Fuel Service Efficiency in Financial Services
Boost productivity without sacrificing the personal touch your customers love with industry-tailored solutions designed for improving customer service in financial services.
Leading financial services organizations power customer service with industry-tailored solutions.
The proof is in the numbers.
1.4B
financial accounts
powered by Financial Services Cloud**
5
top financial institutions
use Salesforce to power their contact centers & service operations**
31
%
higher agent productivity*
improve agent productivity with Salesforce.
* Nucleus Research ROI Case Study. ** SalesforceInternal Customer Data
Increase productivity and improve customer satisfaction in financial services.
Deflect calls, increase productivity, and reduce operational costs with self-service portals and chat bots. Unify your financial services platforms and unlock data to provide agents with a comprehensive view of your customer. Provide transparency into case details, progress, and resolutions from front through back office.
Resolve cases faster with turnkey AI solutions for financial services.
Deliver personalized service and save time with AI built directly into your flow of work. Use Einstein to analyze historical financial data and automatically classify and route them to the right agent, banker, advisor, or broker. 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 financial goals and next best actions to take, in real time.
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. Watch a demo.
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 — like suggesting to open an investment account after meeting a savings goal. Craft and showcase tailored offers and actions that resonate with your customers, and align with your business goals.
Increase efficiency and deflect calls with self-service
Self-service
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, like requesting a policy update or applying for a credit card. Guide them with step-by-step screen flows and surface the most relevant, based on the customer's profile.
Help customers find answers fast. Surface answers that are grounded in your knowledge base directly into your Help Center page or in a chat with an autonomous bot. Save agents time by autogenerating and sharing answers directly in their flow of work.
Quickly build and launch a branded self-service customer portal with prebuilt templates and easy-to-use, drag-and-drop functionality. Use Experience Builder to style your site, create and customize pages, and deliver a personalized experience to your customers. It’s the low-code way to get started and be up and running quickly.
Meet customers where they are – anytime, anywhere.
Omni-channel Engagement
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.
Save time and resources by capturing all customer data in a single call with AI and automation. With cloud telephony embedded in Salesforce, calls are transcribed in real-time, launching automation to complete workflows or assist agents. Managers get better coaching tools, offering live and post-call feedback.
Don’t put your customers on hold. Meet them on their preferred channels from your website; mobile app, SMS, WhatsApp, Facebook Messenger, Apple Messages for Business, and more. Scale 24/7 support easily with AI-powered chatbots to resolve cases faster by automating answers to common questions and business processes.
Personalize customer service and fuel agent productivity.
Contact Center Transformation
Accelerate agent productivity with an intelligent, unified, automated workspace. Enable CSRs to view data from multiple platforms with prebuilt integrations, and eliminate the need to toggle between systems with a single-page view of the customer.
Improve customer experiences and quickly identify coaching opportunities from a call recording with Einstein Conversation Insights. With Einstein Conversation Insights, you can surface key moments on call transcripts, such as product mentions, compliance mentions, or your own custom mentions to help coach agents to ensure each customer interaction is optimized for success.
Drive efficiency and boost agent productivity with AI-generated summaries for any work, order, or interaction. Save time by using Einstein to predict or create a summary of any issue and resolution at the end of a conversation. Empower agents to review, edit, and save these summaries to feed your knowledge base.
Help customers more effectively when your phone channel runs natively inside of Service Cloud. Connect your customers to the right agent at the right time, and give your agents all the context they need to assist customers and resolve cases faster.
Power your service operations efficiently with automation and connectivity.
Service Operations
Help agents provide enhanced customer service experiences and service operations teams transparency into case status 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.
Improve efficiency and scale quickly by automating frequent and complex processes like transaction disputes and complaint management with low-code tools and solutions. Fast-track work between front through back office by coordinating interrelated, multi-team processes into a single, streamlined workflow.
Optimize your workflows and reduce human errors by automating high-volume, repetitive tasks at scale. Enable your team to focus on higher value work by replacing mundane tasks with bots that can intelligently process documents, enter data, or take action on the user’s behalf, all without code. Use these bots across any system or application, including PDF documents, spreadsheets and even disconnected legacy systems
Simplify determining eligibility or qualification for a certain service process, like filing an insurance claim or reversing a fee, and automate complex decision-making to find solutions faster using Business Rules Engine.
Integrate with core financial platform data.
API and Integration
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.
Unify and harmonize all of your internal and external customer data with Data Cloud. Unified profiles allow you to better engage with customers based on their individual needs and preferences. Deliver intelligent service when you unlock deeper insights and take action in real time with AI and automation, grounded in trusted customer 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.
Build your complete service platform with these related solutions and products.
Service Cloud
Automate financial transactions and processes, and streamline workflows that drive customer satisfaction.
Financial Services Cloud
Unify customer experiences across channels, geographies, and both consumer and commercial lines of business.
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 in Financial Services Cloud with our help.
Get in touch today and our experts will guide you through the process step by step:
- Chose 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.
Scale Service
Empower financial success with actionable financial goals powered by data and AI.
We understand we’re not a software company. That’s why we’ve partnered with Salesforce to deliver digital engagements that consistently exceed member expectations.
Scott VerBrackenVP, Automotive Services, AAA - Service
Learn how banks, wealth managers, and insurers are transforming their service operations.
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Deliver success now by empowering your agency or brokerage with digital-first technology, unified insights, and automated workflows.
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Service Cloud for Financial Services FAQs
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 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.
AI can help financial services companies automate manual tasks, increase agent productivity, increase case resolution times, and increase customer satisfaction.
If your bank, wealth management firm, or insurance agency provides support to customers through real-time channels, such as chat, messaging, phone or social, you need contact center software
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 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.
Customer relationship management (CRM) allows companies to stay connected to customers across departments, run business efficiently, and boost customer satisfaction. Contact center software provides the real-time engagement channels and case management tools to manage customer support needs.