Customers have become accustomed to engaging virtually, and more and more, both B2B and B2C buyers prefer working with virtual agents rather than engaging with a salesperson face-to-face.
As a result, businesses must now learn how to differentiate themselves beyond simply having an online store. Instead, they must offer a unique sales, service, and support experience through personalized online interactions, including guiding the customer through the buying decision, facilitating purchases, and resolving problems. Making the most of these interactions requires customer service tools with innovative features that make every interaction easier.
In the past, agents were encouraged to keep customer interactions as short as possible. However, businesses are finding that enabling agents to spend more time with customers in a customized, live interaction yields greater customer satisfaction and increased revenue.
Salesforce Service Cloud is an online platform that lets agents offer personalized service by giving them visibility into every customer interaction. Adding ScreenMeet to Service Cloud, agents can access additional capabilities, like chat, video, screen sharing, file transfer, and desktop takeover.