When a mid-sized company adopts Salesforce, with a special focus on customer service and optimizing internal processes, the possibility of scaling results multiplies.
But for this use to be effective, it is essential to adopt good practices when implementing the platform. After all, optimization allows for a better understanding of the profile and habits of the target audience, in addition to making the team's performance much more effective.
In this text, you will find tips that will transform your use of Salesforce. Let's go together!
Some basic customizations are essential to adapt Salesforce to your specific customer support needs. We’ve put together a few to help you get started setting up your profile on the platform. Check it out!
A good first step is to automate processes. Salesforce allows your team to avoid being overwhelmed by manual tasks.
By accessing Salesforce Flow, you can save time and resources with a series of intuitive tools to orchestrate flows, helping you create guided visual experiences, background automations, and approval automations.
Simply go to the “Configuration” field and type “Flows” in the quick search field. From there, you can select “Flows” and create the automation according to your needs.
It is a tool that boosts and expands the effectiveness of customer service by offering a personalized support experience.
With the help of AI, the tool enables routing to the most qualified agents for each case, in addition to generating personalized responses via email, phone, messaging apps, Experience Cloud websites, chats, texts and other formats.
Service Cloud maximizes productivity, speeds up case resolution and increases customer satisfaction.
The implementation of chatbots, aided by artificial intelligence, is a great help in providing answers to frequently asked questions in customer service.
This makes it easier to resolve common problems, allowing your team to focus on other tasks, thus optimizing service time with greater assertiveness.
It doesn't stop there. By delving deeper into personalized customer service, you can further improve your relationship with your target audience, with Salesforce as your ally.
Keep your customer profiles up to date. Don't forget to detail their interaction history, so that it is easier to understand their behavior patterns for more optimized communication, boosting sales.
By adopting customer segmentation strategies, you understand the specific needs and behaviors of each customer. There's nothing better than making your approach even more personalized to achieve your results, right?
By properly configuring and managing SLAs within Salesforce, you ensure faster and more consistent response times, increasing customer satisfaction. To do this, it's essential to accurately define deadlines, goals, rules, and the type of support to be offered.
Setting up and customizing Salesforce isn't the end of the process. It's essential to pay close attention to which strategies are working and which ones need to be adapted and improved. We've put together some essential tips for this process.
In the “Dashboards” tab, the ability to create dashboards and generate reports allows you to predict future actions and visualize the best paths to take to optimize customer service.
This way, you gain an in-depth understanding of your audience’s profile and behavior, without losing sight of trends that cannot be ignored.
Salesforce allows you to implement mechanisms to collect customer feedback. This allows you to measure satisfaction in a practical way, improving your service based on the responses obtained.
It's very simple: in Experience Cloud, just access the settings area and select the “Survey Settings” item. They can be sent via an automatic email to each contact or even appear from automatic responses.
For continuous improvement, using data from different sources is a mandatory task. From this data, you can create customized reports to detail not only your customers' profile, but also their behavior.
Use CRM Analytics for this function. In it, interactive visualizations of the stored data offer a series of different options for better understanding who your audience is and how they act when accessing your digital media.
That's right! Our professionals have 15 years of experience in migrating, implementing, configuring, customizing and maintaining the profile of mid-sized companies on the platform.
We offer solutions according to your profile and needs. Let's chat?
