Working from home has created a plethora of frustrated customers in this age of instant satisfaction. Your customers have high expectations, and it will only continue to escalate. Customers are continuously frustrated when they’re forced to repeatedly communicate their issues/requests as they’re transferred across your different sales or service channels.
Enabling yourself to be available 24/7 and knowledgeable for your clients’ needs is at the forefront of today’s customer service experience. Suppose you are struggling to implement a sales or service plan. In that case, it might be time to add the Salesforce Service Cloud strategy of Omni-Channel to drive a stronger, more profound customer experience, increase your revenue, and improve your team’s performance. This means you’ll start to gather and control the information gained in your communication across all channels.
Using a Salesforce Service Cloud Omni-Channel solution will support the viewpoint of a consistent conversation that starts and moves without repetition to where it needs to end, providing the customers’ choice to go between your sales and service channels freely.
Advantages of an Omni-Channel solution include:
- Better customer retention rates
- Increased customer satisfaction
- Better efficiency
- Improved collection of customer data
- Gather customer perceptions
- Enhance customer’s shopping experience
- Improve customer service
- Connect in real-time
To have a traditional brick-and-mortar store is not necessarily the best solution in today’s climate, as many have closed. Therefore, many business owners have migrated to an online presence, but unfortunately, the customer still expects to have that face-to-face service they once received. Plus, the expectation now is to be able to receive 24/7 availability. Although many queries and reservations can now be handled via chatbot, which can be read the next business day, businesses need to be flexible to satisfy customer demands without sacrificing the quality of service they provide. An Omni-Channel marketing strategy epitomizes this procedure since customers can contact retailers with less stress.
How Does it Work?
When a customer calls in, Salesforce Omni-Channel automatically routes or pushes to the agents in the queue and assigned to a particular subject with the least number of open items. Salesforce Omni-Channel is a forwarding method that assigns work to your agents based on a set of configured rules and agent skills so that your customers get to the right agents in the right amount of time. Omni-Channel creates a real-time operational tool that improves your agents’ capacity by determining which agent is most qualified, monitoring their workloads, and has the ability for those agents to request assistance from managers as needed.
Another great benefit is the ability to monitor voice transcripts, chat messages between agents and customers, and provide helpful messages that only the agent sees. Managers can also support the customer calls by rerouting, if necessary, by changing queues and updating agent proficiencies promptly.
When Omni-Channel is executed properly, it can provide a coherent experience with every customer interaction. Creating the right sales and service atmosphere usually takes a technical revamp, but as you’ll see, the advantages far offset the costs of the right Omni-Channel strategy. This will help boost the resources you have without straining them by forwarding any type of incoming work to the most qualified and available agent. Salesforce Omni-Channel is flexible and customizable without the need to rewrite code, and thus, allowing you to easily create a queue of agents with different technical skillsets to support sales and service.
Service Cloud Omni-Channel will integrate seamlessly into your system in both Salesforce Classic and Salesforce Lightning Experience.
This post was originally published here.