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Benefits Of Salesforce For Call-Center Companies

Author: William Hills
by William Hills
Posted: May 14, 2018

One of the best features of CRM tools in the field of Call Centers is that CRM helps them to gather all the essential information of their customer which is the most necessary part for every call Center organization. A call Center based CRM is usually device software solution carefully engineered to enable every Center operator in getting to the correct information and data with respect to the entire historical backdrop of their customer.

Let us take a look how Salesforce CRM is helping the call Center companies-

Collated Communication-

There is a feature called Case management in Salesforce that helps you to generate and keep a track of all the incoming cases, irrespective of the methods your client has used to contact you. Whether they have tried to get in touch via the customer support phone number, by your official email address or even if they have used any social media channels such as Facebook, Community Page, and Twitter etc. With Salesforce you can track case right from the very first contact the customer made right until the resolution they got over any communication channel that was used.

Salesforce Commerce Cloud-

Commerce Cloud integration is very necessary for a call Center because at whatever time you want a correct, inclusive and obvious picture of all your clients, this is the place you go to. In here you can easily store all the important client details as well as their history which is very imperative for the expansion of the customer service superiority level. This cloud is specially built to store the customer information along with an easy data incorporation to smoothen the process of a better user experience.

Salesforce Chatter-

We all know that an influential customer relationship management tool, such as Salesforce, will enable help your employees of the call Center to work in partnership more effectively. Using Salesforce Chatter, a Twitter-like employee or internal administration social network kind of platform is built into Salesforce, anyone from any team can ask or post their queries or reply speedily to any of their other colleagues' questions, this way your clients get a troubleshoot more capable and precisely than ever.

Virtual Call Centers-

The conventional call Center kind of a set-up works for many companies. But now the companies are making a gradual shift towards virtual call Centers, by garnering the abilities of the cloud technology to make it all probable. In a virtual call Center, you can work from anywhere and at any time, all your agent needs is a good internet connection. That is where Salesforce comes into the picture you need a tool for a good case management system, which can route the incoming calls to the agents and provide all the necessary features of a conventional call-Center over a cloud solution since Salesforce is a cloud-based CRM tool.


Salesforce is a wonderful technology that is spreading its roots in every sector of the market because in today’s market scenario. The consumer is the king and you need to serve him the best.

About the Author

William Hills is a technical writer at JanBask. He loves writing and sharing topics on Web Design Services, Web Development, Salesforce Services & Cloud services and latest trends going around in web world.

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Author: William Hills

William Hills

Member since: Mar 13, 2018
Published articles: 84

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