동인 (Driver)
정의 (Definition)
: Customer service and support teams interact with consumers on an as-needed basis, using various chat channels such as phone, website chat applications and social media messaging.
사용자 (User)
- Customer Service Team : are focused on the customer experience.
- Specialize in customer retention and solve complex issues frustrating customers.
- Service agents help consumers pay bills, review or make changes to accounts, handle returns and answer frequently asked questions.
- Support Team : available to provide technical assistance with products
- Answering questions related to and troubleshooting products
- Support agents solve problems related to products consumers have purchased or are using
주요 기능 (Capabilities)
- Contact center. (Organization) This is the central point from which all customers are managed. Contact centers offer omnichannel support, including email, voice, chat and websites.
- Customer Channels Management : Manage channels available for customers to reach including Voice, Phone, Web, Email, Messaging, Chat, Mobile, Social Media, Communities, Help Centers, etc.
- Case Management: Create and manage customer issue or contact as a 'Case'. This is used to log incoming phone calls and route them through a network to the proper person or department.
- Routing: Route cases to to most qualified and availablie service agent
- Self-Service: Also known as e-service suites, these platforms are designed for consumer self-service.
- Field service and dispatch system. (Integration with Field Service) This system is an essential part of customer service and support, enabling technicians to be contacted and sent out to service a product when the need arises.
과제 (Challenges)
: To increase customer satisfaction while minimizing the costs involved
효과 (Benefits)
: Customer Satisfaction (Customer Experience) => Less overall cost / More Sales
주요 제품 (Major Products in the market)
- Salesforce Service Cloud
- SAP Service Cloud
- ServiceNow
- Zendesk
- Microsoft
Tableau Public
public.tableau.com
Top Service Cloud Competitors and Alternatives - Gartner 2021
Learn about the top competitors and alternatives to Service Cloud. Read reviews and find the best CRM Customer Engagement Center software.
www.gartner.com
What is customer service and support? - Definition from WhatIs.com
Customer service and support departments interact with consumers as they need assistance. Learn about the differences between service and support and see how they work.
searchcustomerexperience.techtarget.com
Salesforce Named as a Leader in the Gartner 2020 Magic Quadrant for CRM Customer Engagement Center - Salesforce News
Gartner recognized Salesforce for its completeness of vision and ability to execute that vision. We believe Salesforce positioned highest and furthest thanks to our customers who use our innovative products to provide top-notch service. Because Service Clo
www.salesforce.com
What Is Customer Service?
Read the definition of customer service, and learn why it's critical to your business and how to ensure you're providing the best customer service possible.
www.salesforce.com
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