Enhancing your customer experience with Salesforce Omni-channel
In the modern world what customers expect from companies is their ability to keep up with them on the move through different channels of customer's choice, be it email, SMS, WhatsApp, website, and social media platforms.
Omni-channel is an emerging customer engagement tool in today's business world, which deliver customer services/support across multiple channels, by integrating them in a single system.
Salesforce CRM includes Omni-channel feature, located inside Sales or Service Console, which promotes customer cases to the live agent in real-time. With this, agents can respond more efficiently and effectively. Omnichannel insights reports provide extensive information on how overall support is functioning across channels.
Omni-channel supports cases, chats, emergency video calls, social media posts, orders, custom objects, and leads. This allows you to configure routing rules and hence automatically assign cases to service agents or assign leads to salespeople. It is a flexible, customizable feature that can be configured declaratively, without any coding efforts.
