Salesforce recently announced a new product that will automate many of the processes that go with delivering a great customer experience. The Salesforce Service Cloud Intelligence Engine (SSCIE) can optimize how cases are assigned to agents in a way that works well with an omni-channel customer service center.
One of the features of SSCIE is the ability to assign cases based on the agent’s skill set. It would be aggravating to a customer with a serious technical problem to get assistance from a marketing person with no detailed understanding of the internal workings of a product. An agent who is good at helping unhappy customers may lack the skills to convert a prospect into a customer. With workflow automation, SSCIE matches the case with the right people to solve the problem.
This intelligence extends to balancing workloads. SSCIE can examine things like when an agent will go on break or how many cases they currently have and adjust accordingly.
A report from Portio Research shows that a growing number of people text. SMS traffic volume increased from 1.46 billion in 2000 to 7.9 trillion in 2012. This is a 5,400-fold increase over 12 years!
While texting has never been more popular, a Gallup poll found that the public is open to using many types of communication. A total of 73 percent of respondents stated that they sent or read a text message the previous day; 72 percent stated they made or received a cellphone call over the same period; 70 percent used email; 55 percent used media sites excluding Twitter (News - Alert), while 13 percent used Twitter. Since respondents could use multiple means of communication, totals will exceed 100 percent.
The bottom line is that customers communicate by many ways other than by phone. If you want to survive, much less standout from the competition, you better accommodate these different channels of communication. SSCIE will not only do all that, it will also make the transition between the different channels seamlessly.
If a customer, for example, initiates contact by email with an Internet service provider about their service not working, they should not have to restate their name and their problem if the case shifts to phone support.
Salesforce revolutionized the industry several years ago when it released its original CRM-in-the-cloud solution. With the ability to automate assignments, load balancing and omni-channel support, the company may revolutionize the customer experience industry with SSCIE.
Edited by Rory J. Thompson