The prompt replies to customer queries are key to taking your brand to new heights. In today’s hectic working schedule people don’t have time to wait for their turn. Every person is in hurry to get his query replied to at the earliest. In such a scenario, if an organization cannot satisfy its needs then it is difficult for it to stay in the competition. To retain the customer it is necessary to provide them with instant customer support. Interestingly with the help of Salesforce Service Cloud, the business groups can understand their customer expectations and provide them with the required services accordingly on time.

The important benefits of deploying the Salesforce Service Cloud are:

1. Improved agent productivity
2. Enhanced customer satisfaction
3. The low budget for maintenance

Features of Salesforce Service Cloud:

1. One-to-One Interaction Through Any Device: It is one of the most notable features of Salesforce Service Cloud. It allows your customers to interact with you by directly accessing your website from any device. Depending upon your query the customer service executive will divert your call to the concerned department.
2. Communities: This feature lets your customers get the answer to their query from anywhere anytime. The customers and the customer care executives have tools to engage in getting the problems of customers resolved in a limited time.
3. Mobile: The queries on the Salesforce Service Cloud can be rectified from any place. With the help of the Salesforce Service Cloud app, the team members working in the field can resolve the cases directly from the field by visiting their customers. The top management officials can track their activities with the help of the Salesforce service cloud application.
4. Lightning Console: The use of lightning features combines all the information gathered from customers' experiences, case histories, etc, collected by the executives on the dashboards.
5. Omni Channel: The Omni channel automates the categorizes the regular work items like leads, cases, and other tasks according to the expertise of the agents. With the help of Salesforce Service Cloud, the top management can determine the workload and responsibilities of employees according to their skills, availability, and work. It also helps in prioritizing the work according to its priority.
6. SOS: The use of this feature is miles ahead of the conventional ways of connecting with customers. It allows your agents to connect with customers through video chat, on-screen annotation, screen sharing, and two-way audio, via any mobile application.

Conclusion: The Salesforce Service Cloud is a robust platform that helps in retaining and engaging customers by understanding their needs from the available data.