Service Cloud Datasheet
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The Service Cloud is a next-generation customer service platform that allows companies to engage with customers across multiple channels like phone, web, and social networks like Twitter and Facebook. It provides tools for customer service agents to collaborate in real-time to resolve complex issues faster. The cloud-based model is less risky and provides faster value than traditional on-premises software.
Service Cloud Datasheet
- 1. The Service Cloud Twenty years ago, customer service meant picking up the phone and talking with an expert to resolve an issue. Since then, companies have spent billions of dollars building out phone trees, self-service portals, and outsourced call centers. Cheaper? Sure. But although this investment gives customers more ways to contact a company, it also makes it more difficult to find answers. Customers are now turning their backs on this service model and looking to others for answers. They’re talking about companies like yours in discussion forums and on social networks like Twitter and Facebook. They’re leveraging “the cloud.” And you? Chances are you’re unaware of these conversations. What’s more, your agents still struggle to answer complex questions. They lack tools to collaborate, so the knowledge held by one person can’t be shared easily with others. It’s time for a new model. One that bridges the gap between the contact center, website, and social networks, and helps companies collaborate to close cases faster. Welcome to the Service Cloud—now with Salesforce Chatter. The Next Generation of Customer Service Join the conversation The Service Cloud is the next-generation platform for customer service. It lets you tap into the power of customer conversations no matter where they happen. You can harness the know-how found on your website, in a customer’s tweet on Twitter, or in a discussion between friends on Facebook. Your enterprise knowledge increases. Your agents get smarter. And you gain insight into real customer needs. Salesforce Chatter: the conversation starts here Now agents can collaborate across the company in real time. Chatter can help you identify internal experts and stay on top of critical developments relating to your top accounts and service cases. Complex issues get resolved faster. And by serving up answers anywhere customers want them—over the phone, on the Web, or even in Twitter—customer satisfaction climbs.
- 2. Best of all, the cloud computing model means the Service Cloud is less risky and gives you faster time to value than your old on-premises software. And without any additional hardware or software purchases, it’s perfect for times like these, when everyone is expected to do more with less. Thousands of conversations. One cloud. The Service Cloud lets you join every conversation, including those that have been out of reach of service organizations until today. These conversations occur within: ▪ Online communities – Give your customers a place to have their conversations. Along with self-service, it’s a place to share ideas, get help or training, and interact with other customers and your company. ▪ Social networks – Tap into the places your customers already frequent. The Service Cloud is open, so you can easily plug into communities like Twitter and Facebook and harness their collective wisdom. ▪ Your contact center – Bring your agents into the conversation. Empower them with easy-to-use tools that keep them moving quickly. Let them share knowledge through every channel. ▪ Partner communications – Your business and service partners can also join the Service Cloud. Share customer information, answers, and access to the best minds in any company—anywhere. ▪ Search – Google is the first place many people turn to for answers. Because the Service Cloud lives on the Internet, your customers can quickly access your knowledge and resources with a simple Web search. Knowledge: the heart of the cloud How can you connect all these conversations? The key is a single cloud computing platform with the world’s most advanced knowledge base technology. This technology can sift through thousands of replies and quickly “ present the right answer to the customer, agent, or partner, anywhere in the cloud. That’s what the Service Cloud with Chatter delivers. And that means more satisfied customers and more productive agents. Our public Only with salesforce.com knowledge base got 1.46 million hits in 6 ” You can’t serve today’s customers with yesterday’s technology. It’s too costly and complex, and you miss out on too many conversations. You’re much months. better off with the native cloud computing power of Salesforce CRM and Jerry Kelly, CIO the Force.com cloud platform. We’ve been the leader in enterprise cloud Avid computing for more than a decade. Other industry leaders like Comcast, Qualcomm, and Orange Communications trust us to help them deliver the next generation of customer service and support. That’s why Salesforce CRM is the fastest-growing customer service solution among support teams of all sizes. For more information Corporate Headquarters Global Offices Contact your account executive to learn The Landmark @ One Market Latin America +1-415-536-4606 how we can help you accelerate your Suite 300 Japan +81-3-5785-8201 CRM success. San Francisco, CA, 94105 Asia/Paci c +65-6302-5700 United States EMEA +4121-6953700 1-800-NO-SOFTWARE www.salesforce.com Copyright ©2011, salesforce.com, inc. All rights reserved. Salesforce.com and the “no software” logo are registered trademarks of salesforce.com, inc., and salesforce.com owns other registered and unregistered trademarks. Other names used herein may be trademarks of their respective owners. DS_ServiceCloud2_2011-01-28