Overview
Mobile Interaction Channel
Gone are the days when your customers had to connect with a nameless, faceless agent over the phone. With one click, your customers can video chat with agents who provide personalized, in-app guidance with screen sharing and annotations.
Use cases
- Resolve a complex issue or problem
- Perform an important inquiry.
- Need to Solve a problem at a faster pace to avoid business impact.
- The customer requires an in-app guidance for troubleshooting a complex issue.
- The customer requires a personalized support experience through video chat for a time-sensitive or urgent issue.
- The customer is remote and does not have access to the Internet.
- The customer requires live video troubleshooting for a product.
Functionality
- SOS (Service on Salesforce, paid service) can be used to connect customers with agents over one or two-way mobile video chat.
- The agent can draw on the customer’s shared screen and provide in-app guidance.
- Service cloud console gives the agent an ability to get the 360-degree view about the customer with whom he is interacting.
- SOS calls can be routed to most available skilled agents using Omni-channel.
- SOS can be integrated into mobile applications using Snap-Ins SDK (available for both IOS and Android).
Screenshots
Phone Interaction Channel
Computer Telephony Integration or CTI is a term that is used to describe the practice of tying a phone system together with computer systems. It’s a practice that enables to do a wide range of things that will improve service to customers and agents like routing calls, logging and storing call recordings, offering screen pops, embedding softphone dial pad, enabling agents to click-to-dial, and monitoring and measuring the performance of service.
Use Cases
- Resolve a complex issue or problem
- Perform an important inquiry.
- Need to Solve a problem at a faster pace to avoid business impact.
- A guided walkthrough is needed for troubleshooting an issue.
- The customer requires a personalized support experience through Voice chat for a time-sensitive or urgent issue.
- The customer is remote and does not have access to the Internet.
Functionality
- Agents can make and receive phone calls using a headset, computer and internet connection. Using a Softphone that is displayed from within the Salesforce interface, agents can place, transfer, park or conference calls using the integrated call control features.
- A call center can be set up to provide an ability for outbound and inbound calls with this softphone
- Softphone can be accessed from the left sidebar of every page in Salesforce Classic and footer of Service Console and Lightning Experience
- Screen-pops automatically present customer records along with the incoming call to agents’ screen so that agents get advanced warning about the callers.
- Click-to-dial turns telephone numbers (on phone fields of account, contact, lead or activity) into clickable links that are used to place outbound calls removing the need for slow, error-prone, manual dialing.
- Ability to automatically log and record every call in Salesforce, ensuring we get a complete view of activity while saving valuable time. These are logged under activity history related list.
- The agents can pre-record a voice message. If the agent reaches a customer’s voicemail system, the message can then be left automatically, saving the rep time and enabling them to move onto the next call.
- Interaction log can be used to write notes in call logs.
- With the ability to integrate with any existing phone systems, an agent is able to input any phone number and have incoming calls sent to that number.
- Gives you the ability to create skills and assign those skills to agents. This enables to route calls to agents with the appropriate skill set to handle those interactions.
- Telephone numbers can act as an authentication method and will allow for a faster and simpler way to identify and verify callers.
- All of the important telephone data is inside Salesforce. It is centralized and simple to create detailed reports for deep insight.
Screenshots
Email Interaction Channel
Use Cases
- Suitable for low complex issues and inquiries.
- Common issues that do not require live interaction.
- Issues that are not urgent to the customer.
- The customer’s issue can be resolved through a template containing the solution.
- Customer does not need any guided interaction to resolve an issue.
Functionality
- A case can be automatically created from an email by enabling the Email-to-Case or On-Demand Email-to-Case functionality of Salesforce. Case fields including attachments can be auto-populated.
- Senders email address (if present) is used to automatically associate the contact on the new case and Subject of email becomes subject of case.
- Emails can be viewed in the Emails related list on the case detail page.
- Agents have an ability to reply to emails directly from case capturing the entire email thread and customer interaction in one place.
- For consistency of outbound emails, email templates can be used.
- Email services can be used to process the contents, headers, and attachments of the inbound email. For example, we can create an email service that automatically creates contact records (if not present) based on contact information in messages.
- EmailMessage object represents an email in Salesforce and it provides developers an ability to intervene the inbound or outbound emails for further processing.
Screenshots
Email from Customer Case Created in Salesforce
Web Interaction Channel
Use Cases
- Suitable for contact centers that have proper Knowledgebase, well-documented product information and a rich set of forums.
- The customer has an inquiry or problem and submits it from the contact us page on a company website and a case is automatically created.
- Customer needs access to product manuals and steps for performing installation and maintenance
- Customers would like to share their feedback and ideas related to Products
- Customers need an ability to resolve their issues through discussion.
- Customers need an ability to open cases through website.
Functionality
- Using Web-to-Case generated HTML form, integrated into website customers can create case and get help from skilled agents.
- Web Interaction channel helps in call deflection and helps in cost reduction by allowing self-service through Knowledge
- Customers Ideas can be integrated into the product after getting the required votes by enabling Voting to an Idea, which helps in product improvement.
- Salesforce Knowledge helps agents to search for Knowledge articles and resolve cases at a faster pace.
- Salesforce Knowledge helps customers to search for Knowledge articles within the community and resolve issues on their own.
Screenshots
Web To Case Settings HTML Generator Generated HTML that can be integrated with Website Web-To-Case HTML integrated with Wordpress and Case created in Salesforce
Customer/Partner Community Self Service example from ATT website (Get help fast)
Chat Interaction Channel
Use Cases
- The customer has a issue and wants to interact with a agent in real time through chat
- The customer is on the company website and has questions regarding a product or service and would like to get more details on it through chat from an agent in real time.
- The Customer has logged into a community and has questions regarding a product or service.
Functionality
- Live agent allows customers to chat with agents.
- Omni-channel helps in routing the chat requests to the concerned skilled agents.
- A greeting message can be displayed once the chat begins
- Sneak Peek helps agents to see what a customer is typing and be ready with the details at a faster pace.
- Repetitive text can be configured for reusability using Quick Text feature.
- Chats can be routed based on the agents availability and required skills.
- Chat transcript can be created from the chat between the agent and visitor.
- Chat requests can be converted to cases in case the request needs to be further reviewed.
- Knowledge articles can be searched while chatting in Lightning Experience and the information can be shared with the customer.
- Chats can be transferred to another agent or additional agents can be added to the conference.
- Supervisors can send private messages to the agents and monitor their performance.
- Einstein Bots (A chatbot that simulates human conversation, either aloud or via text message) can be enabled and configured for (quick case deflection, reduced wait times, saved time for agents, efficient redirects for customer inquiries, intelligent responses through natural language understanding (NLU))
Screenshots
Einstein Bot with Save Transcript option and Einstein Bot with Menu items
Omni channel Agents view Agents Working on Chat Insert Quick Text
Social Media Interaction Channel
Use Cases
- Customers post their questions or issues on social media websites like Facebook or Twitter
- Customers discuss product related issues on popular social media channels frequently
Functionality
- Social Customer Service can be used to turn social network posts into cases or leads.
- Social posts will be routed to agents and they can respond through Console.
- Social Customer Service integrates with Twitter, Facebook, Instagram, and YouTube to deliver customer conversations directly to your agents.
- Agents can send respond to the post on the same social media channel and create and publish content across multiple channels using Social Studio.
- Customer conversations can be analyzed by building dashboards.
- Social customer support also supports Google+ and Sina Weibo as a pilot feature as of Winter 19.
Screenshots
Still working on Setting this up - Will update screenshots shortly