Suppose that AirMarvel is a worldwide airline known for exceptional customer service. The secret behind making their customer service that strong is their successful resolution of common customer service problems by trying to drive the maximum benefit out of case management in Salesforce Service Cloud. And the work of their service agent Steve Rogers remarkably demonstrates that. He is, in fact, so exceptionally good at using the platform that his colleagues gave him the nickname Captain Salesforce. And you need to see him work to understand why.
One hideous trip of Bruce B.
Here’s what one furious AirMarvel customer wrote in his Twitter account:
Restoring the airline’s good name
This burst of customer outrage doesn’t go unnoticed. AirMarvel’s Service Cloud is integrated with their Marketing Cloud, which allows the social post management tool called Social Studio to recognize customer problems mentioned on Twitter and Facebook. And as soon as problems are located, the case management process starts automatically by converting problems into Service Cloud cases equipping them with the info from AirMarvel’s customer database. Then, Omni-Channel Routing assigns each case to the right agent based on a region and needed competencies. So, Salesforce creates a case reflecting Bruce Banner’s problem and assigns it to Steve Rogers as he happens to handle issues connected with flight cancellations in East Asia. As soon as that happens, Steve sees that a new case highlighted in orange is added to his case queue. Read the rest of this entry!
