Boost Customer Service with Source IT Solutions' Salesforce App

🚀 Exciting times at Source IT Solutions Inc.! We are gearing up to launch our Salesforce-native customer service application on AppExchange — designed to transform how service teams manage customer support, all within a single platform. Key highlights of the solution: 🔄 Automatic conversion of incoming emails into Salesforce Cases 📬 Intelligent case routing & assignment ✅ Streamlined resolution and closure workflows 📢 Instant post-resolution surveys 📊 Native Salesforce feedback capture 🕒 SLA tracking with Entitlements & Milestones The outcome? ✨ Faster case resolutions ✨ Improved SLA compliance ✨ Higher customer satisfaction (CSAT) Proud to see our team’s innovation and dedication coming together to deliver real value to businesses. Early access is now available — reach out at salesforce@sourceitsolutions.com to connect. #SourceITSolutions #Salesforce #AppExchange #CustomerService #CX #SaaS #ServiceCloud #CSAT #SLAs #ProductLaunch #CaseManagement #CustomerSupport #ProcessAutomation #Innovation #B2BTech #CustomerExperience #CustomerSuccess #SLA #SupportOps #SaaS #DigitalTransformation #SalesforcePartners #HelpdeskSolutions #EnterpriseSoftware #CustomerEngagement #SupportExcellence #CXInnovation

📞💬 Salesforce CTI vs SMS: When to Use Each (and Why You Need Both) Customer engagement isn’t one-size-fits-all. While CTI (Computer Telephony Integration) enables real-time, personalized conversations, SMS offers quick, convenient touchpoints that meet customers where they are. But the real question is 👉 Do you know when to use CTI and when to use SMS? 🔹 CTI enables real-time, personalized conversations that build strong relationships. 🔹 SMS delivers quick, convenient updates that meet customers where they are. The truth is—you don’t have to choose. The real power comes from using both together to create a seamless customer experience. 💡 Curious how to get the balance right? 👉 Read more here: http://bit.ly/45XxJ4g Salesforce Salesforce Admins Salesforce Partners Salesforce Developers Salesforce Platform Salesforce Sales Cloud #Salesforce #CTI #SMS #CustomerExperience #DigitalEngagement #SalesforceCTI #DigitalTransformation #GirikCTI

🚀 Struggling to juggle customer calls and multiple tabs? 🚀 Tired of juggling between calls and multiple tabs? GirikCTI integrates your phone system with Salesforce, turning every call into an opportunity — not a hassle. Here’s how it helps: 🔹 Boost Productivity – Click-to-dial & automated call logging. 🔹 Faster Resolutions – Instant access to full customer history 🔹 Better CX – Personalized, context-aware interactions. 🔹 Smart Insights – Actionable metrics for smarter decisions. Level up efficiency, strengthen customer relationships, and grow smarter with GirikCTI. 💡 Read the full blog here: https://lnkd.in/gUTbRjSi Salesforce Salesforce Admins Salesforce Partners Salesforce Developers Salesforce Platform Salesforce Sales Cloud Salesforce for Small Business #CustomerSupport #CTIInnovation #AICalling #CustomerCalls #PhoneCall #GirikCTI

