What is a company without customer communication? Business, afterall, is not a one-way conversation; deals are done via a back and forth between buyer and seller. With the professionalization of customer relationships, customer service is at the forefront of your brand; one of the first points of interaction — along with your website and physical store — that a customer is going to experience.
Many if not most world-class brands have customer service functionality built into their websites, to reach out as well as to react to customers’ wants, needs, and questions.
Salesforce Commerce Cloud has its own Customer Service Center, which enables your team to perform functions that are typical of a call center rep. These include the processing of customer info such as finding their orders, updating account settings, and searching for each customer.
Let’s create a typical example. A visitor arrives at your website and browses for a while before contacting your customer service team. They’re not sure about a certain product so they want to first discuss it. After a few minutes their mind is made up and they really want it, so your team can make the order for them, either by searching for a customer in the database or creating a new customer account.
Perhaps this customer wants to amend their order and so asks your service rep to help out. From Salesforce’s Customer Service Center, they can modify an order — whether they want to cancel their order or to change something. So long as it hasn’t reached the shipping stage this is completely possible to carry out.
If an order has already been shipped, and a customer wants to return it or exchange it, then this can also be done through the service center.
A third function in which your team has access to is searching for a customer’s existing order quotes which are open to be converted into a sales order.
Alternatively, if a customer is contacting the service center because they are unsure about a particular product, your team is able to browse catalogs to assist in a sale, or even send the catalog to the customer.
And finally, you are able to customize the Salesforce Commerce Cloud Customer Service Center, adapting it to the behavior of your specific business, and modify the user interface.
The customer service that Salesforce Commerce Cloud provides has the goal to accelerate online and phone sales. And like we mentioned earlier, the customer service team is often the face of your brand, and has the potential to foster warmer customer relations and boost brand loyalty.