Small Business Service

When choosing a help desk software for a small business, consider factors such as ease of use, ticket management capabilities, integration options, scalability and pricing. Look for a user-friendly solution that allows for efficient customer support, streamlined issue resolution and effective collaboration between team members. Service Cloud offers a comprehensive help desk software that enables small businesses to deliver exceptional customer service, manage support tickets and optimise their support operations.

When your customers have questions, your customer service team needs to be equipped to answer them quickly and easily. When your customer service is frictionless, customers are more likely to return to your product or service. Service Cloud gives agents the tools to deliver an outstanding customer experience, enabling them to work faster and more productively, which improves customer satisfaction and reduces costs. And with Service Cloud and Customer Communities, you can create a self-service community that allows customers to tap into the best information about your product, connect with peers or contact a support agent when needed.

The Salesforce Console was designed with agent productivity in mind. With features such as email to case, skills-based routeing, macros and milestone tracking, Service Cloud gives agents the tools to quickly and efficiently respond to customers on any channel. Agents enjoy a streamlined, intuitive experience that gives them a 360-degree view of your customers, a comprehensive knowledge base and access to company experts. It’s not just about your agents; your entire organisation can glean insights from a case history or help provide technical expertise that answers a common service question.

Insights about customer service issues can be shared and added to a knowledge base so that agents can help customers even faster. In addition to shortening case resolution time, this kind of connected service also makes agents happier. It all comes down to giving them the tools to do more for customers — which in turn drives customer loyalty and referrals.

A self-service community is a customer portal that allows you to help customers help themselves. Delivering self-service means showcasing your knowledge base and offering case management to customers, so they can get answers to their questions any time, on any device, from community content or peers. This allows your agents to focus on solving the most complex issues. And you can even create an internal self-service community for your employees to collaborate around content and business processes.

With Service Cloud and Community Cloud, you can deliver a self-service community or customer portal that is an extension of your brand, while enabling agents to jump on the case when needed, so no question goes unanswered. Extend your support via a fully branded experience where customers — and employees — can tap into articles and discussions and ask questions of other community members or agents with Service Cloud and Community Cloud.

With Salesforce’s customisable reports and dashboards, you can monitor your service metrics and track key performance indicators that are important to your business, whether it’s the customer satisfaction score or average handle time. Dashboards provide high-level visibility at a glance and customisable reports let you drill down for detailed information on the performance of your customer engagement centre, call centre or help desk. Creating your own reports and dashboards is really easy; there’s no need to wait for overloaded IT resources.

Field Service is our field service management solution built on Service Cloud that provides your business with the essential tools to deliver a faster, smarter and connected customer experience from the contact centre to the field. Field Service Lightning lets your business create and track work orders, manage assets, schedule work intelligently, view and manage jobs in real time and access and update information from any mobile device. With Field Service Lightning, you can transform the connected customer experience and equip your agents, dispatchers and mobile employees with the tools they need to deliver powerful customer service any time and anywhere.