Salesforce Service Cloud is a great customer relationship management (CRM) platform used by customer service and support pros. What makes it so great? Here’s Penrod’s take.
It’s easy access
Let’s face it: when you’re trying to support customers, there’s nothing worse than toggling between screens and platforms, trying to figure out who last had the case, what actions were taken, and what the next steps are to meeting the customers’ needs.
Service Cloud eliminates all those pain points in one fell swoop. All the information you need is there on one dashboard. Easy. Simple. Efficient. No more toggling between screens while a customer waits not-so-patiently on hold.
We also love that you can customize user profiles and roles to grant different levels of access so you can see the information you need without being overwhelmed. Get as specific or as broad as you like. For example, management wants to see high-level view of the department. Who is overwhelmed? What types of problems are customers calling in about? What times of day – or year – are the most calls coming in? With Service Cloud, it’s no problem.
Managers can then use this information in planning budgets, schedules, and adding new staff as needed. They can also share this information with executives, giving them high-level insights on developing trends and broad metrics.