Vocalcom and Salesforce: The Dynamic Duo Powering Great Customer Experiences

In our modern world, customers are inundated on numerous digital channels with promises of great products and services at competitive prices. But how often are they guaranteed a great experience? 

According to Salesforce,  8 out of 10 customers say that the experience a company provides is as important as its products and services. The 2020 Digital Trends Report conducted by Adobe and eConsultancy further adds that 77% of companies that are positive about their customer experience also believe in their company’s future. And when it comes to driving the best results for customer service, Salesforce demonstrates continuous growth and success—ranking #1 for CRM applications for the seventh consecutive year by International Data Corporation (IDC).

With the Vocalcom Salesforce Edition CTI solution, natively developed in Salesforce datamodel as an app, your company can offer the seamless experience that your customers are looking for, within the Salesforce console.

Omnichannel customer service

All of the customer interactions are managed in Salesforce no matter what channel they’re on: phone, email, text messaging, chat, or social media. Agent efficiency is improved with a complete view of customer profiles and interaction records at a glance.

Quick and easy access to customer data

From a single screen, agents have access to all customer history and data through automatic screen pop-ups. Incoming calls are intelligently routed based on Salesforce flows in order to personalize customer journeys. Click-to-dial outbound calling allows agents to connect with customers quickly. Agents can add notes, update an order status, and perform other tasks seamlessly while speaking to customers.

Customizable to meet your needs

The solution may be adapted to your company’s specific needs. It offers the same deployment flexibility as standalone Vocalcom and Salesforce products, enabling agents to work whether they are located at different sites or working from home.

Revolutionizes the customer experience without ever leaving Salesforce

As a native solution built into Salesforce, you never have to deal with another app. With Vocalcom and Salesforce you deliver the best solution for your customer service. As Vocalcom Salesforce Edition is the only product to work in the Salesforce data model, our solution offers a faster time to market, no additional agent training necessary beyond Salesforce competency, and maximized investment for your company in Salesforce.

Timesaving benefits for both agents and customers

By accessing customer data through a centralized database, your agents save time and can resolve cases more quickly. They no longer have to search for information or ask customers to repeat information, as all data is captured in real-time and accessible to all agents who view the customer’s profile. Agents are more efficient and able to assist customers.

Excellent communication in the contact center

Our solution allows your agents to better communicate across teams and departments. Real-time updates and a 360-degree view of your customer’s history enable agents to handle ongoing cases effortlessly. Agents may obtain order information, share notes, and communicate with other departments during a customer interaction without missing a beat.

Improved customer feedback management

Our solution allows you to record and analyze customer feedback that is less structured than formal surveys. Such data is vital to understanding how you may improve your service and enables your customer service team to make changes as necessary.

Improved understanding of the customer journey—in any field

With Vocalcom Salesforce Edition, great customer service becomes a reality for companies across various industries. Our solution provides a global view of the customer experience to help you understand how you can continuously improve your service and win customer loyalty in your field.

Vastly improved KPIs

Greater contact center efficiency means improved KPIs. With Vocalcom Salesforce Edition, average handling time is reduced, as data is much easier to access, and skills-based routing connects customers with the most appropriate agents. Similarly, agents are empowered to handle customer situations more comprehensively, enabling greater first contact resolution rates.

Building strong relationships with your customers leads to winning their loyalty. Vocalcom Salesforce Edition provides your company with an essential tool for giving your customers the rich, savvy digital experiences that make them love your brand. 

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