Three levels of customer service

Do you want to meet your customers’ high expectations? It requires developing your customer service on three mutually supportive levels.

On the first level, let’s get our house in order, which means equipping customer service representatives with modern tools, getting the customer service channels up to par, improving the handling of support requests, and ensuring that customer service agents can be led by data. So, on level one, we ensure that customer service doesn’t drown in support requests, and customers don’t need to repeat the same things every time they contact you.

At the second level, the ball is tossed to the customer. This second level can be dubbed the self-service layer, as the idea is to empower customers with the means to find solutions to their problems independently. For instance, customers could be provided with self-service channels or AI applications capable of answering questions, which can significantly free up customer service representatives’ time for other tasks.

At the third level, customers are proactively served even before they’ve thought about reaching out. At this stage, customer service representatives act more like experts who, instead of just answering questions, share insights that deliver clear added value to the customer. At the same time, these representatives can support sales by identifying opportunities for additional sales based on the customer’s needs.

Bring your customer service
to a whole new level

If you aim to elevate your customer service to the next level,
provide customers with top-tier experiences,
and stop being a step behind,
you need the right tools and unfettered access to customer data.

With our help, you will succeed in digitalizing the entire customer journey,
moving away from handling contact requests towards proactivity
and customer service that delivers added value to the customer.

Service Cloud

We’re here to quickly set you up with Salesforce’s Service Cloud, providing you with a diverse suite of tools to grow your service business. Service Cloud enables multi-channel customer service, gives customer service agents a 360-degree view of the customer, and allows for faster processing and resolution of customer transactions.

Experience Cloud

With Service Cloud, you’re getting your home base in tip-top shape, but the Experience Cloud portal solution helps you toss the ball over to your customers. Experience Cloud opens up the possibility of offering new kinds of customer experiences, adding self-service channels, and quickly building various websites, portals, and mobile applications for your customers and partners.

The most typical challenges of customer service

These are the kind of challenges that we help our customers overcome.

It takes too much time to dig up relevant customer information

When all customer information is available in one place, there’s no need to ask the customer the same questions over and over or try to dig up information from several different systems.

There are simply too many support requests

The number of support requests can be significantly reduced by directing them towards self-service portals and chatbot conversations. This way, customer service resources can be freed up to untangle more complex situations.

Managing the whole situation is difficult, because customers are using so many different channels to interact with us

All channels can be integrated into Salesforce, allowing contacts, regardless of the channel, to be routed seamlessly to the right people. This enables us to offer equally high-quality service to customers, whether they choose to interact via phone, email, or through social media channels.

Managing customer service is expensive and does not add enough value to our company

Customer support, instead of being viewed merely as an expense, can also be seen as a competitive advantage and a catalyst for upselling, allowing businesses to offer top-notch customer experiences. At the same time, customer service representatives can be harnessed to identify selling opportunities as they interact with customers.

Frequently asked questions

Which channels can be managed with Salesforce?

Salesforce not only supports multichannel, but it also enables the seamless integration of all channels together, that is, omnichannel. In practice, this means that your customers will always receive the same high-quality service from you, regardless of the channel.

Is Salesforce too expensive for us, because we don't have a big customer service team?

Absolutely not. Salesforce is a fully scalable platform designed to grow with your organization. It allows you to efficiently run customer services even with smaller resources.

We'd like to improve our customer service, but we are not sure how to get started

Just like with any other project, we urge starting with the goals in mind. After that, it’s crucial to get the tools and processes in order, meaning ensuring the collection of customer data in one place and letting customer service agents make use of that data in service interactions.

Contact us

Are you looking to bring your customer service to a whole new level?