{"id":33568,"date":"2021-06-16T13:54:56","date_gmt":"2021-06-16T16:54:56","guid":{"rendered":"https:\/\/abes.org.br\/?p=33568"},"modified":"2021-06-14T09:03:39","modified_gmt":"2021-06-14T12:03:39","slug":"salesforce-reimagina-service-cloud-para-transformar-atendimento-ao-cliente-de-qualquer-lugar","status":"publish","type":"post","link":"https:\/\/abes.org.br\/en\/salesforce-reimagina-service-cloud-para-transformar-atendimento-ao-cliente-de-qualquer-lugar\/","title":{"rendered":"Salesforce Reimagines Service Cloud to Transform Customer Service From Anywhere"},"content":{"rendered":"

Salesforce, the global benchmark in CRM, has launched the next generation of Service Cloud \u2013 a solution to support changing customer service expectations and deliver connected, personalized service from anywhere on a single digital engagement platform.<\/p>\n

Over the past year, service agents have moved quickly to work from their kitchens and living rooms, but have relied on legacy technology \u2013 disparate local solutions and spreadsheets \u2013 that were not designed to manage globally distributed workforces. At the same time, agents were recovering from a monumental increase in the volume of customer requests across all digital channels as well as new on-demand experiences such as appointment booking and curb pickup.<\/p>\n

Today, some parts of the world are starting to reopen \u2013\u00a053% of US consumers plan to travel by plane by the end of this year <\/a>and\u00a097% plan to shop in a physical store<\/a>. The reopens will also present a series of new questions about updated security policies, protocols and measures. This adds a new level of challenge for agents, who will be on the front lines and already struggling with larger workloads and more demanding customers. In fact, 82% of consumers expect to continue contacting customer service as often as during the pandemic, although only 36% of service professionals feel fully prepared to handle increased service and support cases.<\/p>\n

"We are on the verge of a\u00a0great reopening of society\u00a0<\/a>and companies know they will need to act quickly to seize the moment,\u201d said Clara Shih, CEO of Service Cloud at Salesforce. "While customers and businesses are eager to return to personal experiences, the digital behaviors we learned and became accustomed to during the pandemic are here to stay."\u00a0<\/strong><\/p>\n

Service from anywhere with Service Cloud 360<\/strong><\/p>\n

For businesses to thrive, they need to make every customer engagement \u2013 \u200b\u200bfrom online to the curb or in person \u2013 more valuable, and empower their service employees to help quickly, whether they're working from home, in the field, or on a service system. hybrid model. This announcement includes important updates for Service Cloud Voice, Workforce Engagement, Visual Remote Assistant, and more, all applicable in every industry, from retail to manufacturing.\u00a0<\/strong><\/p>\n

Modernizing the contact center<\/strong><\/p>\n

With many contact center leaders planning to maintain remote or hybrid work, the old ways of working \u2013 like dealing with one support channel at a time or looking over the top of your computer to ask a co-worker or supervisor for help \u2013 are now obsolete . COVID brought up the opportunity to offer great service from anywhere.<\/p>\n

O\u00a0Service Cloud Voice<\/strong><\/a>\u00a0<\/a>brings together phone, digital channels and CRM data on a single screen for service agents and provides real-time call transcription and AI-based guidance on recommended next steps. For the first time, customers can connect their existing phone systems to Service Cloud Voice with\u00a0Service Cloud Voice for Partner Telephony<\/strong>, creating a unified experience between agent and digital channel to provide faster, smarter and more personalized service.<\/p>\n

