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Social Customer Service

Do you want your customer support team to be able to resolve support cases within the least possible time? Social Customer Service is a solution built on Salesforce that enables your customer support team to easily  communicate with and resolve cases  raised by customers.

What is Social Customer Service?

Social Customer Service is an integration between Salesforce Service Cloud and Social Studio. Using the platform, your service agents can engage with customers by responding to Cases on Salesforce, created from social networking sites such as Facebook, Twitter, LinkedIn, etc. The platform offers tools which makes it easy for support agents to resolve queries, and provides flexibility for them to communicate with customers.


The platform allows Salesforce Administrators to build Apex classes for processing incoming social content; subsequently the authorized service agents in an organization can respond to customers via social media.

Using Social Customer Service, you can respond to customers located anywhere via social networks.  Since the platform is an integration between Social Studio and Service Cloud, the requests from customers are directly managed by social service team.

The platform ensures that cases are directed to appropriate service agents at the right time and that issues are handled appropriately. It helps the customer service team gain a comprehensive idea about an  issue before providing a solution. Choosing the best source of communication for customers, the support team can communicate responses either via social networks, email or phone.


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