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Elevate Connected and Consistent Customer Service
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.
These service teams use Salesforce to put customers first.
Say hello to Agentforce Service Agent.
Reduce costs with an autonomous agent assisting your customers across channels any time using conversational language tailored to your brand’s voice.
Deliver personalized support at scale with trusted AI.
Transform how service teams deliver value across every customer touchpoint with Service Cloud, built on the Salesforce Platform. Increase customer satisfaction and deflection. Maximize service efficiency – from Self-Service to the Contact Centre and the field – with the most complete platform powered by data and AI.
Engage customers anywhere, anytime.
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 personalized 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 personalization, optimize field teams with our best-in-class scheduling engine and access to offline data, and improve field visits with the help of trusted AI built on the Salesforce Platform.
Help service teams deliver accurate, faster resolutions with a unified workspace.
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 analyze 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 organization 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.
Increase revenue with automation.
Deliver personalized service and save time with AI built directly into your flow of work. Use Einstein to analyze 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 center 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.
Complete your retail solution with products from across the Customer 360
Service Cloud
Drive productivity, reduce costs, and increase customer satisfaction at scale with Service Cloud.
Customer Service AI
Increase customer satisfaction and boost service team productivity with trusted conversational, predictive, and generative AI solutions built into the flow of work.
Einstein Bots
Resolve cases faster and scale 24/7 support across channels with AI-powered chatbots.
Contact Centre
Drive efficiencies and case resolutions faster with AI, automation, and omni-channel support.
Slack
Power productivity with automation, knowledge, AI, and collaboration at the center of an open, extensible platform in Slack.
Field Service
Streamline operations, boost profits, and increase happiness for your field team and customers.
Data Cloud
Deliver proactive service with a single, dynamic view of every customer by unifying all your data across your business.
Ready to transform your retail business?
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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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Elevate Connected and Consistent Customer Service for Retail FAQ
Our portfolio of products, built on the trusted Salesforce Platform, helps you connect with customers in a whole new way. Now everyone — your marketing, sales, commerce, service, IT, and data teams — can augment their work with connected data, trusted AI, and the #1 AI CRM, purpose-built for retail.
Retailers have access to a unified engagement platform that provides a single source of truth across their entire partner ecosystem – marketing, commerce, service, and IT. You can now focus on driving costs down and loyalty up with Salesforce for retail CRM.
Retail customer service 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 inquiries 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 inquiries, 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 optimize partner relationships.
