Chapter 12
Diversifying Your Support Channels
IN THIS CHAPTER
Understanding the multichannel approach
Planning your Service Cloud experience
Using multichannel for self-service
Case management is the heart of any support strategy, and Salesforce Service Cloud highlights this by giving you the tools to provide excellent customer service through a wide range of channels. In an increasingly connected social world, conventional (and more operationally expensive) service channels such as call centers can no longer be the only source of service.
Today’s consumer seeks immediate service around the clock through a variety of devices and channels, without listening to hold music or repeating the issue to multiple reps. The modern customer leaves public feedback, making the customer’s experience critical to your company’s image and success.
No matter which channel(s) your business employs, Service Cloud gives you the tools to successfully support your multichannel strategy to deliver consistently high-quality customer support anytime and anywhere.
In this chapter, we lay out how to prepare for your multichannel strategy. We talk about some of the more popular support channels and show you ...
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