As products and services become more of a commodity the customer service experience is the battleground to differentiate your business.
Is your service team a strategic tool or a cost center? In the past, companies relied on their brand awareness and product attributes to gain and retain customers. As products and services become more of a commodity the customer service experience is becoming the new battleground to demonstrate your differentiation.
“There is no doubt in my mind that the cloud is the future for companies wanting to build first-class contact centers.“
- Richard Snow, VP & Research Director, Ventana Research
Customer service executives everywhere are feeling increasing pressure to utilize their service organization to improve the customer experience and drive revenue while keeping their cost structure in check. To reach their goals, more and more enterprises are turning to Cloud-based solutions like salesforce.com. Cloud technologies enable business agility and innovation all while providing a rapid ROI.
Working with the best in service-focused Cloud technologies including alesforce.com, InContact and Radian6, Astadia helps give service teams the edge over their competition and the user experience their teams have been demanding.
The Service Cloud from salesforce.com provides all the tools you’ll need to build a customer centric enterprise by enabling customers to interact with you via their preferred method and their preferred device. Enabling premium customer service with CTI, customized scripting and an integrated knowledge base drives fast adoption and user satisfaction. Now with integrated chat and email, Salesforce.com's Service Cloud allows you to communicate with your customers seamlessly alongside your phone inquiries. The salesforce.com Customer Portal enables your customers to connect with your company entering and tracking cases, and utilizing an integrated knowledge base for self service.
With InContact, VoIP telephone options are at your fingertips, allowing scale and functionality you cannot get from your on-premise ACDs. Ignoring your social media-enabled customers is no longer an option; with Radian6 you can listen and engage your customers providing service before your clients even contact you.
Contact Astadia to help you realize support as a strategic tool enabled by the Cloud. We have a dedicated Service Cloud practice, staffed with experts in contact center operations, salesforce.com and data integration. Astadia's large group of salesforce.com Service Cloud certified consultants provide best practices advice from more than 300 Service Cloud implementations and over 6000 salesforce.com deployments. We can develop your contact center strategy, implement your technology, refine your processes, integrate with your systems and drive adoption.
by Ron Goldman,
VP of Social Enterprise
Learn the art of the possible in this short presentation on getting the most out of Service Cloud.
by Jennifer Rodgers, Principal Consultant
Answering the Social Media Phone: Which Calls Should Your Service Team Take?
Learn about Astadia's Service Cloud Expertise.
Contact Astadia today to learn how we can help you transform your enterprise.