One of the major challenges associated with rolling out any new product or service is putting in place the systems needed to support it. Without those systems in place, chances are high the customer consuming those services or buying that product is going to have a sub-optimal experience.
To make it simpler to marshal those resources, Salesforce today updated Salesforce Service Cloud to include case management tools that make it possible to set up service flows using a few clicks versus having to write code. Via those and other tools, Keith Pearce, vice president of marketing for Salesforce Service Cloud, says a service administrator can, for example, create a customer community and knowledge base as well as connect to email, Facebook and Twitter feeds without requiring any help from a developer.
“They can be set up in less than a day,” says Pearce.
Other new capabilities being added via this update include support for AppExchange and Lightning App Builder for Service tools that make it simpler to customize Salesforce Service Cloud, a Salesforce Service Cloud Mobile application, and an enhanced management console.
Pearce notes that as organizations look to empower service desks to cross-sell and upsell additional products and services, the quality of the customer experience provided via a support desk has become a strategic business issue. The days when organizations were primarily focused on minimizing support interactions with customers to reduce costs are coming to an end. Instead, organizations are finding the more they engage a customer via support, the more likely it becomes that customer will consume additional products and services.
It may still take a while for every business to come to that realization. But time and again, it can be shown that the most successful companies in business today all have one thing in common: They all provide a superior customer experience.