After completing this unit, you’ll be able to:
- Summarize the importance of planning for growth.
- Describe what Desk.com is and the types of organizations it works well for.
- Explain what Service Cloud is and how it can help companies scale and grow.
Salesforce is the number one customer relationship management (CRM) platform, built to drive growth across all industry types. It’s no surprise that when it comes to customer service, we have a product to suit all business requirements, sizes, and growth levels.
Making a plan for growth isn’t always about looking far into the future and trying to predict your needs. It’s more often about thinking through decisions you’re making now that can impact you in a positive way further down the line.
From a customer support perspective, it’s best to think about how the short-term, small-scale option can also give long-term benefits down the road. Making a smart choice at the start can make any future growth and transitions painless.
We often work with customers who ask themselves the following questions as their support organization grows:
- How do I get a true single view of my customers?
- How can I selectively share information to service agents?
- How can I engage non–service agent colleagues with customer issues?
- How do I customize reports and dashboards that can help me make smart business decisions?
- How can I accommodate more custom fields, business processes, and approval workflows?
- How do I provide a consistent and always-available service to my customers?
Each of these points can potentially be painful to overcome. Luckily, we have solutions that give you the tools to build a solid support organization from day one.
One of the first pain points that many small-but-growing support teams face is the limitations of the shared support inbox. It’s disorienting for customers to receive responses from multiple agents, and emails tend to get lost in the noise. A shared inbox also makes it difficult to report on the number and type of emails your team is handling or to quantify the volume of service reps needed.
Desk.com was created to service the needs of these fast-growing teams who can no longer support their customers from a shared inbox.
With Desk.com, we see support teams’ environments go from confusingly disarrayed to powerfully organized, almost overnight. Why? It’s simple, Desk.com provides:
- Out-of-the-box, centralized case management
- Built-in reporting, chat, and support center
- Fast setup
- Configurability to meet most team workflows
With Desk.com, you can also support multiple channels from within one smart application. And the built-in reporting tool provides insight into how well your support team is performing and puts the focus on providing support for your trickiest cases.
Service Cloud builds on the strengths of Desk.com by supporting extra customization, reporting, and more. Service Cloud connects you to your customers across every channel (phone, text, email, social, and more) to give them the most seamless experience possible.
Service Cloud also supports more complex business processes to help growing support teams, including contractual service level agreements (SLAs) and service entitlements. When you configure these to be automatically granted based on a product a customer has purchased, this saves your agents having to dig into each customer to find out what level of support they’re entitled to.
The name of the game in customer support is efficiency. With Service Cloud, you can bring together a suite of tools, so that agents never have to leave their case screen to help a customer. You can also customize the console so your support team members are shown all the information they need to immediately begin supporting your customers. This reduces scroll time and increases organization-wide security. With your agents becoming more efficient, you can provide faster service to your customers. Fast, positive support leads to happy customers.
Most support teams measure a few key performance indicators, but an amazing customer support team measures everything. With reports and dashboards, it’s easy to make sense of your data.
Service Cloud is built on the same customer success platform as the rest of our products, so you can tie into Sales Cloud seamlessly. Your sales team can see if a customer has support cases before contacting them. And your marketing team is able to create a campaign to reach out to happy (or unhappy) customers based on customer satisfaction ratings.
Now you have an understanding of Desk.com, how to think about growth, and how you can scale your customer support team with Services Cloud.
Use this information as the foundation while you move through this module and the rest of this trail. Enjoy!