Salesforce frees contact centers from friction to streamline customer interactions
Posted: Sat Dec 28, 2024 5:56 am
Contact centers are faced with a plethora of mostly unstructured, conversational data that is also rooted in disparate digital channels. With the ultimate goal of unifying this data into a single platform, Salesforce today announced a series of innovations for Service Cloud Digital Engagement at Connections, an event the CRM giant is holding this week in Chicago. Integrated into the Einstein platform, these new features will enable contact centers to have a much more complete view of the customer and be able to treat them with more value in each and every conversation they have with them.
The debut of such innovations in Salesforce Service Cloud Digital Engagement is particularly significant when you consider that 80% of customers expect consistent interactions with companies, but 55% feel they are contacting multiple, unrelated departments rather than a single company. In addition, customers interact with brands across eight channels on average, which ultimately results in inconsistent communications and consumer dissatisfaction and frustration.
All the improvements that Salesforce incorporates to Service Cloud Digital Engagement
Salesforce’s Service Cloud Digital Engagement capabilities today are designed to create frictionless, personalized, conversational experiences across all channels . And when connected to the Data Cloud, these next-gen capabilities unify and harmonize all of the data (structured and unstructured) held by businesses. These capabilities include:
Unified conversations for WhatsApp , which will allow contact center belgium whatsapp list agents to access unified customer profiles and the complete history of conversations held with them. In this way, the different departments that the customer contacts will be able to work on the same customer profile and provide them with a seamless experience.
Omni-Channel on Mobile is a tool that will provide contact center agents with the flexibility to respond to customer queries from any digital channel through the Salesforce mobile app, while remaining connected at all times to Einstein 1, where all conversations are stored.
Bring Your Own Channel is a feature that will give businesses the ability to integrate digital channels such as KakaoTalk, Discord, Instagram, and TikTok into the Service Cloud platform through different APIs and connectors. Data from these external channels will then be unified and harmonized in Data Cloud to provide a complete view of customer interactions from a single source.
“As customers interact with businesses across more channels, they are looking for more personalization and higher-quality experiences ,” said Kishan Chetan, EVP & GM of Service Cloud at Salesforce. “With Service Cloud integrated into the Einstein 1 platform, companies can bring together data from sales, customer service, and marketing to deliver a better customer experience and fuel growth,” he added.
Unified Conversations for WhatsApp is now available in Service Cloud, while Omni-Channel on Mobile will launch in beta this summer and be accessible to everyone by the end of 2024, and Bring Your Own Channel will debut this summer.
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The debut of such innovations in Salesforce Service Cloud Digital Engagement is particularly significant when you consider that 80% of customers expect consistent interactions with companies, but 55% feel they are contacting multiple, unrelated departments rather than a single company. In addition, customers interact with brands across eight channels on average, which ultimately results in inconsistent communications and consumer dissatisfaction and frustration.
All the improvements that Salesforce incorporates to Service Cloud Digital Engagement
Salesforce’s Service Cloud Digital Engagement capabilities today are designed to create frictionless, personalized, conversational experiences across all channels . And when connected to the Data Cloud, these next-gen capabilities unify and harmonize all of the data (structured and unstructured) held by businesses. These capabilities include:
Unified conversations for WhatsApp , which will allow contact center belgium whatsapp list agents to access unified customer profiles and the complete history of conversations held with them. In this way, the different departments that the customer contacts will be able to work on the same customer profile and provide them with a seamless experience.
Omni-Channel on Mobile is a tool that will provide contact center agents with the flexibility to respond to customer queries from any digital channel through the Salesforce mobile app, while remaining connected at all times to Einstein 1, where all conversations are stored.
Bring Your Own Channel is a feature that will give businesses the ability to integrate digital channels such as KakaoTalk, Discord, Instagram, and TikTok into the Service Cloud platform through different APIs and connectors. Data from these external channels will then be unified and harmonized in Data Cloud to provide a complete view of customer interactions from a single source.
“As customers interact with businesses across more channels, they are looking for more personalization and higher-quality experiences ,” said Kishan Chetan, EVP & GM of Service Cloud at Salesforce. “With Service Cloud integrated into the Einstein 1 platform, companies can bring together data from sales, customer service, and marketing to deliver a better customer experience and fuel growth,” he added.
Unified Conversations for WhatsApp is now available in Service Cloud, while Omni-Channel on Mobile will launch in beta this summer and be accessible to everyone by the end of 2024, and Bring Your Own Channel will debut this summer.
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