Understanding the Chemistry of Customer Service

Learn how you can stay connected and ahead with your customers.

Throughout the years there have been many definitions of customer service. The simplest in my opinion happens to be “sell a product or service that works the way it is supposed to and be nice to the customer while doing so.” This is the basic idea behind customer service and while it sounds simple enough to understand theoretically, it isn’t quite the same in reality.

The service landscape has shifted and with this shift, customers have become more connected, aware and empowered. When the need arises for assistance with a product or service, customers demand immediate attention. If they are not attended to immediately, there’s a high chance that you will lose your customers or damage your brand’s image. Therefore it is very important to keep track of your customers’ issues and resolve them as quickly as possible.

“Customer experience has overtaken price and product as the key brand differentiator. To put it simply — the future of business success relies on providing superior customer service.” – Customers 2020 Report

Almost all companies have a system to manage its customer base. However, it is usually outdated or unable to keep up with the rapidly evolving technology. This is shown by a study which states that out of over 800 sales executives who are using CRM technology, more than 70% believe that their systems needed overhauling. If the sales and support team are not equipped with the right tools to rapidly and effectively respond to the needs of the customer, it’s the customer’s level of satisfaction that takes a hit. It’s important to know and have what your customers want before they even ask for it and one of the best tools to help you do so is the Salesforce Service Cloud.

Service Cloud provides a number of different channels for customers to reach out to your sales and support team. Be it via email, phone call, social media, online communities or live chat, customers are able to choose their preferred communication tool. Giving customers different options to communicate with your company is the first step towards delivering extraordinary service.

Interact more via mobile apps and social media

• Companies are already interacting on social media with customers to increase the chances for fast response rates which results in better service.
• 56% of businesses plan to provide in-app services by 2017.

With Service Cloud, companies can even connect one-to-one with their end clients by providing support via mobile apps. Options such as self-service, knowledge base or community forums are accessible within seconds by customers who prefer to attend to the issue on their own.

As for support agents, Service Cloud provides them any customer’s information so that they’re able to deliver contextually relevant help almost instantaneously.  The result? Your customers are much happier with the personalized experience.

With Salesforce Service Cloud, you don’t just deliver world-class customer service that your connected customers expect, but also stay ahead of competitors in the service landscape.

 Lava is an authorised Salesforce Partner in Malaysia and has more than 9 years of cloud solutions, CRM implementation and consultation experience. We pride ourselves in not just being a CRM partner but in also understanding the needs of our customers and taking their business to the next level.