🔹 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗦𝗲𝗿𝘃𝗶𝗰𝗲 𝗘𝘅𝗰𝗲𝗹𝗹𝗲𝗻𝗰𝗲 𝘄𝗶𝘁𝗵 𝗦𝗮𝗹𝗲𝘀𝗳𝗼𝗿𝗰𝗲 𝗔𝗴𝗲𝗻𝘁𝗳𝗼𝗿𝗰𝗲 Customer service shouldn’t burn out your team. That was the reality for a fast-growing company whose 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝗰𝗲𝗻𝘁𝗲𝗿 𝘄𝗮𝘀 𝗱𝗿𝗼𝘄𝗻𝗶𝗻𝗴 𝗶𝗻 𝗿𝗲𝗽𝗲𝘁𝗶𝘁𝗶𝘃𝗲 𝗿𝗲𝗾𝘂𝗲𝘀𝘁𝘀. Nearly 70% of tickets were routine inquiries like password resets or order status updates. Average response times stretched to 24-48 hours, costs were escalating, and agents were struggling with burnout. 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿𝘀 𝗻𝗼𝘁𝗶𝗰𝗲𝗱 𝗮𝗻𝗱 𝘀𝗮𝘁𝗶𝘀𝗳𝗮𝗰𝘁𝗶𝗼𝗻 𝗱𝗿𝗼𝗽𝗽𝗲𝗱. 💡 The 𝗦𝗼𝗹𝘂𝘁𝗶𝗼𝗻 With 𝗦𝗮𝗹𝗲𝘀𝗳𝗼𝗿𝗰𝗲 𝗔𝗴𝗲𝗻𝘁𝗳𝗼𝗿𝗰𝗲, implemented and customized by 𝗔𝗰𝗰𝗲𝗹𝗮𝗻𝗰𝗲, the company introduced an intelligent service agent that: - Handled 𝟴𝟬% 𝗼𝗳 𝗿𝗼𝘂𝘁𝗶𝗻𝗲 𝗶𝗻𝗾𝘂𝗶𝗿𝗶𝗲𝘀 instantly, 24/7 and in multiple languages - 𝗘𝘀𝗰𝗮𝗹𝗮𝘁𝗲𝗱 𝗰𝗼𝗺𝗽𝗹𝗲𝘅 𝗶𝘀𝘀𝘂𝗲𝘀 to human agents with full context - Learned from every interaction to 𝗰𝗼𝗻𝘁𝗶𝗻𝘂𝗼𝘂𝘀𝗹𝘆 𝗶𝗺𝗽𝗿𝗼𝘃𝗲 Our 𝘁𝗲𝗮𝗺 𝗮𝘁 𝗔𝗰𝗰𝗲𝗹𝗮𝗻𝗰𝗲 ensured 𝘀𝗲𝗮𝗺𝗹𝗲𝘀𝘀 𝗶𝗻𝘁𝗲𝗴𝗿𝗮𝘁𝗶𝗼𝗻 with the existing CRM stack, 𝘁𝗿𝗮𝗶𝗻𝗲𝗱 𝘁𝗵𝗲 𝗔𝗜 to match the brand’s voice, and equipped service teams for 𝘀𝗺𝗼𝗼𝘁𝗵 𝗔𝗜-𝗵𝘂𝗺𝗮𝗻 𝗰𝗼𝗹𝗹𝗮𝗯𝗼𝗿𝗮𝘁𝗶𝗼𝗻. 📈 The 𝗢𝘂𝘁𝗰𝗼𝗺𝗲 - Response times reduced by 60% - Operational costs dropped by 40% - Customer satisfaction soared to 95% 👉🏽 𝗖𝘂𝗿𝗶𝗼𝘂𝘀 𝗵𝗼𝘄 𝗦𝗮𝗹𝗲𝘀𝗳𝗼𝗿𝗰𝗲 𝗔𝗴𝗲𝗻𝘁𝗳𝗼𝗿𝗰𝗲 𝗰𝗼𝘂𝗹𝗱 𝘁𝗿𝗮𝗻𝘀𝗳𝗼𝗿𝗺 𝘆𝗼𝘂𝗿 𝘀𝘂𝗽𝗽𝗼𝗿𝘁 𝗼𝗽𝗲𝗿𝗮𝘁𝗶𝗼𝗻𝘀? 𝗗𝗿𝗼𝗽 𝗮 𝗰𝗼𝗺𝗺𝗲𝗻𝘁 𝗼𝗿 𝗗𝗠. 👉🏽 𝗛𝗮𝘃𝗲𝗻’𝘁 𝗶𝗺𝗽𝗹𝗲𝗺𝗲𝗻𝘁𝗲𝗱 𝗦𝗮𝗹𝗲𝘀𝗳𝗼𝗿𝗰𝗲 𝘆𝗲𝘁? 𝗡𝗼 𝗽𝗿𝗼𝗯𝗹𝗲𝗺. 𝗔𝗰𝗰𝗲𝗹𝗮𝗻𝗰𝗲 𝗰𝗮𝗻 𝗵𝗲𝗹𝗽 𝘆𝗼𝘂 𝗴𝗲𝘁 𝘀𝘁𝗮𝗿𝘁𝗲𝗱 𝗮𝗻𝗱 𝗳𝘂𝘁𝘂𝗿𝗲-𝗿𝗲𝗮𝗱𝘆. #DigitalTransformation #UseCaseSeries #Salesforce #Agentforce #FutureReady #CustomerExperience #Accelance

