Customers now control how and when they interact with your brand across a multitude of channels. Regardless of the channel or department they contact, customers expect a consistent and personalized experience. Since the responsibility of fielding customer interaction no longer falls solely on customer service departments, your entire organization must be aligned to deliver relevant and consistent experience across web, social, and mobile platforms.
Bluewolf’s State of Salesforce report found has found that 84% of salesforce.com clients believe that customer engagement will dominate productivity as primarily responsible for their company’s growth. This means that employees in all departments need to have a comprehensive view of a customer’s history and activity across all channels in order to deliver relevant, personalized experience each and every time.
Sales and Service departments play an increasingly crucial role when it comes to customer satisfaction, engagement, and retention. In order for a brand to remain competitive, these two departments need to be in sync. Past and present customer interactions must be visible to both Sales and Service to ensure the best and most unique experiences each time a customer interaction takes place. Organizations that are delivering optimal customer engagement have alignment, visibility, and trust between their internal departments.
Service agents in particular have a tight window of time to resolve customer inquiries via phone call, online chat, or Twitter. They should not have to search around to get the information they need to deliver a positive experience for the customer who is waiting for a response. Service Cloud is empowering employees to track a customer’s experience with your brand across a multitude of social, web, and mobile channels so that they are able to follow customer cases, integrate social-networking tools, and see the customer’s analytical sales data. Based on our findings, organizations that have both Sales Cloud and Service Cloud are increasing their innovation and bottom-line revenue. We found that 93% of Salesforce.com clients using both Service Cloud and Sales Cloud say that Salesforce is more valuable to their business than it was one year ago.
Companies that are investing in Salesforce are paving the way in delivering proactive, timely service. Leading organizations are combining Sales Cloud and Service Cloud to enable a seamless customer experience that allows both departments to work from a single application. Integrating the two clouds creates a streamlined view of the customer’s history and activity so that sales and service work together to develop an enhanced understanding of their customers. With the help of Salesforce’s Sales and Service Clouds organizations are driving cross-departmental collaboration and identifying greater opportunity for cross-sell/up-sell.
In our report we share the growing trends that leading organizations are utilizing to increase customer engagement and value of their business. These companies understand that engaged employees create engaged customers and that the combined sales and service relationship is key. The stats speak for themselves: see how the best companies are using Service Cloud with Sales Cloud to get results in our infographic, Service Cloud Delivers Enhanced Customer Engagement.
