Customer Retention Is Cheaper Than Customer Acquisition

Customer retention is better than Aquisition

Customer service is of critical importance to your business because it’s key to retaining the customers you close and extracting more value from them.

Many companies makes the mistake of keeping customer service on low priority while allocating the budget.

However, Contrary to popular belief, your customer service team should be just as important as — if not more important than — the other teams.

After all, it’s the direct connection between your customers and your business.

How can we empower them to do the best, you asked?

Salesforce Service Cloud

Salesforce Service Cloud is a comprehensive service management platform that enables organisations to work with customers and channel partners to provide excellent service efficiently.

Service Cloud provides an enhanced intelligence service that allows for a full 360-degree view of each customer, to come up with resolutions across channels, and boost customer satisfaction by linking it directly to the entire organization.

Companies who have implemented Service Cloud in the past have witnessed up to:

Support Cost

22% Decrease in Support Cost.

Customer Retention

26% Increase in Customer Retention

Agent Productivity

28% Increase in Agent’s Productivity.

Case resolution

31% Faster Case Resolution.

Let’s look at the key components of the Salesforce Service Cloud to understand how it can enable your customer service team to provide the optimum support to your customers.

lightining console

The Lightning Console

It Increases agent’s productivity by putting all the information they need at their fingertips for a 360-degree view of customers.

Case Management

Case Management

It helps agents in resolving cases faster with easy visibility into the full context of all cases and a record of every customer interaction — all on a streamlined dashboard.

Workflow and Approval

Workflow and Approvals

It allows to Customise and automate any customer service or approval process with drag-and-drop simplicity.


Omni-channel Routing

It helps in delivering smarter service by automatically matching cases to the agent with the best skill set to solve them.

Telephony Integration

Telephony Integration

It allows you to Integrate with the most popular CTI systems. Log notes instantly when customers call. Plus, manage calls from within the console without touching the phone.


Automation with Macros

It allows organization saving the time and effort of customer service team by automating common, repetitive, multi-step tasks to resolve customer issues more efficiently.

Contact Management

Account and Contact Management

It helps the team to be ready when customers reach out to agents with critical data about past communications right, at their fingertips.

Asset and Order management

Asset and Order Management

It enable the organization in tracking customers’ assets, orders, support history, and more, in one place for a complete view of their activity.

Want to understand how Cloud Certitude can help in customizing the best solution for your company?

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