Written by Nauman Sohail
Digital Commerce Business Analyst at Royal Cyber
2020 saw a massive shift in how we shop. We saw a massive upsweep in online purchases, and a sharp decline in offline shopping, leading many of us to feel more connected and less connected to businesses than ever before. As the world still grapples with the instability caused by COVID-19, it’s paramount that businesses create a customer service strategy that provides customers with personalized, accessible, and timely support across every channel, at every moment of the day.
In Salesforce’s State of the Connected Customer Q4 2020 Report, Salesforce’s Chief Innovation Officer, Simon Mulcahy highlighted the same need.
“Customer expectations and behaviors have shifted radically, rapidly, and permanently; as our physical world has shrunk, the digital imperative companies have contended with for decades has reached an abrupt tipping point. Customers demand digital-first convenience and are leaning on brands to innovate like never before. They're seeking not just more personalized experiences, but empathetic ones.”
Today, customer service must go beyond the ordinary to offer compassionate service.
Wondering how to put this concept into action. Don’t worry. We’ve gathered some of the latest insights from Salesforce’s latest report and boiled them down for you in our list of the Top 5 Customer Service Practices for 2021.
Written by Shelanne Augustine
Digital Marketing Technical Content Writer at Royal Cyber
2020 saw a massive shift in how we shop. We saw a massive upsweep in online purchases, and a sharp decline in offline shopping, leading many of us to feel more connected and less connected to businesses than ever before. As the world still grapples with the instability caused by COVID-19, it’s paramount that businesses create a customer service strategy that provides customers with personalized, accessible, and timely support across every channel, at every moment of the day.
In Salesforce’s State of the Connected Customer Q4 2020 Report, Salesforce’s Chief Innovation Officer, Simon Mulcahy highlighted the same need.
“Customer expectations and behaviors have shifted radically, rapidly, and permanently; as our physical world has shrunk, the digital imperative companies have contended with for decades has reached an abrupt tipping point. Customers demand digital-first convenience and are leaning on brands to innovate like never before. They're seeking not just more personalized experiences, but empathetic ones.”
Today, customer service must go beyond the ordinary to offer compassionate service.
Wondering how to put this concept into action. Don’t worry. We’ve gathered some of the latest insights from Salesforce’s latest report and boiled them down for you in our list of the Top 5 Customer Service Practices for 2021.
Meeting customers’ expectations is one of the initial benchmarks that any business sets – if you’re not already meeting your customers’ expectations, you’re missing out on repeat sales, which can amount to major gains for any organization. Don’t miss out on easy revenue! Make every interaction count.
offering more ways to connect with customers and better ways to track and analyze customer interactions.
to record customer issues, complaints, requests, or suggestions, and use data to deliver customer-centric services and deliver better results with a personalized experience.
giving customers the power to choose when and how they offer their contact information.
for personalized offers, recommendations, and answers to chatbot queries.
Not only does Salesforce Service Cloud has been proven to be one of the most efficient CRM tools, it also integrates with Salesforce Commerce Cloud, making it easier to view and manage Salesforce B2C Commerce case, customer, order, shipment, and payment data in Service Cloud.
“It’s important to build relationships by gathering customer data, but in 2021, it’s critical to collect it in a way that draws shoppers along the customer journey with confidence.” @RoyalCyberUSA #Salesforce
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