Nanorep for Salesforce Service Cloud
The world’s best CRM just got better with agent-facing self-service and customer-facing digital guidance.
Companies choose Salesforce because it provides the best system for managing customer relationships. Powered by innovation and designed with a clear understanding of operational needs, Salesforce offers management solutions for every aspect of your business, and none more so than Service Cloud – the preeminent customer service solution.
Salesforce’s Always-on Customer Service offers a wide range of features and capabilities, but what Salesforce can’t deliver, Nanorep can.
The premiere CRM Software can do many things alone, but it can’t do everything. That’s where we come in. Where gaps exist in the customer experience, Nanorep fills them. Understanding customers’ expectations and needs is where we excel, helping you to elevate your digital customer experience self-service to meet the needs of both agents and customers.
Listen to your customers and develop your strategy around them
Anticipate customer needs and reveal possibilities to enhance their experience
True visibility of customer voices – Take out the guess work
Empower Your Agents – Put Your Knowledge in Their Hands
Close knowledge Gaps – Refine and Redefine Your Digital Self-Service
Streamline Content Creation – Prioritize Based on Customer Needs
Knowledge Delivered the Right Way
Service Cloud offers agents a system of built-in templates to provide canned responses to your customers. Templates can be organized into categories or sections, but there is no search, no segmentation, and no contextual relevancy offered for these responses.
With ingenuity and scalability in mind, Nanorep simplifies this process by bringing company knowledge to your agents’ fingertips. Our unique integration grants agents access to a searchable self-learning knowledgebase right in the email reply window. Articles to be used in responses can be sorted, filtered, and previewed prior to being inserted. Agents can insert the entire article or a selected portion and place it directly in the open customer query. More importantly, response options presented are contextually relevant to the customer and can include any variable within Salesforce, including personal account information. To ensure consistent, high level customer service responses, articles can receive agent feedback and be amended to better suit your customer and business needs.
Unparalleled Visibility of the Customer Experience
To provide a high level of customer service it is important to understand your customers and what they expect of you. Every time a customer initiates a query or engages with a company, they are expressing something about their wants or expectations. Nanorep’s voice of the customer technology captures these “Voices” and, using our Natural Language Processing (NLP), automatically groups similar topics together to provide greater transparency to the issues concerning your customer base.
Customer Voices are the clearest way to understand where knowledge gaps exist within the digital experience. With each engagement captured and recorded, Nanorep’s “Voices Analytics” displays your customers’ expectations and most popular queries in a clear visual presentation. Providing you with a total view of the customer and capabilities to adjust and refine where needed, Nanorep streamlines the process of closing knowledge gaps so that you can deliver a seamless customer journey.