Are your teams spending too much time on repetitive questions, slowing down responses, and affecting customer satisfaction? A Salesforce Support Agent can help. It answers common requests instantly, guides users through simple tasks, and escalates complex issues to human agents. This lets your team focus on higher-value work while customers get fast, accurate help. Key capabilities include: - Answering Common Questions: Provide quick responses using knowledge articles, guides, or pre-defined answers. - Guiding Users Through Tasks: Walk users step by step for things like updating contact info, resetting passwords, or checking case status. - Managing Cases: Create or update cases and route complex requests to the right human agent. - Connecting to Salesforce Data: Access customer details, order history, and workflows to give context-aware answers. In the latest article, "How to Build a Salesforce Support Agent," you will find out what an Agentforce support agent is and how to set it up step by step. Also, the article covers workflow planning, deciding what the agent handles versus human support, designing conversation flows, and includes tips for best practices, common pitfalls, and real-world examples. 📖 Read the full article here: https://lnkd.in/drkYJ4Hf #Salesforce #CustomerSupport #Agentforce #SupportAgent #CRM

𝐓𝐫𝐚𝐧𝐬𝐟𝐨𝐫𝐦𝐢𝐧𝐠 𝐂𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐢𝐧 𝐇𝐢𝐠𝐡 𝐓𝐞𝐜𝐡 & 𝐌𝐚𝐧𝐮𝐟𝐚𝐜𝐭𝐮𝐫𝐢𝐧𝐠 A leading High-tech manufacturing company faced a challenge: - No robust case management - Inefficient customer interaction processes 𝐖𝐢𝐭𝐡 𝐒𝐚𝐥𝐞𝐬𝐟𝐨𝐫𝐜𝐞 𝐒𝐞𝐫𝐯𝐢𝐜𝐞 𝐂𝐥𝐨𝐮𝐝, 𝐰𝐞 𝐢𝐦𝐩𝐥𝐞𝐦𝐞𝐧𝐭𝐞𝐝: - Email-to-Case & Call-to-Case workflows - Automated reminders, escalations & closure procedures - Knowledge sharing via article publication 𝐑𝐞𝐬𝐮𝐥𝐭: · Improved customer service experience · Faster resolutions · Empowered CSRs with shared knowledge 𝐀𝐭 𝐀𝐪𝐮𝐚𝐫𝐢𝐞𝐧𝐭, 𝐰𝐞 𝐝𝐞𝐥𝐢𝐯𝐞𝐫 𝐬𝐨𝐥𝐮𝐭𝐢𝐨𝐧𝐬 𝐭𝐡𝐚𝐭 𝐝𝐫𝐢𝐯𝐞 𝐞𝐟𝐟𝐢𝐜𝐢𝐞𝐧𝐜𝐲 𝐚𝐧𝐝 𝐞𝐥𝐞𝐯𝐚𝐭𝐞 𝐜𝐮𝐬𝐭𝐨𝐦𝐞𝐫 𝐞𝐱𝐩𝐞𝐫𝐢𝐞𝐧𝐜𝐞𝐬. #Manufacturing #CustomerExperience #Salesforce #ServiceCloud #CaseStudy #AquarientTechnologies

After trying different tools, these four stand out for me: 🗂️ CRM – HubSpot: Stores customer info, tracks interactions, and makes follow-ups easy. No more “who is this again?” moments. 🎫 Ticketing – Zendesk: Keeps customer requests organized, assigns priority, and ensures nothing falls through the cracks. 💬 Communication – Slack: Quick, smooth, and collaborative. Perfect for instant updates and team communication. 💻 Live Chat – Intercom: Connects with customers in real time. Perfect for fast support and creating a more personal touch. 👉 These tools aren’t just helpful,they’re the backbone of excellent customer experience. Which one’s your personal favorite? #CustomerService #customersupport #csr #crm

