Salesforce Social Customer Service allows agents to deliver personalized service on any social media platforms like Facebook, Twitter, Snapchat, Instagram and many more. It also lets reps create leads or cases out of social media posts and send personalized responses on the same social media channels. Organizations are moving to adopt social customer services features to better their service support to targeted customers. Some of the features are listed below.
Better Support to Customer
Social Customer Service can easily integrate with Salesforce’s Social Studio which helps service agents and sales representatives to engage with targeted customers by responding to particular cases and leads created from Facebook, Twitter, Instagram, and other social networks.
Better Management of Social Accounts
For Twitter and Facebook accounts agents can use cases and lead generated from these platforms and feeds to see the content that they are responding to like:
- Mark as like and follow tweets
- Send replies to tweets and posts
- Like posts and instantly share it
- Give necessary comments and directly do messaging.
This service can be easily configured in your org by installing relevant packages, which helps to sync your social accounts and assign social handles. It helps to better track social activity and provide better support to customers. It can also be integrated with Radian6, part of Marketing Cloud’s Social Studio that provides social media monitoring.
Improved Tracking Management
Since it is integrated with Salesforce’s Social Studio, it allows reps to better track customer inquiries relevant to their nature of business. After understanding customer problems, reps directly connect to the dedicated support team who respond to them with a better solutions.