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Social Customer Service with Salesforce Service Cloud – Quick intro

18 Jul. 2016 / Written by  / News

social hub

In the previous article ("Journey to Social Media Monetization"), we saw that delivering customer service over social media presents an opportunity to delight customers and improve brand reputation, while significantly reducing the cost per interaction. In this article, we will look into one of the best-of-breed technologies to tie together customer service operations with social networks. Today, users of salesforce.com's Service Cloud have built-in integration between the cloud-based customer service application and Facebook, as well as Twitter. 

social hub

In the previous article ("Journey to Social Media Monetization"), we saw that delivering customer service over social media presents an opportunity to delight customers and improve brand reputation, while significantly reducing the cost per interaction. In this article, we will look into one of the best-of-breed technologies to tie together customer service operations with social networks. Today, users of salesforce.com's Service Cloud have built-in integration between the cloud-based customer service application and Facebook, as well as Twitter. 

How does it work?

The overall solution is made of several applications: Radian6, Social Hub and Service Cloud.

Starting with the latter, the Service Cloud is the Salesforce.com’s solution for customer service and support. It’s a case management tool with knowledge base integrated and it allows users to automate service processes, streamline workflows and find key articles, topics and experts to support the agent.

Social Hub is a rules engine designed to process social media content. As such, it lets users set up a series of criteria for each post that is pulled into the Radian6 system. If that criteria is met, predetermined actions are executed.

Radian 6

Radian6 for the Service Cloud was designed to allow users to pull in social posts into their existing Salesforce.com solution. This will enable Customer Support teams to track, record and even respond directly from within Salesforce.com to social posts.

Social Customer Service lets users to create cases or leads out of social media posts and send personalized responses on the same social media channels. Social Customer Service integrates with Radian6 and Social Studio so that service agents can engage customers by responding to cases created from Facebook and Twitter. Salesforce SCS solution allows every post sent to the social accounts will be routed to Salesforce.com as a case and although for many business, not every tweet or post needs to be a case. Using the full suite with moderation enabled, agents can manage which posts get cases and which are ignored.

Benefits

Salesforce.com integrates seamlessly with other systems, ensuring agents see recent conversations, complete customer profiles, and social standings to quickly gain insights to deliver personalized social customer service.

Listen to conversations on over a billion social sources and your own social channels. Catch relevant conversations associated with your brand and cast a wider net to capture customers with problems.

Automatically create cases from social networks. Filter high priority posts for triaged responses and tag inbound content right. Deliver posts to agents from important data sources based on keywords, language, and influential customers.

Determine the social posts you need to route and respond to, and offer faster and smarter social service that will increase loyalty, retention and satisfaction.

We at Right IT understand the importance social media in your business. Our certified Salesforce.com consultants are on top of everything happening across the world’s leading social CRM platform: Salesforce.com. Our expertise spans across Marketing, Sales and Service Clouds and related implementations, responsive and customized Communities, and a lot more.

To connect with us, write to us at Este endereço de email está protegido contra piratas. Necessita ativar o JavaScript para o visualizar. or use the form below.

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Authors 


Manuel Conde
Technical Architect
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Last modified on segunda, 19 março 2018 14:33

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