Service Cloud Enablement

Service Cloud

Empower your customer service agents with the information they need now.

The Bubblebox team of experienced, skilled consultants brings exceptional ideas to you to leverage the power of Salesforce Service Cloud. We quickly generate strong results as your Salesforce Service Cloud experts.

Becoming a customer-centric company doesn’t happen overnight. Delivering first-class services requires technology to be configured to meet the changing needs of today and tomorrow. Ensuring that customer data from all channels is accessible to your service team is crucial. Making sure that your business has the processes in place to support evolving customer demands is what Bubblebox strives to achieve – with every customer initiative.

Why Service Cloud?

Service Cloud delivers impactful results in customer support by streamlining processes, reducing call volumes, and enhancing customer satisfaction (CSAT). According to industry stats:

30% reduction in case resolution time
22% increase in CSAT scores
40% decrease in call center operating costs through automation

With features designed to improve efficiency, Service Cloud empowers businesses to deliver faster, more personalized customer service, resulting in improved loyalty and business growth.

Key Features of Service Cloud

Case Management

Streamlines customer issue tracking, allowing quick case resolution and a seamless customer experience.

Knowledge Base

Centralized resource for agents to access FAQs and troubleshooting guides, enabling fast and accurate support.

Live Chat & Omni-Channel

Real-time communication across phone, email, chat, and social media ensures customer queries are handled across their preferred channels.

Automation & Workflow

Simplifies repetitive tasks, enabling teams to focus on high-value activities.

Mobile Access

Agents can manage cases and customer interactions on the go via the Service Cloud mobile app, enhancing productivity.

Why partner with us?

Service can no longer be just answering calls at a call center. Successful agents engage, respond and connect with customers through various channels – social, chat, telephone and email. Ensuring that your agents are empowered with the right tools, including information, is essential to a great customer experience – a requirement for success in our wired world. By providing agents with access to rich past-purchase customer data, along with browsed content inside the agent console, a different and more productive relationship is created with your customers.

Our QuickStart Service Cloud engagement quickly provides strong benefits by empowering customer service agents with the information needed, when the customer wants it. Effective, efficient and immediate - QuickStart shows results.

Our Foundation Package includes:

Step 1: Build the Implementation Team

Step 2: Design & Blueprint

Stakeholder and User Interviews: Conduct in-depth interviews with stakeholders and users to understand current processes, identify gaps, and document challenges.
Document Discussions: Capture feedback and insights from interviews, ensuring alignment with business goals.
Future State Blueprint: Develop an optimized future state blueprint based on findings. This blueprint outlines ideal workflows and system design for the client’s approval before moving into the build phase.

Step 3: Establish the Project Timeline

Step 4: Configure Service Cloud

Customization: Set up user profiles, workflows, and automation to streamline service operations.
Omni-Channel: Configure routing rules and skill-based case assignments to optimize customer service efficiency.
Service Console: Customize the user interface to align with different team roles, ensuring ease of use and efficiency.
Knowledge Base: Build out and configure the Knowledge Base, allowing teams to create, organize, and share articles that aid in problem resolution and knowledge sharing.
Dashboards & Reporting: Set up real-time dashboards and analytics to track service performance, customer satisfaction, and case resolution metrics, enabling data-driven decisions.
User Roles and Permissions: Define and configure additional user roles and permissions to ensure appropriate access levels for different team members.
User Functions & Interface: Customize the interface and functionality for different roles (e.g., agents, supervisors, and admins) to optimize user experience and streamline processes.

Step 5: Testing Plan & Rollout Strategy

Feature Rollout Plan: Implement Service Cloud in stages to allow gradual onboarding and feedback. Roll out features incrementally, ensuring each functionality is tested and understood before moving to the next phase.
User Feedback Sessions: Regular feedback sessions after each rollout phase provide users an opportunity to share insights, request modifications, and ensure system alignment with real-world needs.
Version Control: Maintain strict version control to track changes, ensure consistency, and smooth transitions between versions.

Step 6: Go Live

Step 7: Ongoing Maintenance & Platform Governance

Learning Path: Establish a continuous learning path to keep your organization up to speed with the latest Salesforce feature releases.
Platform Governance: Implement governance best practices to ensure efficient use of the platform, optimize the organization’s investment, and stay at the cutting edge of technology and industry trends.
Feature Optimization: Regularly review new features and enhancements to fully leverage the capabilities of Service Cloud and improve business processes.