Real-time mobile messaging has become the preferred method of communication for customers everywhere. According to Twilio, 9 out of 10 people want to talk to companies using real-time messaging over traditional channels like phone and email. It’s the experience economy at work—mobile messaging affords brands a way to deliver experiences that are faster, more convenient, and more relevant than ever before.
In addition to that, customers don’t see channels or teams—they see experiences. And it sounds obvious, but if a customer is in a painful conversation with the support team of a broadband provider, they don't expect (or welcome) an upgrade promotional offer from the same company’s marketing team. It's jarring and tonedeaf, and enough to push some customers away for good.
These core pillars, real-time mobile messaging and smarter service experiences, are integral to Swrve's integration with Salesforce Service Cloud.
Service Cloud helps enterprises deliver smarter, faster, and more personalized customer service experiences. It delivers best-in-class agent experience, with all the information that agents need at their fingertips, as well as case management, workflows and approval, and omni-channel routing.
The Swrve mobile connector for Service Cloud is an intelligent, bi-directional integration that helps brands unify customer experiences by automating Swrve push notifications and in-app messages from Service Cloud, and synchronizing customer data for use across marketing campaigns and customer service.
Let’s take a quick look at the four ways Swrve's Salesforce Service Cloud connector powers great service experiences:
Real-time service updates: The integration enables the use of Swrve mobile push notifications and in-app experiences to update customers on their service ticket or case status. The result: greater call deflection and better customer awareness.
Pause all marketing while a support issue is open: Temporarily suppress marketing campaigns with customers who have open service and support issues. Once the ticket or case is closed, marketing automatically resumes. The result: smarter, more thoughtful experiences.
Survey customers on the right channel, at the right time: Send surveys on mobile to get instant feedback on customer satisfaction after a ticket or a case is closed/resolved. Depending on the customer's response, trigger a next best action. For example, a poor service rating on mobile can instantly trigger a follow up email with an apology and a request for more information. The result: greater insights around customer satisfaction, which will help prevent churn and increase retention.
Add service-related insights to targeting and segmentation: Make service and support history data available to Swrve’s enterprise-grade targeting and triggering for more hyper-personalized, 1:1 mobile campaigns. The result: powerful relevance at scale.
Let’s face it: great service experiences are directly tied to superior performance on business KPIs, principally revenue and growth. Now, global enterprises can finally gain better control of their service initiatives, meet their goals, and put their customers first with Swrve and Service Cloud—an integration that’s as powerful as it is unique.
Learn more about Swrve’s partnership with Salesforce here.