Customer Service / Support Packages

Case Management: Set up basic case management for tracking and resolving customer inquiries.

Knowledge Base: Implement a basic knowledge base for self-service customer support.

Basic Automation: Configure basic workflow rules for automating case assignment and escalation.

Standard Reporting: Develop standard reports for tracking case volume and resolution times.

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User Training and Documentation: We will provide demos and documents, and hold training sessions for your end-users to ensure they have all of the information they need to be successful with Salesforce.

Everything in Bronze plus:

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Multichannel Support: Enhance customer support by adding multichannel support, including email, chat, and social media.

Advanced Knowledge Base: Create an advanced knowledge base with content management, articles, and FAQs.

Service-Level Agreements (SLAs): Implement SLAs and automated notifications for case resolution deadlines.

Integration: Integrate with other customer service tools or CRM systems for a unified view of customer interactions.

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Advanced Reporting and Analytics: Develop customized reports and dashboards for deeper insights into customer support metrics.

Everything in Bronze & Silver plus:

 

Omni-Channel Support: Implement Omni-Channel support to provide seamless customer experiences across channels.

Advanced Automation: Configure complex automation rules for advanced case routing, prioritization, and escalation.

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Knowledge Management: Enhance knowledge management with AI-powered search and content recommendations.

 

Telephony Integration: Integrate Salesforce with telephony systems for phone support and call tracking.

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Customer Feedback Management: Implement customer feedback and survey tools to gather insights and measure customer satisfaction.