A Smarter Customer Service with AI and Customer 360

Dreamforce ’18 is now over, and a lot of major announcements regarding customer service have been made! Trends like automation, integration, digital channels, and mobile workforces have caused a profound shift in the way customers interact with companies. Nowhere is this more apparent than in customer service, which impacts every moment of the customer experience. To thrive and compete in the new age of service, every organization must reimagine their service approach and create transformational service experiences. Salesforce announced many new features at Dreamforce ‘18 that will empower your customers with guided and intelligent service.

One of the new features are Field Service Lightning. The platform handle everything from dispatching technicians to assigning schedules. You will see what work has been done, any prediction of the duration of tasks, how to get the work done, etc. It also looks at Google’s traffic patterns for any traffic disturbances on your way to the job. And if a colleague is running late, you can easily reshuffle any work to accommodate that. The platform will give information to the customer about the work process, and also give your team a more efficient way to work.

To help businesses deliver a greater customer service, Salesforce also introduced Einstein Next Best Action. The tool will use artificial intelligence to provide customer service agents with smart, contextual and recommendations for customers. Actions will alert agents to recommendations directly within the Service Cloud console, which leads to faster case resolution.

We all know that companies today compete on customer service and are looking at how they can leverage AI. So it’s the perfect time to introduce Einstein Bots for Service. The tool allows Salesforce clients to immediately respond to customers, automates routine service requests, transfer customers to customer service agents when needed, and gathers basic information from customers.

But basic information from customers can sometimes be tricky. Let’s think about it, most of us have two email accounts- one for spam emails, and one for professional purposes. This becomes a problem as we can’t get to know who our real customers really are. So, what’s the solution? Salesforce Customer 360.

Salesforce made another major announcement at Dreamforce ‘18, that they will be launching Salesforce Customer 360, which is a new cross-cloud technology initiative that makes our Marketing, Commerce and Service products work better together.

In Marketing Cloud you have your subscribers, in Commerce Cloud you have your customer profiles and in Service Cloud your person accounts. Customer 360 allows you to get one unified ID of your customers. The system will make sure that no matter what platform you are on, the person is being recognized and the data is connected across CRM. So, when your customer Jane Doe has shown interest in your business with both her spam email and professional email, the system will know that Jane Doe is one person- not two. Now you can engage knowing perfectly about every customer journey.

These releases will help companies better understand their customer service by using tools that are laser focused and trained for customer interaction.