Borrowers have been considering Customer Support Service as a pain point in their loan lifecycle since it is time consuming and inconvenient. Current service solutions are built for transactions and not exactly for conversations. Salesforce Service Cloud can help lenders to strengthen borrower relationships and transform the borrower experience through AI and automation.
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.
Features of Salesforce Service Cloud as intelligent customer service platform
Personalized experience: Intelligent customer service by Salesforce Service Cloud gives a more personalized experience to the borrowers since the service conversations are personalized to their needs.
Productivity: Loan officers are set to become more productive since with the easy-to-use interface and customizability of the service console, LOs are being able to customize the layout to their own needs to ensure that they have all of the right information at their fingertips.
Predictive: Powered by AI and intelligence, all the service cases are routed to the right person who is most qualified to deal the case.
Connected: SalesForce Service Cloud deliver intelligent service conversations across every channel from high touch conversations to no touch conversations on one intelligent platform.
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.
Reporting: SalesForce Service Cloud includes executive dashboards for LOs and lenders to keep track off the KPIs and individual or collective LO performance.
Conversation Modules covered under Salesforce Service Cloud
Connected Products
Service Bots
Self- service communities
Social customer service
Service journeys
Live message
Omni channel routing
Service Analytics
Cross sell and Up sell
Agent Console
Field service lightning
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.
Looking for more information on strengthening borrower relationships through SalesForce Service Cloud or need help in implementing Salesforce products, leave us a message.
