SERVICES: CRM BRINGS YOU CLOSER TO YOUR CUSTOMERS
CRM to improve customer support service and establish long lasting relationships in the service sector
A Salesforce study revealed that for 68% of users it is important for customer service to be familiar with their history and personal context, and 77% would switch brands if they were dissatisfied with the service. These two challenges can be solved with the help of a CRM for the service sector which, undoubtedly, increases customer satisfaction by placing the customer at the center of your strategy and providing a 360-degree customer view.
In a digital world where the user can change service suppliers at one click, companies in this sector are obligated to have a 360-degree knowledge of the customer in real time. Salesforce CRM for service companies allows you to update case history, share data between different departments, and trigger personalized campaigns for customers.
Personalizing service with a CRM for service companies
Speed, customization and resolvability are the three key factors for increasing customer happiness and loyalty in the face of a commitment to digitalization and the future of customer service, all achievable by implementing a CRM such as Salesforce Service Cloud.
Unlike other sectors where the relationship with a customer sometimes results in a one-time purchase (one shot), service sector companies always need to develop trust with clients based on the ability to personalize experience, whether contracting a first service, resolving an incident or modifying ongoing service.
How to Leverage Salesforce Customer Service CRM
Numerous studies by consulting firms estimate that for every euro invested in a service CRM, a return of 30 euros is obtained. The digitization of processes to have a better knowledge of customers’ preferences not only allows us to increase customer confidence in our brand, but also to leverage upselling opportunities.
Starting from an understanding of your business, at S4G we will help you through task automation, notifications for workflows and activity tracking, so that your customer service teams can better track interactions with customers and check off the completed tasks, taking advantage of the customization functionalities.
Salesforce solutions such as Service Cloud, FIeld Service or Service Cloud Voice, with natively integrated Salesforce contact center and Salesforce call center solutions, centralize storage and management of all information. This facilitates quick access to documentation, as well as to the history of interactions with the client, speeding up procedures and increasing customer satisfaction. Thanks to this field work with leading Salesforce Services solutions, we have been trusted by major companies in the industry, such as RedArbor, HomeServe, Elisa Videra, Grupo SM, Ilunion, Grupo Caminos, AguaViva and many more.
Will you be the next to provide impeccable customer service?
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