Enhancing your customer experience with Salesforce Omni-channel




 

In the modern world what customers expect from companies is their ability to keep up with them on the move through different channels of customer’s choice, be it email, SMS, WhatsApp, website, and social media platforms. 

 

Omni-channel is an emerging customer engagement tool in today’s business world, which deliver customer services/support across multiple channels, by integrating them in a single system. 

 

Salesforce CRM includes Omni-channel feature, located inside Sales or Service Console, which promotes customer cases to the live agent in real-time. With this, agents can respond more efficiently and effectively. Omnichannel insights reports provide extensive information on how overall support is functioning across channels.

 

Omni-channel supports cases, chats, emergency video calls, social media posts, orders, custom objects, and leads. This allows you to configure routing rules and hence automatically assign cases to service agents or assign leads to salespeople. It is a flexible, customizable feature that can be configured declaratively, without any coding efforts.

 

Advantages of Omni-channel:

  • Simplifies workflows by connecting all channels into a single system.

  • Automating of routing process between work items and agents, based on various parameters, which saves time and ensure quality service.

  • Support agents by providing a communication history of the customer and continuing the conversation where it left off.

  • Insights helps administrators or service managers as it provides detailed viewing of open cases, waiting times and the best agents.

  • Gives the organization cutting edge impact on service quality, which has a positive impact on customer loyalty.

  • Incorporation of such innovative features marks the organization in top of customer’s preference

In a nutshell, Salesforce Omnichannel is an inevitable tool in the modern world, which maximizes workflows between channels and agents. In addition, Omni-Channel helps you to get the best out of your Service Cloud. At NIRA Systems we have the expertise and are always happy to help you, irrespective of the size of your organization

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Connect with us on contact@nirasystems.com