Customer experience has solidified its role as a key differentiator in nearly every industry worldwide for retaining customers and building loyalty. Research reveals that 73% of consumers shop on more than one channel emphasizing the importance of providing a consistent customer experience across all of your channels.
Salesforce OmniChannel routing is a crucial engine that ensures your customers connect with the most suitable customer service agent every time and through any channel. Here’s why every interaction with your organization should be helpful, effortless, and personalized.
Why is OmniChannel important in Salesforce?
Customer service agents are frequently restricted to selecting cases from a list view which leaves room for mismanaged resources and inaccurately assigned tasks.
Instead, businesses can utilize the Salesforce Omni-Channel set-up to have cases assigned to customer service agents appropriately and effectively balance resource deployment. Moreover, managers can monitor agent capability and efficiency with preconfigured dashboards and reports.
How does Salesforce OmniChannel routing help grow your business?
Salesforce Omnichannel routing enables the organization to harness the full potential of its team members, making it an integral tool for just about any organization. Here’s a thorough glance at all the Salesforce Omni-Channel benefits:
Reduced average response time
Queries are only assigned to customer service agents who have the required technical skills to process the job at hand, which improves customer service. Allocating queries to the right agents reduces the average handle time and lowers abandonment rates.
Increased agent productivity
Salesforce Omni-Channel routing helps your customer service agents deal with customers via any channel and quickly switch among channels, effectively boosting overall productivity.
Omni-Channelrouting prioritizes the importance of queries, enabling important work items to be routed to agents in that queue immediately.
Intelligent Salesforce OmniChannel routing decreases the response time to customers, accelerates solutions, and improves customer service. OmniChannel routing ensures your customers connect with the right customer service agent every time and on every channel.
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Contact Speridian to learn more about our Salesforce Consulting and Development Services.