Deliver personalised service customers remember with a Retail customer service platform. Grow customer lifetime value, reduce costs and maximise efficiency when you reimagine service and productivity with AI and autonomous agents.
Reduce costs with an autonomous agent assisting your customers across channels any time using conversational language tailored to your brand’s voice.
Transform how service teams deliver value across every customer touchpoint with Service Cloud, built on the Salesforce Platform. Increase customer satisfaction and deflection. Maximise service efficiency - from Self-Service to the Contact Centre and the field - with the most complete platform powered by data and AI.
Increase customer satisfaction with workflows powered by all your data — no matter where the data lives. Connect any data, system or AI model securely and automate tasks and processes wherever they run — including in legacy systems. Trigger automated flows based on changes to your unified customer data to deliver the most contextual and personalised experiences.
Don’t put your shoppers on hold. Meet them on their preferred channels and take the friction and frustration out of service. Scale 24/7 support easily with AI-powered chatbots, resolving cases faster by automating answers to common questions and business processes.
Intelligently route work from any channel to the right agent for the most efficient resolution based on skill set, availability and capacity. Automatically route work items to the most available and qualified queues, agents or even Einstein Bots to assist customers more effectively and close cases faster.
Enhance customer engagement with real-time personalisation, optimise field teams with our best-in-class scheduling engine and access to off-line data and improve field visits with the help of trusted AI built on the Salesforce Platform.
Increase customer satisfaction and reduce agent handle time with AI-generated replies on SMS, WhatsApp and more. Use Einstein Service Replies on any channel to analyse content from customer conversations in real time and generate replies based on the conversation or data from your company's trusted knowledge base. Agents can share these replies with customers with a single click or edit them before sending.
Give your agents the most relevant data and the right tools to support shoppers on any channel. Automate the distribution of cases in your service organisation so every customer receives the fastest and most accurate resolution.
Improve agent productivity and customer satisfaction with relevant knowledge article recommendations that appear directly where your agents work. Help agents resolve customer cases efficiently by recommending articles that were attached to similar cases in the past. Agents can quickly select the most relevant article and attach it to the case or send directly to the customer — saving time by avoiding searching or scrolling through long lists of articles.
Instantly collaborate to solve cases, address incidents and complete field service requests faster by swarming in Slack. Quickly bring together the right experts with Expert Finder and kick-off a swarm channel directly from a case or incident in just a few clicks. Our native integration means your agents can participate in a Slack swarm without ever leaving the console. Swarming data is automatically sent back to Salesforce to ensure all context is captured in one place.
Deliver personalised service and save time with AI built directly into your flow of work. Use Einstein to analyse historical case data and automatically classify and route them to the right agent or queue. Empower agents with AI-generated replies, summaries and knowledge articles crafted from conversation data and your company’s trusted knowledge base. Combine your business rules and predictive models to surface the right offer and next-best actions to take, in real time.
Reduce costs and increase case deflection by empowering customers to complete tasks on their own. Give customers access to automated business processes through your website or mobile app. Guide them with dynamic, step-by-step screen flows and surface the most relevant information and recommendations, all based on the customer's unified profile.
Scale intelligent solutions across multiple channels with chatbots. Automate routine tasks — like providing common answers or performing typical processes — and help your team do more. Easily create rich experiences for customers on their preferred messaging platform and in their preferred language with multilingual bots.
Give supervisors the visibility and insights to onboard, coach and manage agents. Supervisors can monitor key contact centre metrics in real time and step in to assist on conversations when agents need support. Improve onboarding, agent productivity and agent engagement by enhancing supervisor visibility and coaching tools.
Contact us today to learn more about how Salesforce can meet your unique needs.
We’re creating this magical journey and our customers are saying, “Wow! They actually understand who I am and what I want."
Peter Ratcliffe,Head of Technology, R. M. Williams
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Discover insights and thought leadership for the Retail industry.
Salesforce's Retail customer service solution is Service Cloud. It empowers retailers to deliver exceptional, personalised customer service across multiple channels. With Service Cloud, retailers can manage customer interactions efficiently, resolve issues quickly and provide proactive support, enhancing overall customer satisfaction and loyalty.
Unified Customer View: Offers a centralised, comprehensive customer profile for personalised experiences.
Omnichannel Commerce: Integrates in-store and digital shopping for seamless customer journeys.
Operational Efficiency: Improves inventory, Order Management and customer service with tools like Order Management and Service Cloud.
AI-Driven Insights: Provides analytics and AI to understand and anticipate customer behaviour, enhancing marketing and sales.
Exceptional Customer Service: With Service Cloud, delivers personalised, multi-channel support, boosting customer satisfaction and loyalty.
Adaptability: Easily scales and adapts to business growth and evolving Retail trends.
Retail software helps retailers manage customer interactions across channels. It streamlines customer support processes and offers features like case management, digital engagement, knowledge management and collaboration to solve enquiries faster and increase customer satisfaction.
Customer service and support software is crucial for businesses to deliver efficient customer support and ensure increased satisfaction and loyalty. It manages support enquiries, tracks and resolves issues and provides insights to enhance customer experiences, driving business growth and success.
Choose the Retail solution that's right for you — whether your goal is to win new and profitable customers, simplify and scale omni-channel commerce, elevate connected and consistent Retail customer service, supercharge your store and HQ employees or strengthen and optimise partner relationships.
