Call Centre Management in the Cloud

Salesforce.com’s customer service solutions, which include call centre, customer portal and knowledge base software-as-a-service applications, help turn customers into evangelists. We give you the tools you need to amaze your clients with superior support when they need it.

Built on the Force.com platform and running in the cloud, salesforce.com customer service solutions can be set up in a fraction of the time needed by traditional call centre management systems. There’s also no need for the huge expense of buying and maintaining software and hardware. These advantages, along with state-of-the-art capabilities, mean our customer service solutions improve agent productivity and allow you to concentrate on delivering top-rate support.

Knowledge Base Software as a Service from Salesforce.com

Customers want the right answer to their problems right now, but traditional customer service solutions slow them down as they search through reams of material trying to find an entry that is relevant to them. Salesforce.com’s customer service solutions use a unique technology to quickly and accurately pinpoint the solution each customer needs, across all support channels.

And your agents and call centre management personnel can achieve this success sooner than you think: top companies like Comcast, Egencia (an Expedia, Inc. Company) and Orange have deployed Salesforce CRM knowledge base software as a service to tens of thousands of agents in weeks.

The Fastest Time to Value in Call Center Management

When your service team is busy providing solutions to your clients, who has time to deal with technology issues? There’s not software or hardware to install or manage with customer service solutions from salesforce.com, so your company can concentrate on efficient and effective customer service, not on fixing old, inflexible systems.

Customer Service Solutions that Deliver Results When You Need Them

Because our customer service solutions are running in the cloud, you don’t have to worry about painful hardware and software deployments. When new versions of our call centre management, customer portal or knowledge base software as a service applications appear, you are automatically upgraded. So you are always sure you are getting the best performance, reliability, security, and transparency.

• Customise in Hours, not Months. We know that every company works differently, so we’ve made out our customer service solutions easily customisable to work the way you do. Most customisations of salesforce.com knowledge base software as a service and call centre management can be achieved using point-and-click tools that require no programming. For more complex adaptations, we have toolkits for all major development languages. And your customisations are kept even after an upgrade of the Salesforce CRM system, unlike traditional customer service solutions.

Extend Your Capabilities with Force.com AppExchange Customer Service Solutions

For hundreds of cloud computing business applications, all pre-integrated with Salesforce CRM, look no further than the Force.com AppExchange. You will get access to more than 60 customer service solutions, including Field Service, Agent Productivity, Community, Chat/Email, eLearning, Asset Management and CTI.

Call Centre Management that Empowers Your Agents

Salesforce.com customer service solutions transform your customer service agents into brand champions who routinely exceed customer expectations. These heroes delight your customers with their service, and quickly elevate your reputation to elite status.

• The Dream Agent Desktop: The Ultimate Customer Service Solution. Give your customer service agents the information they need at their fingertips. Salsforce.com’s customer service solution provides case management tools, a single-click user interface and knowledge base software as a service. And with a soft-phone that works with more than 80 telephony platforms, call scripting, click-to-dial, screen-pops, and call logs they can respond more quickly than ever.
• Call Centre Management Simplified: A Unified Customer View. Some customer service solutions store various parts of your clients’ data across multiple databases. Salesforce CRM call centre management stores all your important information in a single database, meaning you can quickly get a full 360-degree view and history of each customer across all departments. Salesforce CRM customer service solutions integrate smoothly with other applications or systems, for streamlined access to data across your organisation. No other customer service solution makes it so simple to maintain service-level agreements, and put the information you need to cross-sell additional products and services within easy reach.
• Knowledge Base Analytics. Salesforce.com’s customer service solution comes with a powerful analytics engine that allows agents to track usage, and easily identify missing content and resolution resources.

Customer Service Solutions with the Future Built In

Customer self-service is becoming more and more common in our connected world. Most customers prefer to deal with businesses on their own terms and timelines. So we have equipped the Salesforce CRM customer portal solution with the same knowledge base algorithms that your agents use to identify the most relevant solution fast, allowing customers to just as quickly find the right answer. Everybody wins: customers gain a satisfying, personalised solution to their query, and the option to contribute feedback and ideas. And for you, support costs and workloads are eased. Both call centre management and individual agents have more time to focus on trickier cases and high-value customer service solutions.