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Salesforce, a leading multinational technology company in Customer Relationship Management (CRM), has just launched the new generation of Service Cloud – a technology that supports companies in contacting their customers and dealing with changing customer expectations by providing a personalized service on a single digital platform.
Over the past year, customer service agents have had to move quickly to work from the kitchen or living room, but with weak support from old technology that was not prepared for relocated teams. At the same time, these agents also dealt with a monumental increase in the volume of contacts, coming from different channels.
But today, parts of the world are already reopening – 53% of consumers in the U.S. plan to return to travel by plane by the end of this year, and 97% say they will return to in-person stores soon. The reopening plans will also introduce other issues related to new security policies, protocols and measures.
This new reality represents a new challenge for customer service agents, who are in the front line of contact, and who are already facing an increased workload, as well as more demanding customers. In fact, 82% of consumers say they will continue to contact customer service digitally, but only 36% of professionals feel fully prepared to deal with maintaining or increasing the volume of contacts.
“We are starting with the long process of reopening society, and companies know they need to act quickly to seize the moment,” explains Clara Shih, CEO of Service Cloud, Salesforce. “Both customers and companies, we are all looking forward to returning to face-to-face experiences, but the digital behaviors that we learned and that we got used to during the pandemic are here to stay”
According to a recent Forrester report by Kate Leggett, VP Principal Analyst, “Leading customer service companies must stay abreast of three megatrends in 2021 while weathering the storm: AI-powered digital experiences sustain a great customer service, modernization of agent desktops helps them better serve customers, and customer service technology allows for resilience and sustainability.”
For companies to grow and prosper, they need to train their employees with the best tools (digital or not), so that they can quickly help customers, whether they are working from home, in the office, or in a hybrid model. New features include updates to Service Cloud Voice, Workforce Engagement, Visual Remote Assistant, and more, all applicable to all sectors, from retail to industry.