Chapter 14

Diversifying Your Support Channels


Understanding the multi-channel approach

Planning your Service Cloud experience

Using multi-channel 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 multi-channel strategy to deliver consistently high-quality customer support anytime and anywhere.

In this chapter, we lay out how to prepare for your multi-channel strategy. We talk about some of the more popular support channels and show you how you can better direct your customers to self-service options. Then we take a quick look at how Communities play into your multi-channel approach to servicing your customer base.

Preparing Your Salesforce Service Cloud Strategy

As is the case with any new endeavor, you need to put some time ...

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