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Customer service agents in financial services struggle to deliver efficient service that customers love because of disconnected systems. Connect to legacy and third-party systems for a unified experience. Scale customer service in financial services with automation and AI, and move common interactions to low-cost self-service.
Leading financial services operations use data to personalize service with Financial Services Cloud.
Scale service with connected data for financial services operations.
Cut costs in customer service for financial services with self-service portals and chat bots. Give CSRs a view of the whole customer with context and history. Implement integrations easily to connect data and execute core banking processes in Financial Services Cloud.
Create efficiencies with self-service.
Reduce customer service costs by increasing call deflection and decreasing handle time. Move expensive calls and branch interactions to lower-cost chat experiences. Enable customers to quickly resolve simple requests without needing to go into an office or pick up the phone. Watch a demo.
Deflect calls from the contact center by seamlessly embedding Financial Services Cloud automation capabilities into existing internet and mobile banking experiences with a self-service portal. Watch a demo.
Customers are digital-first, but not digital-exclusive. Make your financial institution easier to do business with by providing personalized, omni-channel journeys. Delight your customers with seamless interactions between digital and physical channels. Watch a demo.
Deliver personalized service with a complete customer view.
Accelerate agent productivity with an intelligent, unified, automated workspace. Enable CSRs to view data from multiple platforms with prebuilt integration, and eliminate the need to toggle between systems with a single-page view of the customer.
Keep customers’ trust and protect their personal information by verifying the identity of a caller before sharing sensitive information. Set up flows that meet your business and legal requirements that bankers and advisors can use to verify customers or their authorized representatives.
Search an interactive, omni-channel timeline of client information to see key activities relating to a customer in one place. View chronological, unified data regardless of who interacted with the customer. See the channel where the interaction occurred and who was part of the engagement.
Create consumer-grade UI components using FlexCards to display contextual information from multiple sources in an at-a-glance format. They are viewable on any device or channel and provide access to relevant tasks. They can be built quickly using drag-and-drop elements in a WYSIWYG editor.
Empower CSRs to resolve issues quickly.
Use Record Alerts so agents can scan records for notifications to help them decide what needs attention now or soon. For example, if an agent sees a low balance alert on the financial account that funds withdrawals, the agent can proactively notify the client to transfer funds and avoid overdrafts.
Allow service agents to resolve customer queries quickly and more efficiently by launching commonly used processes. Action Launcher streamlines the task by presenting only the relevant processes, based on the context of the call, enabling the agent to deliver a better overall customer experience.
Integrate with core financial platform data.
Accelerate development with prebuilt standards-based (BIAN) banking APIs and templates. Implement integrations easily to connect data and execute core banking processes in Financial Services Cloud. BIAN methodologies enable interoperability and best practices between firms in the banking industry.
Deliver faster time to value with MuleSoft Direct prebuilt connectivity solutions. Execute industry-standard integrations for key use cases in Salesforce so developers can customize on the back end. Start smaller and faster to reduce development costs and cut development time from months to days.
Scale integrations for high volumes of data with a Data Consumption Framework built into Financial Services Cloud. Financial services firms can pull large data sets into Salesforce without running into limits or constraints.
Automate complex service processes.
Help agents provide enhanced customer service experiences with Service Process Studio, a complete framework to design seamless customer service processes quickly and efficiently. Reduce the need to switch between systems with real-time integration of core banking functions and transactional data.
Deflect dispute-related calls and resolve disputes promptly while enhancing customer experiences through the use of data, automation, and AI. Embrace digital transformation through a unified, cost-efficient, self-service platform, enabling dispute managers to prioritize seamless, customer-centric experiences.
Streamline the complaint management process from intake to resolution to analysis. Automate cross-department workflows to resolve complaints quickly and compliantly. Leverage prebuilt analytics to identify trends and improve processes.
Design customer service processes quickly and efficiently using a library of templates such as address update, fee reversal, and manage beneficiaries. Automate common service requests and make them reusable across multiple channels, like your call center and a self-service portal.
Personalize every customer interaction with AI-driven insights.
Enhance service operations and boost productivity by integrating assistive and generative AI. Empower agents to swiftly address customer issues and retrieve information through conversational-style interactions with Einstein Copilot to ensure personalized and effective customer communication.
Deliver real-time analytics to drive valuable insights for customers, agents, and contact center management teams. Anticipate customer needs with predictive analytics to drive lead generation, while leveraging data science and machine learning for lead discovery, prioritization, and conversion.
Utilize AI to present timely, recommended next actions to drive meaningful conversations and foster impactful customer interactions. Craft and showcase tailored offers and actions that resonate with your customers and align with your business
Complete your service solution with products from across the Customer 360.
Financial Services Cloud
Unify customer experiences across channels, geographies, and both consumer and commercial lines of business.
Service Cloud
Automate financial transactions and processes, and streamline workflows that drive customer satisfaction.
Experience Cloud
Quickly launch data-powered sites, portals, and apps, connected across the customer journey.
MuleSoft Anypoint Platform
Integrate data from any services system to deliver critical, time-sensitive data – all with a single platform for APIs and integrations.
Omnistudio
Deliver digital-first and industry-specific experiences across multiple devices and channels.
Marketing Cloud
Personalize customer experiences and optimize each campaign with data-first solutions for any channel and device.
Slack
Bring together the right people, information, and tools to drive business.
Build the perfect customer service solution with our help.
Get in touch today and our experts will guide you through the process step by step:
- Choose the right Financial Services Cloud edition as your foundation.
- Add products/services needed, if not already included.
- Customize the final result with apps, services, and support.
Being able to see all the communication – chat transcripts, emails, phone calls – on the member's profile page has totally transformed agent and member experiences.
Olivia BolesDirector, Operations Projects, PenFed Credit Union
Learn how service innovation helps banks, wealth managers, and insurers.
Retail Banking
Deliver connected and personalized experiences to customers with automation.
Life and Annuity
Connect with customers and give them the support they need without complicated software or distractions.
Group Benefits
Manage the entire benefits lifecycle by connecting your teams, reducing unnecessary steps, and scaling fast.
Property and Casualty
Put policyholders first and deploy faster with interactions designed to help you stay ahead in increasingly digitized markets.
Agencies and Brokerages
Deliver success now by empowering your agency or brokerage with digital-first technology, unified insights, and automated workflows.
Wealth Management
Modernize client engagement, increase client satisfaction, and fuel advisor productivity by delivering automated, data-driven experiences on an integrated platform.
Asset Management
Deliver a unified experience, scale sales team productivity, reduce costs, and automate service experiences for clients.
Learn new skills with free, guided learning on Trailhead.
Hit the ground running with financial services operations tips, tricks, and best practices.
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Try Financial Services Cloud free for 30 days. No credit card. No installations.
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Learn how Salesforce for financial services empowers customers' financial success.
Scale Service FAQ
Customer service in financial services is the support you provide your customers while they use your products or services. Financial services customer service software can offer a complete and connected platform with functionality built for financial institutions.
Financial services operations refers to the middle- and back-office processes and teams that support your customer service across your organization. Financial services operations software can improve efficiency with digital workflows to accelerate business performance.
Financial services operations and customer service teams enable financial institutions to deliver personalized service across the entire customer journey, while empowering service teams to deliver the right level of service for every customer interaction.
Evaluate your company’s needs and goals, thinking about the different service experiences your firm delivers today. Think about what you want to change in your operations to deliver delightful service across all channels. Then, choose the software that will fulfill those demands.
Financial services institutions can improve customer service through automation and self-service. By increasing efficiencies, service and operations teams have more time to focus on what matters most: delivering service that customers love.
