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Competing priorities can be detrimental to customer service, and they’re one of the most common problems our clients come to us with at Spaulding Ridge. Oftentimes, companies are battling siloed systems, agent experience, and rising expectations while striving for operational excellence, service innovation, and achieving customer satisfaction.
Oftentimes, we can trace the biggest stopgap to the customer service software being used. If your application is not breaking down silos, reducing costs, or helping you form stronger bonds, it can delay scaling, capabilities, and customer retention.
Using a system that only focuses on customers through a specific, narrow scope, like Zendesk, leaves you with limited visibility and no means to track your customers through their entire life cycle. It also silos information away from people who could utilize it during QBRs, cross-selling, upselling, and contract renewals: account managers.
Implementing a comprehensive software, such as Salesforce Service Cloud, that’s customizable, easy to integrate, and puts equal attention on your business’ users as it does customers opens opportunities for customer retention, scalability, and much more.
While at surface level customer service software’s, like Zendesk, may have some similarities to Salesforce Service Cloud, at Spaulding Ridge, we’ve found that when it comes to scaling and breaking down silos, there’s no match for the capability and customizability of the world’s #1 comprehensive service management platform, especially when combined with the award-winning team at Spaulding Ridge.
We not only implement best-in-cloud applications, we also offer change management and managed services to provide the absolute best experience possible for you, your teams, and your business. To see the full suite of services offered at Spaulding Ridge, visit our website, or reach out to us at [email protected].
Both Service Cloud and Zendesk are designed to support basic customer service workflows. They provide:
While those features can certainly help any budding customer service team, that’s where a software like Zendesk’s capability ends. As your business grows and needs expand, how do you scale? What does the experience look like for your teams?
The above features are just the beginning when using a truly comprehensive system. True best-in-cloud technology recognizes that the real assets of any organization or company are your people.
On top of providing a customized experience for you customers, Service Cloud also provides the same for employees. The nearly limitless report-building capabilities allow you to monitor, manage, and track KPIs ” reports that can be customized to you, your organization’s, and your teams’ specific needs.
On top of providing better experiences for both customers and users, ultimately boosting loyalty and increasing retention, Service Cloud also:
Empower your team, plan for scalability, and provide the best customer service possible by leveraging our teams at Spaulding Ridge and the capability of Salesforce Service Cloud.
Spaulding Ridge is a global cloud advisory and implementation firm that helps leading companies deploy Best-in-Cloud solutions. Spaulding Ridge enables organizations to accelerate operational efficiency, drive digital transformation, and increase competitive advantage.
Spaulding Ridge partners with digitally savvy companies to help:
To learn more, visit spauldingridge.com.