In today’s world, there is a great scope as well as potential in order to resolve the queries with utmost precision and explore the targeted communication to the customers. Rather than using a more limited software solution, such as Zendesk, the enterprises are looking to incorporate the service software application into the business with the help of an integrated approach. By implementing an intelligent system via integration will mostly allow the businesses to get to know about the customer nuances and respond accordingly.

Here come the CRM applications which are becoming increasingly critical in the above context. The Cloud-based CRM applications are designed to fulfill the growing business demands. These applications are built for flexibility and visibility for all stakeholders by tracking the sales and creating opportunities with the service-related features added. Hence, as a result, the CRM system will reflect the customer’s journey from initial awareness to becoming a customer and beyond.

Reasons why Companies ought to think about replacing Zendesk with Service Cloud

       Service Cloud renders a 360-degree view of a customer:

It is a comprehensive solution for providing a client service that is built on the Salesforce platform. Its main functionality is it renders a 360-degree view of customer interactions and enables fast, personalized, and smart communication.

       Salesforce as a single source of truth:

The Salesforce CRM tool manages as a single source of truth for implementations, support, management, and sales.

    Route work more intelligently and supercharge agent’s efficiency:

The case routing can be done automated to the most appropriate and available agent. The work gets distributed based on skill set, workload, and availability. The cases and conversations can be pushed directly from any channel into the agent’s workspace with Omni-Channel routing. It gives the agents one place to communicate with the customers.

       Ability to integrate through built-in apps and easy API:

The Service Cloud helpdesk feature can integrate with over 5,000 extensions and apps on AppExchange.

       Reporting & Analytics made easy:

The Salesforce provides easy reporting and can be emailed with direct links in order to drill down into the data to a greater extent possible. The team efficiency can be boosted by making use of prebuilt dashboards which are used to monitor agent performance, key APIs, and channel usage from anywhere.

       Knowledge Management:

The cases can be resolved faster by combining the automated processes with easy access to the context, history, and full details of each case along with customer interaction.