What is Customer Support, Salesforce? And Why Should You Care?

What is Customer Support, Salesforce? And Why Should You Care?

Salesforce is changing the way customer centres work

Today, customer service is one of the most important tools for maintaining client relationships when the competition is always a few clicks away, and companies compete for customers. That's why more than 8,000 companies worldwide use Salesforce as a tool to manage their contact centres. 

This is mainly due to the speedy implementation and cost savings, which are significantly lower compared to other solutions requiring infrastructure. Another key factor of Salesforce's success for Customer Centers is its ability to manage communications not only through traditional channels: telephone, e-mail, but so-called new media such as Facebook or Twitter.

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Thanks to the solution architecture, Salesforce for Customer Centers is not only for large corporations, but can also be used by a small business or multi-employee organization, which has the chance to build a high-quality customer service centre at an affordable cost. 

Of course, there is also the possibility of integration with your internal systems and telephone exchange. That is why customer centre users can handle customer requests many times faster and cheaper over Salesforce, without having to buy a costly IT infrastructure for the company. Also, due to the ease of setup, customer centre processes can be set up directly by the supervisor and not by the IT department. 

An award-winning integrated contact centre solution.

Why Salesforce

• The implementation is fast and simple, you will not wait for anything or install anything
• Simple customization that you can handle on your own
• Manage all communication channels throughout the client relationship
• A proven solution used by thousands of companies of all sizes and industries
• You pay for users, so it's up to you if you have two or several thousand

Salesforce as a way to retain customers

Thanks to the interconnection of the application for sales management and customer service, you have all the customer data at your disposal so that you can serve it quickly and in good quality without unnecessary time delays. You can also forward and track requests to other departments. You can always tell the customer the current status of their request. This will reduce waiting times and increase customer satisfaction and loyalty.

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Salesforce as a tool for managing customer requirements

The ability to acquire and control all customer requirements is one of today's challenges. At the moment we cannot rely on the customer to call us, but we need to work more pro-actively with him. Also, access to customer service can take different forms thanks to the expansion of the Internet. From requests through web self-service portals or within communities like Facebook and Twitter.

Passing a request to another department no longer loses control

Salesforce not only allows you to forward a request to another department, but also to monitor how and whether the request is being handled. You will not be condemned to blind waiting, when you do not know what is going on with the request and whether someone is dealing with it. Thanks to Salesforce, you will be able to tell the customer what the current status of his / her request is at any time and detect it in advance if the solution gets stuck somewhere.

What Salesforce allows for customer centres

• Will enable customers to place requests and modify services using web self-service
• Applications from forms on the website are saved directly to Salesforce
• Manage contacts
• Task and activity management
• Manage customer centre processes
• Increase operator productivity
• It includes an operator console that allows you to speed up communication with the client and find information 
• during a call
• Creating call scripts
• Complete management of e-mail communication with the client
• Integration with the PABX if the number is recognized automatically opens the customer card 
• in Salesforce
• Create analyzes of the operation of the Act. centre
• Easily customize the user interface without programming
• Integrate with your internal systems

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