Service Cloud
Customer satisfaction - It is the key to the success or failure of your business. ATS customizes applications designed to connect with your customers through communities and social media channels, give your staff tools for collaboration, improve contact center metrics and deliver outstanding customer service to improve customer satisfaction and loyalty. Some customization options include:
Communities for Service – Customers requesting service can communicate with other customers to help answer questions or communicate with a service agent reducing service hours and increase the speed of resolution.
Collaborative Contact Center – This system allows customer service representatives to create, track, route and escalate case files allowing representatives to handle more cases.
Case Collaboration – Bringing social networks into the contact center allows employees to exchange information about cases and gets recorded with the case. So everyone that follows that record automatically receives alerts and can immediate post comments or updates.
Service Cloud Console – Learn more about your customers through social media and case activity. This console allows agents to drastically speed up support, sales and telemarketing activities without losing context.
Cross-Channel Service – All customers have different methods of preference in communication. Some prefer voice-to-voice conversation, some prefer email and others would rather find information needed through the web. Cross-Channel Service offers service channel options, including social, chat and SMS.
CTI – Salesforce CRM integrates with 80 of the most popular phone systems so no matter your telephony infrastructure, you know your agents can access customer information instantly. An integrated call center telephony platform offers the added benefits of automatic call logging, click-to-dial and dynamic reporting options.
Communities for Service – Customers requesting service can communicate with other customers to help answer questions or communicate with a service agent reducing service hours and increase the speed of resolution.
Collaborative Contact Center – This system allows customer service representatives to create, track, route and escalate case files allowing representatives to handle more cases.
Case Collaboration – Bringing social networks into the contact center allows employees to exchange information about cases and gets recorded with the case. So everyone that follows that record automatically receives alerts and can immediate post comments or updates.
Service Cloud Console – Learn more about your customers through social media and case activity. This console allows agents to drastically speed up support, sales and telemarketing activities without losing context.
Cross-Channel Service – All customers have different methods of preference in communication. Some prefer voice-to-voice conversation, some prefer email and others would rather find information needed through the web. Cross-Channel Service offers service channel options, including social, chat and SMS.
CTI – Salesforce CRM integrates with 80 of the most popular phone systems so no matter your telephony infrastructure, you know your agents can access customer information instantly. An integrated call center telephony platform offers the added benefits of automatic call logging, click-to-dial and dynamic reporting options.