Using Social Cloud with Service Cloud for the best Cloud CX features
Improving customer experience and leveraging one of the best Cloud-based CX features has become the buzz word of today’s dynamic market.
Customers appreciate when a particular brand or product fulfills the promises it has made, or when the customer does not have to wait in line, fill out forms, or keep on calling the customer care when they need help. With increased market competition, customers now have a variety of different products to choose from. What makes a particular product stand out in this race is how comfortable the customer feels about the product and its after-sales-service.
Customers expect the marketer to know their needs and respond accordingly. What brands need to understand is that impact of its products go far beyond the conventional channels where the brand promotes itself. And with the ever growing social network any particular brand will be discussed over several different social platforms by its customers. Staying ahead of the market requires the company to proactively engage with customers over social channels and provide them the best customer experience through these portals. With iBizSoft’s CX experience using the integration between Social and Service Cloud this gap between knowing what the customer wants over social channels and providing them services right when they need, has been addressed. This integration and the navigation has been demoed here.
Improving the customer experience
Did you know that most the customers hesitate to contact the customer service due to the preset notions of having to wait on queued calls, inefficient service and unnecessary formalities. Instead, these customers take to social media to express their thoughts or provide feedback about a particular product or brank. iBizSoft’s Social Cloud- Service Cloud integration would be a great way of capturing this information and providing service to them without a need for them to create a ticket or a service request. Proactively help customers with their requests and let them feel they are important with the best customer experience.