🔗 Seamless CRM Integration: Transforming Customer Support into Customer Delight Disconnected interactions often frustrate customers and slow down teams. The solution? A seamless CRM integration that puts everything in one place. Here’s how it changes the game: ✅ 360° Customer View – Instantly access history, preferences, and past interactions. ✅ Faster Resolutions – Deliver personalized support without switching tools. ✅ Automated Workflows – Escalations, reminders, and follow-ups—handled effortlessly. ✅ Unified Teams – Align sales, marketing, and service for a consistent experience. 💡 At HubXpert—Bangladesh’s only Platinum HubSpot Partner—we help businesses build smarter, customer-first support systems that scale. 🚀 The result? Happier customers, empowered teams, and unstoppable growth. #HubXpert #HubSpot #CustomerSupport #CRMIntegration #SeamlessWorkflow #BusinessGrowth

🚀 Maximize Customer Support with Salesforce Service Cloud At The Growth Technologies, we empower businesses to deliver world-class customer service experiences by leveraging the power of Salesforce Service Cloud. 🔍 Why Service Cloud? Salesforce Service Cloud is not just a help desk — it's a complete solution to streamline your customer support, case management, and service automation, leading to stronger retention and higher customer satisfaction. ✅ Our Strategy: We believe in aligning Service Cloud implementation with your unique business needs. Our strategic approach includes: 🎯 Customer Journey Mapping – Understand every touchpoint to deliver contextual service. 🧩 Omnichannel Enablement – Seamless support across email, phone, chat, SMS, and social media. ⚙️ Automation with Flows & Macros – Reduce response time with intelligent workflows and self-service. 🔧 Tactics That Drive Results: Case Auto-Assignment & Escalation Rules – Ensure the right agent handles the right case at the right time. Knowledge Base Setup – Empower agents and customers with consistent, searchable answers. Einstein AI Integration – Predictive insights and recommended actions to boost first-contact resolution. SLAs & Milestones – Monitor and meet service levels effectively. 📈 Whether you’re looking to implement, optimize, or scale your Service Cloud environment, our certified experts at The Growth Technologies are ready to guide you at every step. 💬 Let’s discuss how we can elevate your customer experience. [info@thegrowthtechnologies.com] #Salesforce #ServiceCloud #CustomerSuccess #CRM #TheGrowthTechnologies #DigitalTransformation #CustomerExperience #SupportAutomation #SalesforceConsulting

Hello #Trailblazers, Recently I shared two posts: one about improving #CustomerService with #ServiceCloud tools, and another about how it works hand in hand with #DataCloud. Here are the links in case you missed them: ➡️ https://lnkd.in/dTG-Zse7 ➡️ https://lnkd.in/d9bEvKjq But how do you know if your customer service really improved? How do you measure success? That’s where KPIs (Key Performance Indicators) come in. They show how well you’re meeting goals, how your solution performs, and help you make smarter business decisions. Here are some of the most important Customer Service KPIs to check if your Salesforce launch was truly successful: ⏱️ Average Handle Time - average duration to handle inquiries. 👉 Improve with Einstein Bots or #Agentforce #AI Agents to deflect routine cases and guide faster resolutions. ⚡ Average Speed to Answer - time it takes to respond to a contact. 👉 Omni-Channel routing assigns cases/chats to the best available agent instantly. 🎖️ First Contact Resolution - % of cases solved on first interaction. 👉 A Salesforce Knowledge Base gives agents and customers accurate solutions right away. 🏋 Customer Effort Score - how easy it is to use your service. 👉 Experience Cloud Case Deflection enables customers to self-serve without raising a case. 🤩 Customer Satisfaction - how customers rate your service. 👉 Case Surveys capture feedback immediately after interactions. 📊 Customer Retention Rate - how many customers stay after a set period. 👉 Service Analytics helps identify churn risks and proactively support at-risk customers. These are just a few examples - but I’m curious: which KPIs do you track most often in your projects, and why? And which #Salesforce tools helped boost your Service Cloud efficiency? Stay tuned for my next posts! PS. Want to dig deeper? These resources helped me put this post together: 🌐 https://lnkd.in/dc-E8485 🌐 https://lnkd.in/dx3NmNaU #Trailblazer #Trailhead #SalesforceConsultant #KPI #KeyPerformanceIndicators #ServiceCloudConsultant #BusinessImprovements #SoftSkills #KnowlesgeSharing