Have you ever had a call center not respond because it was overloaded? Your email will take a few days to respond, and if you reply and want additional information, someone else will answer. And how many times has that happened to you recently?
For many companies and entire industries, the current situation is that digital transformation is something they did not fully anticipate and are not prepared for:
They do not have online portals for customers where they can order, respond to their orders, etc.
They don’t have contact centers set up to allow employees to work from home with a computer and phone. This is a problem especially now that the centers are overloaded.
They are unable to handle their communication on social networks, email and call center within one environment and with a comprehensive view of the client. And it costs them a lot of time to always find the history of communication when a customer asks a question/request and respond to it again.
What do we perceive to be the most common problems of contact centers?
The need to work from the employer’s computer and chinese overseas america database therefore the reduced possibility of working from home
It is not possible to prioritize queries and direct them to the right operators, thereby reducing the costs of handling the query.
Contact center operators need several different systems that are not interconnected to handle a request
Missing knowledge base and predefined answers to frequently asked questions
High employee turnover in contact centers, in connection with the previous point, increases the time and cost of responding to customers.
The customer service support system does not allow for flexible response to management requests and easy redirection of inquiries
After successfully handling a customer request, operators do not have quick support for subsequent and smart cross-sell
Salesforce Service Cloud is #1 and you currently get its most advanced features for free
Salesforce is not only the most used CRM in the world, but it has also long been the number one in the field of contact center solutions.
Thanks to the Salesforce platform and its Service Cloud enterprise apps are rarely available through app stores. product, we are able to quickly build a complete contact center that flexibly handles end customer inquiries. We will enable operators to handle calls from home and on their mobile phones. This way, you can handle all your customers on one platform.
Thanks to a defined knowledge base, you are able to handle customer requests through the portal, without the need to contact contact center operators. This allows operators to focus on other, more complex questions. In addition, you can also handle email and social media inquiries on the same platform.
What do we perceive common problems of contact centers?
Of course, you can handle requests from anywhere and on any device. In addition to the web interface, Salesforce also offers a native mobile application for Android and iOS.
Salesforce Care
In light of the current situation regarding COVID-19 and the thailand data increased pressure on contact centers, Salesforce has introduced the Salesforce Care package .
This extension, which is currently free for 90 days, will allow you to use the most advanced features of this platform, among other things:
A portal solution where you can handle frequently asked questions without having to contact your call center. You can of course just embed it in your web portal
The portal solution allows you to query your knowledge database in real time based on a customer query and offer the customer helpful articles/answers.
The same feature is available in the operator console. For example, based on keywords in an email, Salesforce will automatically offer you the most relevant instructions on how to respond to a customer.
You can handle customer requests within the console via SMS, live chat bots, Whatsapp and the social network Facebook.
You can also redirect communication from Facebook to Salesforce and avoid having to click between several tools.
And how can Enehano help you ?
this extent, an MVP contact center can be fully operational within one month, including connection to CTI