Improve Customer Interactions with Unified Tools
Learning Objectives
After completing this unit, you’ll be able to:
- Explain how the Agent Console enhances customer service.
- Describe how the Self-Service Portal empowers your customers.
Transform Customer Service Interactions
Your customer service agents are on the front line of your company, developing relationships with customers and representing your brand. Let’s take a look at how you can transform your service reps’ daily interactions, not only to improve customer service but to make agents’ jobs easier and more efficient.
A Unified View of Customer Data
With Salesforce Energy & Utilities Cloud, agents get a unified view of all customer interactions right at their fingertips. No more time-consuming toggling between multiple systems or searching for information across different apps, sometimes referred to as “swivel chairing.” Customer service agents can use the Smart Contact Center Console to manage tasks such as updating customer information, handling billing disputes, and creating payment plans, all while integrating seamlessly with legacy systems. The console’s unified interface provides a comprehensive 360-degree view of customer data, including past interactions, account details, and service history. Agents can quickly access the information they need to provide personalized and accurate support.
Data and Insights During Calls
During calls, the platform provides real-time data and insights that help agents make informed decisions. With Action Launcher, for example, agents can perform common tasks like creating cases, sending emails, and updating customer records without leaving the call. This not only speeds up the resolution process but also ensures that all interactions are accurately documented. Agents can focus on the conversation, knowing that the system is handling the back-end tasks.
Chatbots for Efficiency
Chatbots are a big deal in customer service. They can handle routine inquiries, freeing up agents to focus on more complex issues. Salesforce Energy & Utilities Cloud provides AI (both traditional Einstein Bots and Agentforce) that helps your company understand and respond to customer queries. Before your service representatives are engaged, AI-powered bots can provide instant answers, guide customers through self-service options, and even escalate issues to representatives when needed. This improves customer satisfaction with reduced wait times and also reduces your call center workload. Let’s explore Agentforce next.
Agentforce Modernization Opportunities
Agentforce is a powerful set of tools that helps you improve customer interactions with automation. Help customer service representatives improve their performance through personalized role-play sessions and real-time feedback. During calls, real-time support tools give reps instant feedback and the information they need to handle inquiries efficiently and accurately. Simplify your reps’ workflows by setting up agents to automate routine tasks and handle a wide range of service issues.
Agent Console for Service
The Agent Console is an essential tool that’s available as a standard service application in Energy & Utilities Cloud. The console gives agents a 360-degree view of each customer with usage statistics, interaction history, and account details. With the console, agents can quickly understand each customer’s unique situation and provide personalized support.
The console also equips agents with powerful tools to resolve issues faster. The included Action Launcher helps service agents efficiently perform the most common activities without leaving a live call. This streamlines workflows and ensures that all interactions are consistent and accurately documented.
The Actionable Relationship Center (ARC) helps the team manage complex customer relationships and plan related activities. Agents can use Interest Tags to categorize and follow up on customer interactions, ensuring consistent and high-quality service.
The console takes your customer service to the next level, enabling your business to handle customer inquiries more efficiently, reduce wait times, and boost overall satisfaction. You’re not just solving problems; you’re building stronger, more trusting relationships with your customers.
Self-Service Portal for Customers
With Salesforce Experience Cloud, you can give your energy and utility customers more control over their own accounts. Let’s see how it can transform your customer service and make your business more efficient and modern.
Bill Payment Made Easy
With Experience Cloud, your customers can manage their bills effortlessly.
-
View and pay bills online: Customers can see their current and past bills and, with optional external system integrations, make payments using various methods like credit cards or bank transfers.
-
Set up automatic payments: Customers can schedule recurring payments to avoid late fees and ensure bills are always on time.
-
Check payment history: Customers can track their payments and manage their budget with a detailed history of all transactions.
Usage Tracking at Their Fingertips
Experience Cloud helps customers understand their energy and water usage, which helps them manage costs and promote sustainability.
-
View usage data: Customers can see aggregated consumption data when optional metered systems are integrated, which can help them identify patterns and make informed decisions.
-
Access historical usage reports: Customers can compare their consumption over different periods and track their progress through reports.
-
Set up notification alerts: Customers can set up alerts for payment reminders, work orders, and more, to act quickly and avoid unexpected high bills. And they choose their preferred communication channel: email, phone, or text.
Effortless Service Requests
Handling service requests efficiently is essential for maintaining customer satisfaction. Experience Cloud makes it easy for customers to:
-
Submit service requests: Customers can easily submit requests for repairs, maintenance, or new installations directly from the portal.
-
Track request status: Customers can monitor the progress of their requests in real-time, from submission to completion.
-
Communicate with support: A built-in messaging system allows them to communicate with your support team, ensuring clear and timely resolutions.
Let’s Recap
In this unit, you examined Salesforce solutions for energy and utilities customer engagement. Next, take a closer look at our capabilities that address sales and account management challenges.