Use Salesforce for Customer Service Requests and Management
Hawk-eye editor with a passion for trailblazing Salesforce experiences
Customer satisfaction lies at the heart of any successful business. No matter your scale, size, or industry, you need to ensure that your customers are taken care of, that they are happy with your service, and that they intend to continue business with you. While there is no one size fits all model for enhancing customer experience, effectively managing customer service requests is key to maintaining customer loyalty and ensuring trust in your brand.
Whether it be efficiently managing tickets, gathering feedback, or assisting with account setup, Forms from Salesforce can help you to handle customer service requests in a more streamlined way. In this article, we check out top use cases which demonstrate how the Forms tool can make managing customer service requests easier. We also look at the drawbacks of Forms and touch on why Titan is a top alternative.
How Can Salesforce Forms Help with Salesforce Service Requests?
Customer support forms can help streamline your customer request management. The main benefit of using the tool is that you can connect customers directly to the teams and experts who can address their inquiries. Here, we check out some top use cases:
Support Tickets
Ease the process for customers who want to log support tickets with Salesforce. Use Salesforce form creator to build a form and embed it in your website where customers can fill in relevant information such as a detailed breakdown of their support request or problem along with the best ways to contact them. Once customers submit their form, it is sent straight into Salesforce where you can set up an automation for it to be converted into a ticket based on your organization’s administrative system. Route those tickets to the individuals best placed to resolve them for the fastest and highest quality Salesforce customer support.
Personalized Service Request Forms
Create online forms personalized for the unique service requests handled by your business. For example, if you are a financial company, then you can create customer service request forms populated with fields and questions related to financial services such as investment queries or satisfaction levels. Similarly, if you are a legal firm, then you can make sure that your Salesforce request forms are tailored to the legal questions and service requests your customers will have. This makes your service request forms far more focused and easier to fill out and also improves the customer experience by doing away with generic questions irrelevant to your industry. This makes customer service with Salesforce a superior option.
Data-Rich Surveys and Feedback
Create online forms to get quality feedback on your organization and the quality of your service. Using Salesforce forms you can quickly find out how you need to improve and what customers like most about you. By drawing on Salesforce data, you can personalize your surveys so they target customers on the individual level. For example, include conditional logic so that specific questions follow on from particular responses for a tailored customer journey.
More User-Friendly Web Forms for Refunds and Requests
Create more intuitive forms to manage refunds and requests. Customers can fill in these forms as an efficient self-service option and you can ensure that forms are automatically sent to the relevant teams and managers responsible for issuing refunds and handling requests for products to be returned. This process can be automated from end to end so your customers are never left hanging again.
More Efficient Account Management
Help customers manage their accounts more efficiently by providing forms related to account setup, blocked access, forgotten passwords, and password reset. Create Salesforce web forms with sections and fields for customers to fill in all the details they remember on a forgotten password or account. And in the cases of news accounts, provide more extensive fields for customers to fill in personal information, set a password from scratch, and more. The beauty is that all these account processes can be managed without the need for manual admin or time-consuming conversations.
Provide Documentation and Product Information for Customer Requests
Give customers the documentation and product information they need in minutes and seconds using different Salesforce forms options. Embed a form on your website that empowers customers to fill in the exact information they need on your product. This information can be automatically fed to Salesforce, where it triggers the relevant resources to be sent to customers’ preferred contact (for example email) in real-time.
Neutralize Salesforce Customer Complaints
Better handle customer complaints and negative feedback using Forms. By ensuring that these forms are sent back to Salesforce, you can route them to the most skilled experts on the issues at hand. You can also track resolution time and measure the volume of complaints you receive to assess whether you have a larger-scale problem your organization needs to address.
Cancellations
Is a customer unhappy with a particular subscription or service? Or would they like to cancel with you altogether? Forms make this far easier to manage customer service by giving customers a space to request a cancellation and have it implemented right away. Salesforce customer service makes the entire process a smoother ride. You can also ask questions to gather feedback on why your customer didn’t want to continue with your plan or service. This data can be fed back into Salesforce where you get a clearer idea of what paid plans and subscriptions are working for you.
Titan Forms: Affordable Salesforce Form Alternative
Forms is a nifty tool when it comes to managing customer service requests but this feature can also be very inflexible and it requires expensive development to fully customize it to your needs. In addition, if you want to work with your preferred third-party systems, you may run into difficulty using Forms as it does not integrate with all external systems. You can also forget advanced logic without severely slowing go to market.
So what are your options? Find Titan on the Salesforce AppExchange to get the top, no-code alternative to Forms. We integrate seamlessly with any third party, our forms are natively integrated with Salesforce, we offer limitless customization, require no special technical skills, and speed up G2M. So what are you waiting for? Get in touch now!
You won’t look back!
Disclaimer: The comparisons listed in this article are based on information provided by the companies online and online reviews from users. If you found a mistake, please contact us.
