How SearchUnify & Salesforce Service Cloud Unlock the Cosmos of Agent Efficiency & Support Supremacy
Salesforce® Service Cloud needs no introduction. This cream of the crop CRM platform makes every service professional’s life easier by automating & streamlining workflows.
But here’s the catch: enterprise knowledge resides in more than one application or platform. Consequently, the agents spend a majority of their days in the trenches—toggling between multiple consoles to find the right content at the right time. This results in long wait times and delayed resolutions, taking a toll on CX.
That is where SearchUnify
2. Delivers Relevant Answers with ML-Powered Algorithms
Today’s tech-savvy customers reach you through multiple touchpoints. This calls for a connected experience. And, content personalization is the perfect stepping stone for building a unified brand experience.
Powered by AI and ML, SearchUnify optimizes processes and interactions across all touchpoints. It provides your support agents with easy access to comprehensive customer search history within the Salesforce Service console. This way, your agents can personalize interactions at scale and steer clear of solutions that the customer has already tried.
3. Elevates Agent Workflows & Productivity with Agent Helper
Service agents have a lot on their plate, such as troubleshooting complex tickets, handling unhappy customers, maintaining knowledge bases, answering repetitive customer inquiries, and more. Cutting-edge apps like Agent Helper saves the day!
In addition to automating the processes and granting instant access to case-resolving information, it provides a hawk-eyed view of the user journey that allows the agents to offer proactive, relevant solutions instead of scripted responses. And if there is a need for additional expertise, it can connect them to the top SMEs for instant collaboration and resolution.
4. Improves Knowledge Management with KCS Enabler
Service reps often struggle to inculcate KCS in their workflows owing to multiple reasons like complex solutions, logging solutions demand time and effort, and so on.
Next-gen apps like KCS Enabler can help. It kicks off a continuous loop that accelerates knowledge creation with recommended templates while monitoring and quantifying KCS performance. This offloads a big chunk of your service rep’s work, thus allowing them to focus on more pressing tasks.
5. Prevents & Manages Escalations with Escalation Predictor
What’s every service organizations’ worst nightmare? Losing customers due to subpar experience. SearchUnify’s Escalation Predictor prevents that by identifying tickets about to escalate and assigning them to the best agents. Wondering how?
It enables sentiment analysis and prioritizes tickets based on the issue type and severity. Then, it intelligently triages them to get the best agents for a speedy resolution, thereby shortening handling times and boosting customer satisfaction. All this from within the Salesforce Service Cloud’s infrastructure.
6. Deflect L1 Queries with Intelligent Chatbots
The modern agent’s job is no longer limited to query resolution. It widens to brainstorming with SMEs, generating upsell & cross-sell opportunities and so on. That is where a helping hand like an intelligent chatbot can do wonders.
It handles L1 queries without human intervention by assisting the users with contextual responses. When required, it seamlessly hands-off any query to the best agent. Moreover, when a complex query comes in, it gleans actionable insights to suggest the next-best action to the agents based on the user’s historical data, patterns, intent, and search behavior.
Want to Simplify Your Support Agents’ Lives?
Then, SearchUnify is your go-to solution. It leaves no stone unturned to extend the capabilities of your Salesforce Service Cloud. It streamlines internal support processes to ensure personalization at scale and a fast-track resolution process. Feel free to reach out to your dedicated CSM for more information.
Salesforce® Service Cloud needs no introduction. This cream of the crop CRM platform makes every service professional’s life easier by automating & streamlining workflows.
But here’s the catch: enterprise knowledge resides in more than one application or platform. Consequently, the agents spend a majority of their days in the trenches—toggling between multiple consoles to find the right content at the right time. This results in long wait times and delayed resolutions, taking a toll on CX.
That is where SearchUnify
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2. Delivers Relevant Answers with ML-Powered Algorithms
Today’s tech-savvy customers reach you through multiple touchpoints. This calls for a connected experience. And, content personalization is the perfect stepping stone for building a unified brand experience.
Powered by AI and ML, SearchUnify optimizes processes and interactions across all touchpoints. It provides your support agents with easy access to comprehensive customer search history within the Salesforce Service console. This way, your agents can personalize interactions at scale and steer clear of solutions that the customer has already tried.
3. Elevates Agent Workflows & Productivity with Agent Helper
Service agents have a lot on their plate, such as troubleshooting complex tickets, handling unhappy customers, maintaining knowledge bases, answering repetitive customer inquiries, and more. Cutting-edge apps like Agent Helper saves the day!
In addition to automating the processes and granting instant access to case-resolving information, it provides a hawk-eyed view of the user journey that allows the agents to offer proactive, relevant solutions instead of scripted responses. And if there is a need for additional expertise, it can connect them to the top SMEs for instant collaboration and resolution.
4. Improves Knowledge Management with KCS Enabler
Service reps often struggle to inculcate KCS in their workflows owing to multiple reasons like complex solutions, logging solutions demand time and effort, and so on.
Next-gen apps like KCS Enabler can help. It kicks off a continuous loop that accelerates knowledge creation with recommended templates while monitoring and quantifying KCS performance. This offloads a big chunk of your service rep’s work, thus allowing them to focus on more pressing tasks.
5. Prevents & Manages Escalations with Escalation Predictor
What’s every service organizations’ worst nightmare? Losing customers due to subpar experience. SearchUnify’s Escalation Predictor prevents that by identifying tickets about to escalate and assigning them to the best agents. Wondering how?
It enables sentiment analysis and prioritizes tickets based on the issue type and severity. Then, it intelligently triages them to get the best agents for a speedy resolution, thereby shortening handling times and boosting customer satisfaction. All this from within the Salesforce Service Cloud’s infrastructure.
6. Deflect L1 Queries with Intelligent Chatbots
The modern agent’s job is no longer limited to query resolution. It widens to brainstorming with SMEs, generating upsell & cross-sell opportunities and so on. That is where a helping hand like an intelligent chatbot can do wonders.
It handles L1 queries without human intervention by assisting the users with contextual responses. When required, it seamlessly hands-off any query to the best agent. Moreover, when a complex query comes in, it gleans actionable insights to suggest the next-best action to the agents based on the user’s historical data, patterns, intent, and search behavior.
Want to Simplify Your Support Agents’ Lives?
Then, SearchUnify is your go-to solution. It leaves no stone unturned to extend the capabilities of your Salesforce Service Cloud. It streamlines internal support processes to ensure personalization at scale and a fast-track resolution process. Feel free to reach out to your dedicated CSM for more information.
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