Become truly customer-centric with Service Cloud

by Laura Tattersall

Become truly customer-centric with Service Cloud

by Laura Tattersall

by Laura Tattersall

How can Salesforce Service Cloud help your business become customer-centric? 

Service Cloud does what it says on the tin, it’s all about service and servicing your customers. How can you use Salesforce to keep your customers happy and improve retention and brand loyalty?  

With Service Cloud you can bring customer service cases from across all channels into a single view, showing everything from their first interaction to the last conversation. You can automate repetitive tasks so your team can focus on keeping customers happy and reduce handling time by having all the customer information on one screen. No need to ask the customer to repeat themselves and provide information again and again, your team will have it all in front of them. 

How we helped Refeyn with Service Cloud

We recently implemented Service Cloud for Refeyn, a scientific instrumentation company based in Oxford. The Service Cloud structure meant Refeyn were able to better manage their cases, more specifically case types and their processes. We customised the case management to reflect different SLAs and developed automations to update the customer on any case changes. 

By using Service Cloud, Refeyn have streamlined their case resolution practices and now have one platform with a 360-degree view of all Sales and Service. They can use the platform to track and monitor the performance and effectiveness of their customer service including whether they’re meeting the customers’ needs and resolving issues. Overall Salesforce Service Cloud has vastly improved Refeyn’s ability to serve their customers and helped achieve their goal of being a truly customer-centric organisation.  

NimbusPoint Consultants were very professional, knowledgeable and approachable. They presented us with a great solution based on our requirements and were able to make valuable recommendations. They have a great knowledge base and were very resourceful when asked for further help. We now have a solution that meets our business needs and a great working relationship with NimbusPoint. ”
Kamilla Strzylak, CRM Administrator, Refeyn Ltd

Main Features of Service Cloud

Service Cloud provides a centralised platform to manage and track customer cases. Your team can efficiently handle customer enquiries, complaints, and requests, ensuring timely resolution and customer satisfaction. 

Service Cloud allows your business to offer support through various channels such as phone, email, chat, social media, and more. This omnichannel support enables customers to reach out through their preferred channel, enhancing convenience and accessibility. 

Service Cloud enables the creation and management of a knowledge base, which contains articles, FAQs and other resources. Your customer support team can quickly access this information to provide accurate and consistent answers, reducing response times and improving first-call resolution rates. 

Service Cloud offers automation capabilities, including chatbots and self-service portals. Customers can find answers to common questions or perform simple tasks themselves, reducing the workload on your team and providing faster resolutions. 

Service Cloud provides robust analytics and reporting features, allowing you to identify trends, measure key performance metrics, and make data-driven decisions to continuously improve customer service.

To see a demonstration or to have an informal chat, contact Pam Bharath on 

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