Borrowers are using more and more digital channels than ever before to interact with their lenders. It is important for the mortgage companies to ensure that when they are interacting with their borrowers on those digital channels, they are providing a seamless digital borrower experience. These experiences must be consistent across every channel whether it is social media, website, borrower portal or email conversation.
Salesforce provides one single platform to support every digital channel using SalesForce Service Cloud. SalesForce Service Cloud is an advanced AI powered intelligent customer service platform that empowers mortgage banks and LOs to better connect with customers anytime, anywhere, through any device.
Advantages of using SalesForce Service Cloud for Mortgage banks
- SalesForce Service Cloud allows Mortgage banks to automate service processes, streamline workflows and find key articles, topics and experts to support the LOs.
- Service Cloud can help to foster one-to-one marketing relationships with every borrower, across multiple channels and on any device.
- Service Cloud is also integrated with Salesforce’s Community Cloud, which provides more communication channels for LOs and borrowers.
- Service Cloud ensures that LOs have 360 degree view of a borrower by providing a unified view of every interaction that a borrower had on any digital channel.
Features of Salesforce Service Cloud for scaling and personalizing digital borrower experience
- Self Service Experience:
- Service cloud helps mortgage lenders to build an integrated borrower portal that has rich business data and information for the borrower.
- These self-service portals can be used to onboard borrowers, upload documentations, view loan application progress or milestones and raise tickets.
- Omni-channel Routing:
- Powered by AI and intelligence, all the service cases are routed to the right person who is most qualified to deal the case.
- Moreover Saleforce Admins can configure Service Cloud to distribute work based on Loan Officer skill-set, availability and their capacity to handle incoming work.
- Case Management:
- Loan Officers can resolve cases faster with easy visibility into the full context of all cases and a record of every customer interaction on all digital channels.
- Salesforce Einstein, an AI driven platform can predict individual borrower needs and thus promotes personalized experience for every borrower.
- Real time solutions:
- SalesForce Service Cloud empowers LOs to deliver great borrower experience with real-time solutions by providing insights and answers instantly to deliver conversationally across channels.
- LOs are also able to customize the layout to their own needs to ensure that they have all of the right information at their fingertips.
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