A customized Salesforce Service Cloud go a long way toward in helping you deliver exceptional customer experiences. But what is it is that you can and should customize?

Here is a list of eight suggestions to get you started.

1.Integrate Service Cloud with community

Demolish the communication barriers connection between your customers and agents. Integrate your service cloud instance with your community.

A community-based engaged brand community integrated with Salesforce Service Cloud allows companies to:

Some crowdsourcing platforms assistance (customers can help one another)

Support agents to participate in discussions (provide help when community assistance proves inadequate)

Integration is a proven technique to reduce the average case resolution tim

2.Integrate Service Cloud with product management tools

The cases stored inside Service Cloud are a gold mine of ideas for Build a high-performing product development team that can deliver. In there is the Voice-of-the-Customer (VoC).

If you integrate your Salesforce Service Cloud instance with a product management tool, such as Jira, your:

Product managers will have firsthand access to the information they need to prioritize features and come up with products that customers want

Support reps will be able to consult the SMEs in your product development team quickly, allowing you to become more customer-centric

You might want to have a look at key reasons to Use we Salesforce-Jira Connector if Jira is your preferred product management tool.

3. Allow customers to escalate cases quickly

Empower your community users to escalate cases quickly if they cannot find solutions in your community. One-click escalation can go a long way in boosting CSAT.

A second way to gauge customer satisfaction is to integrate case escalation with the customer surveys your support team regularly conducts. A few months ago, we implemented a system for a client whereby a negative customer response in a survey would automatically be escalated to a case. The system captured signs of dissatisfaction at early stages and reduced churn.

4. Automate support team performance monitoring

Faster case resolution doesn’t mean that your customers are satisfied with your service. As a support manager, it is crucial for you to continually review how your support staff is handling cases and if there is a need for a training.

Automate the process of reviewing your agents’ performance and implement algorithms that will help you stay on top of key performance metrics, such as the number of cases created and solved, and average resolution time.