Omni-channel routing

Providing excellent customer service is challenging.

All agents should take on an equal amount of work on cases and managing leads. Not only do businesses have to meet and exceed growing customer standards for service, but they must do so across various communication channels, including messaging, voice, chat, and email. That’s why it’s crucial for businesses to invest in solutions that make it possible for customer service teams to perform at a high-level. 

Salesforce Service Cloud does just that and more. With its omni-channel routing feature, Salesforce Service Cloud helps customer service teams bring cases and leads to those agents who are best-positioned to handle them. In this guide, we’ll break down Salesforce Service Cloud’s omni-channel routing solution and how it can help take your customer service to the next level.

What is Omni-Channel Routing?

Omni-channel routing is one of the many solutions offered through Salesforce Service Cloud. Designed to help businesses elevate their customer service strategy and operation, Salesforce Service Cloud consists of solutions that are geared toward the two fundamental aspects of customer service—support and lead management. 

Omni-channel routing, an offering under Salesforce Service Cloud, is a solution that helps businesses, specifically customer service managers, enhance the efficacy of the strategies they use to route customers and leads. 

Businesses utilize their own set of internal regulations for case and lead routing; omni-channel routing takes those regulations and automates them to ensure that customers receive high-quality support from teams who are firing on all cylinders. 

When a call, message, email, or chat request comes in, omni-channel routing delivers the case or lead to an agent with the capacity, expertise, and experience to handle it. It seems simple enough, but it’s a wildly powerful tool that can reconstruct outdated and inefficient systems.

Why do Businesses Need Omni-Channel Routing?

Any business looking to bolster their customer service efforts and increase their customer service teams’ productivity can benefit from Salesforce Service Cloud’s omni-channel routing solution. However, those are not the only benefits to implementing this solution. Here’s an in-depth look at all the benefits your business stands to gain through Salesforce Service Cloud’s omni-channel routing.

Leverage a Bird’s Eye View

For managers, omni-channel routing can be used as a means of simplifying the organization and oversight process. Cases are automatically routed to available agents, rather than having the agent sift through cases themselves. As a result, high-priority cases are dealt with immediately, rather than being shunted aside by low-priority cases. Moreover, cases are handled more efficiently, as agents are chosen based on their skills, experience, and capacity.

This enables managers to take a more hands-off approach to call routing, focusing on managing, rather than micro-managing. Without getting caught up in the little details, managers can focus on the big picture, literally. Omni-channel routing enables managers to see everything going on in the contact center in one place. Monitor conversations between customers and agents, step in when needed, and ensure everything is going smoothly.

Powerful, Effective Routing

If your house is on fire, you call the fire department, not a plumber. The same logic holds in a customer service setting. When customers contact your business’s customer support team, they should be routed to the agent that is best-positioned to help them the first time.  

This person should have the capacity to take on the case, be knowledgeable in its solutions, and effectively implement them. When businesses can route calls, cases, leads, and other things to the person best positioned to handle them, efficiency shoots through the roof.

Enhance Efficiency

Today, customers and leads want to communicate in the way that is most convenient to them. Businesses must be able to respond to these support requests and leads quickly. 

Inefficient communication over different channels can significantly hamper a business’s efforts to provide top-notch customer service. On the customer side, this problem can cause the business’s reputation to deteriorate. Internally, agents may struggle to keep all their communication channels straight. Some lines may experience a drop in effective service. 

The challenge is ensuring that each channel of communication offers the same level of efficiency. For businesses struggling with managing the organization of internal and external communication channels, omni-channel routing offers a simple and powerful solution. 

Omni-channel routing brings everything to a single space, which makes it easier for agents to keep track of things and provide timely support. With cases and leads delivered directly to agents, there’s no time lost searching for a case. Additionally, high-priority cases are routed quickly regardless of which channel they came through.

Key Takeaways

High-quality customer support and service can be the deciding factor of a business’s success, one that can be executed with omni-channel routing. By investing in the right software to support your customer service teams, you’re putting your business in the best position to succeed. 

That said, it can be challenging to make the choice alone. That’s why our experts at Forcivity are dedicated to helping you maximize your Salesforce software investment. We can help you decide whether implementing Service Cloud is the best move for your business. Want to learn more? Let’s talk!

Get Started with Omni-Channel Routing

The experts at Forcivity are dedicated to helping you maximize your Salesforce software investment. We can help you decide whether implementing Service Cloud is the best move for your business.

Molly McGee