SalesForce's Service Cloud Technology is shaping up to be the future of customer service. The video below demonstrates how a customer can just hop on to Twitter and get his answers conveniently and how companies can theoretically benefit from this technology.
Salesforce recognizes that this popular micro-blogging network is fast becoming an important new channel for customer service. In their service cloud feature, companies using Salesforce as CRM can watch and monitor like "Big Brother" all Twitter conversations about their products and services. They can either set-up filters within Salesforce to do this and also create a dedicated Twitter account to receive inquiries for the customer.
The key factor in this feature is real-time. Customer cases can theoretically get resolved in a matter of seconds from an inquiry is posted on Twitter. With real-time twitter monitoring, customer service agents can simply look up a tweet, open the case the was automatically generated by the Salesforce system, look up solutions in knowledge base and tweet back the information. All can be done in 5 mouse clicks in a few seconds.
It's just simply total convenience on both sides. When completely implemented, customers can just opt to use this new channel to get answers to simple inquiries and be rest assured that the company on the other end will be able to provide solutions in real-time and faster than the traditional phone call can do. Companies using Salesforce will benefit from this technology as less phone calls will clogging the lines and they would require less people to man the phones. The biggest benefit for companies with Salesforce Service Cloud is that in the long run they are able to gain customer loyalty as they are able to respond to them quickly and hassle-free.
2 comments here!:
sana nga ganu lang kabilis mag-resolve ano? Pero realistically kung wala kang kausap and sanay na sanay ka na sa CRM mo, possible to..
hmmm.. interesting. I wonder how many actual people are using social networks to find answers versus people who still prefer to call? I think its still a long way to go before this technology actually provides any impact on business. It really depends on people accessibility to the internet and their likelihood to use social networks. Sadly, there are still millions oblivious on this. A good part of the masses will still want to talk to a live person.
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