Tell us if this sounds familiar to you. You contact a company, let’s say the electric company for help on your bill because you forgot to pay it. You explain what you need help with to Paul who says he understands your concern and can get you the help you need. He then transfers you to Jackie, who you have to explain the issue to again.
Now chances are Jackie can handle exactly what you need but your kid just spilled milk on the carpet and you have to go. You call back in and Jenny answers, and then transfers you back to Paul’s department but instead Lloyd answers. Now you have to explain for a third & fourth time what you are calling about. This sounds insane, not the kid part that’s normal, explaining yourself 4 times that is the insane part. However, this happens every day over and over again. Awareness is the first step in acknowledging we have a Customer Experience problem in the Contact Center.
There Is A Better Way To Leverage Salesforce To Enhance The Customer Experience In The Contact Center
Now let’s imagine your call happening like this. When you dial into the electric company, before Paul, Lloyd, Jackie, Jenny, or whoever answers behind the scenes the CRM has already matched your number to your account. Through optimizing features in Salesforce and Genesys Cloud your call is routed to the correct agent in the correct department who can help you right away.
Sound like Nirvana? The ability to marry analytics, data, customer information and predictive intelligence is here. All of us deserve this experience as customers in 2020 and beyond. The great news is that ability is here right now.
Salesforce Features For The Contact Center Are Extremely Underutilized
When it comes to utilization of the almost endless functionality of a powerful CRM like Salesforce we have found that most Contact Centers are harnessing below the 50% mark. At Inflow we ourselves use Salesforce, it is powerful. However, it is only powerful when it is fully understood and implemented correctly.
Unless you have a full-time team dedicated to Salesforce for your Contact Center then chances are there are a lot of features you’re missing out on. Like a good tag team partner in the ring, Inflow comes in where Salesforce support falls short and can bring you home. We put together some of the top ways you can harness the power of Salesforce in your Contact Center and give your agents and your customers back their most valuable asset, TIME.