are being handled

Service reps save manual efforts thanks to the Case-related automatic notification

Service Team is able to handle more Cases effectively, using less resources

Customers communicate with the Company in a preferred way, their loyalty increases

✓

All inquiries are collected in the united Service Pipeline and processed accordingly

Help Center
Customer Portals
AI-based Chatbots

Area of Optimization

Run your email conversations right in the system

Self-Service Capabilities

Must-Have Implementations

BUSINESS IMPACT

Customers can resolve their typical inquiries themselves

Service Teams spends less efforts on communications, focusing on non-typical requests

Customers appreciate the innovative approach to Service, the corporate reputation increases

✓

Knowledge Base Management
AI-powered Context Recommendations
Service Cloud Einstein (paid add-on)

Area of Optimization

Knowledge Management
and AI-based recommendations

Must-Have Implementations

BUSINESS IMPACT

Service Team spends less efforts to onboard new members

The answers to Customers' requests become more accurate

✓

Dynamic Reports and Dashboards
Case SLA Metrics calculation and notification

Area of Optimization

Service Metrics:
Reporting and Dashboards

Must-Have Implementations

BUSINESS IMPACT

Management is able to track the efficiency of Service and make data-driven decisions

If any KPI metric falls, appropriate notifications are sent

✓

Contract Management
Order Management
Asset Tracking

Area of Optimization

Ordering
Business Process

Must-Have Implementations

BUSINESS IMPACT

The Order execution flow is reflected in the system: from Contract via Orders to Asset Tracking and Inventory Management

Sales and Service become interconnected flows that provide the full view of the Customer's interaction with the Company

✓

Customer Data is not siloed anymore, and the Customer gets the unified UX in all interactions with the Company

✓

Customer Satisfaction increases, clients are more likely to come back and stay with the Company longer

✓

Telephony (CTI)
Messengers
Email Services
Social Networks

Area of Optimization

Integrations / Configuration

Must-Have Implementations

BUSINESS IMPACT

Companies can either benefit from native Salesforce communicational solutions: Digital Engagement, Service Cloud Voice etc, or leverage custom integrations with third party services

✓

Companies who implemented Service Cloud pretend to get:

+31%

Faster Case Resolution

50%

Case Deflection

25%

Decrease
in Support Costs

+31%

Business User Productivity

Differences between Sales and Service Cloud

Companies are often interested, what Salesforce licenses they should select for the best outcome of their digital transformation: Sales or Service, or both?

Indeed, Sales Cloud and Service Cloud have much in common - they both have the "standard" set of commercial objects in their data model: Opportunities, Accounts, Leads, etc. Take a look at our guidance on Sales Cloud must-have selection and implementation guide.

Sales Cloud Overview Sales Cloud Implementation Guide

A lot of features you'll want to implement from there, you'll be able to achieve with Service Cloud.

So what's the difference? It's defined by the focus on some specific capabilities provided by these Clouds, and there's a good chance that you'll want to combine both Sales and Service (or Sales + Service) licenses in your organization, just used by different people.

Sales Cloud Specialties

Quoting Process -
you can create different Quotes
for an Opportunity

Territory Management -
you can structure your sales better

More sophisticated Forecasting -
with Opportunity Splits, etc

Sales Add-ons, such as CPQ

Service Cloud Specialties

Service Console - convenient way to work
on several service streams simultaneously

Work Orders and Service Contracts -
capability to work with your service flows

Omni-Channel communications
(Live Agent, Chat Bots)

Service Add-ons: Voice, Social Studio, LiveMessage, Live Agent, etc

Using Service Cloud, you make sure that your Service Agents are enabled with the most updated tools to bring the best UX to their customers, and at the same time have access to all necessary sales data to benefit from 360o view of their clients.

Twistellar has great experience of getting the maximum outcome of CRM investments from using Service Cloud licenses in the most challenging cases. We'll be happy to help you define the needed fields of service improvements, and walk together with your people along the path of effective digital transformation for your company.

The most vivid trends of Service for 2024
(according to Salesforce's State of the Connected Customer):

80% of customers say the experience a company provides is as important as its products

Businesses are investing in Service transformation: competition rises

✓

AI chatbots embrace the field of first line of customer self-service

✓

Customers' expectations grow and demand companies to change

✓

Customer Service adopts AI, while service reps tend to spend time for more complex tasks

✓

Mobile workers become the face of brands and an important touchpoint

✓

Customer engagement goes digital and uses different channels

✓

Unified customer information is key to the best customer experience

✓

Find more insights from 15,000+ consumers and business buyers worldwide
on unprecedented shifts in customer expectations and behavior!

Fill the form below and get a full copy of 4th edition of
"State of the Connected Customer" report of Salesforce

Implement Service Cloud, raise productivity, ensure the best user experience, gain recurrent purchases and recommendations from happy customers in 2024!

Expected ranges of Service Cloud
Implementation Costs*