You can configure it to route customer messages to queues, AI bots, or live agents. The Salesforce routing tool is Omni-Channel. The logic that determines how customer inquiries are addressed. Facebook Messenger, WhatsApp, SMS text, and Messaging for In-App and Web are all examples of messaging channels that you may already be contacting your customers on. This table helps you get to know them.Ī way for customers to contact your business. You may know or even use different names for these terms, but we’re using them throughout the rest of this module to talk about the messaging experience. Not to worry let’s define some key concepts and terms to get you up to speed. Pyramids, channels, components, routing, and bots? We started talking about digital communication and helping customers, and now it sounds like a mashup between ancient history and robotics. These three levels: the conversation platform, advanced capabilities, and channels, all support the capstone of the messaging pyramid-the agent-customer service experience. These capabilities support–and enhance–our portfolio of messaging channels. Atop this foundation sits a suite of core capabilities (components, routing, and bots) that super-charge your messaging strategy. Everything rests on the foundation of Messaging’s conversation platform, powered by Hyperforce (the Salesforce super-secure information architecture). It can be helpful to think of the Messaging experience as a pyramid. Freeing up live-agent time with automation so they can handle more complex service issues.Faster alternatives to voice calls, email, and chat.Self-service options that give your customers flexibility and control over their service experience.It allows you to move away from a more traditional service that uses phone or email toward service interactions that can happen asynchronously from anywhere. Messaging creates a consistent and personalized experience between your support agents and customers. Simply put: Messaging allows you to satisfy your customer’s service needs on their preferred channel of communication. Messaging offers a portfolio of channels and capabilities that help you meet your customers where they are. The flood of communication and service requests coming along with this digital engagement push can feel overwhelming. Messages from mobile devices or messaging apps, information-gathering bots, routing tools, and the Service Console all come together to create the messaging experience for your agents and customers alike. Messaging combines a few different puzzle pieces to create a smooth, efficient conversation experience for your customers and service agents. Enter Salesforce Messaging, a key part of Service Cloud. Salesforce knows that for you to keep your customers and potential customers happy, you must engage with them in a consistent and meaningful way. At the same time, companies have dramatically shifted from in-person customer service to offering help through online chat, messenger apps, and video. Climb the Messaging experience pyramid.Ĭustomers expect to interact with businesses the same way they do in their personal lives-on mobile devices through text messages and social media. After completing this unit, you’ll be able to:
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