Companies had to rethink their operating model and create a more flexible workforce. For example, with retailers receiving less in-store pedestrian traffic, front-desk employees working in-store need to have the skills and training to also support digital requests in the contact center. But in this new environment, it's more critical than ever to have the right service agent \u2013 with the right skills \u2013 talking to the right customers at the right time.<\/p>\n

already the\u00a0Service Cloud Workforce Engagement<\/strong><\/a>\u00a0<\/a>is a new workforce planning product that uses artificial intelligence to help service leaders predict how many requests will reach the contact center and through which channels \u2013 such as phone, email, webchat, text and social. So they can intelligently plan staffing needs, matching agents to work based on their skills, availability and shift preference. Agents have a single workspace that integrates data, as well as real-time coaching and on-demand training anywhere with\u00a0myTrailhead,<\/a>\u00a0online learning platform directly integrated to the Service Cloud.\u00a0<\/strong><\/p>\n

Automating digital service<\/strong><\/p>\n

Eighty-one percent of service decision makers report they are accelerating digital initiatives, and last year Einstein Bot's conversations increased by 706%, while service channels such as chat, messaging apps, and video support gained in double-digit adoption*.<\/p>\n

Einstein Bots are intelligent chatbots that simulate human conversations and can quickly solve common problems like processing a return or checking the status of a flight. In doing so, they empower agents to devote more time and resources to complex problem solving and customer interactions. In just a few clicks with Salesforce's low-code features, customers can deploy a new chatbot, taking advantage of\u00a0Einstein Pre-Built Bots<\/strong><\/a>\u00a0to assist with service requests.\u00a0<\/strong><\/p>\n

Scheduling field appointments<\/strong><\/p>\n

Field service is undergoing a huge transformation as personal safety and new precautions and forms of interaction become essential for the reopening and permanence of companies. Office buildings, sports arenas and shopping malls will need to adapt to meet the throngs of people eager to be together in community again. Sectors such as food services, manufacturing, sanitation and public services in particular are increasing the use of\u00a0Salesforce Field Service\u00a0<\/a>to prepare for increased demands on infrastructure and services \u2013 everything from elevator maintenance, lighting and air quality systems as people get back to work, to concert and sporting venues, airports and museums. These interior spaces have been largely empty over the past 12 months and require checks and maintenance before they are ready for prime time.<\/p>","protected":false},"excerpt":{"rendered":"

Salesforce, refer\u00eancia global em CRM, lan\u00e7ou a pr\u00f3xima gera\u00e7\u00e3o do Service Cloud – uma solu\u00e7\u00e3o para apoiar as mudan\u00e7as nas expectativas de atendimento ao cliente e fornecer atendimento conectado e personalizado a partir de qualquer lugar, em uma \u00fanica plataforma digital de engajamento. Ao longo do ano passado, agentes de atendimento agiram rapidamente para trabalhar […]<\/p>\n","protected":false},"author":10,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"_et_pb_use_builder":"","_et_pb_old_content":"","_et_gb_content_width":"","footnotes":""},"categories":[39,19],"tags":[1711,1714,1712,1292,726,1713],"class_list":["post-33568","post","type-post","status-publish","format-standard","hentry","category-coluna-4","category-ultimas-noticias","tag-atendimento-digital","tag-canais-de-atendimento-digital","tag-chatbots-inteligentes","tag-digital-customer-experience","tag-salesforce","tag-service-cloud"],"acf":[],"yoast_head":"\nSalesforce reimagina Service Cloud para transformar atendimento ao cliente de qualquer lugar - ABES<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/abes.org.br\/en\/salesforce-reimagina-service-cloud-para-transformar-atendimento-ao-cliente-de-qualquer-lugar\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Salesforce reimagina Service Cloud para transformar atendimento ao cliente de qualquer lugar - ABES\" \/>\n<meta property=\"og:description\" content=\"Salesforce, refer\u00eancia global em CRM, lan\u00e7ou a pr\u00f3xima gera\u00e7\u00e3o do Service Cloud – uma solu\u00e7\u00e3o para apoiar as mudan\u00e7as nas expectativas de atendimento ao cliente e fornecer atendimento conectado e personalizado a partir de qualquer lugar, em uma \u00fanica plataforma digital de engajamento. 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