Sales Cloud vs. Service Cloud – Choose Your Salesforce Tool
Sales Cloud and Service Cloud are popular CRM solutions that the Salesforce cloud platform offers to businesses for automating their sales and customer service processes. If you are looking for guidance to understand their benefits before you deploy them, you have come to the right place. Here is a detailed comparison to assist you further.
Sales Cloud enables sales reps and managers to streamline their workflow and sell more, faster and smarter.
Benefits for Sales Reps
- Manage Contacts: Sales reps can leverage the Sales Cloud user interface to manage contacts/accounts, leads, opportunities, and customer communication seamlessly across all channels such as social media, website, e-mail, etc. in a better manner.
- Automate Manual Tasks: Sales reps can automate repetitive and administrative sales tasks such as emails, calls, report generation, and follow-ups. They can focus more on closing deals quickly and nurturing customer relationships.
- Gain Insights: Sales reps can get information on leads with high probability of conversion and prospects who demand extra attention. This helps them to target the pain points of leads/prospects accurately and recommend the right solutions.
Benefits for Sales Managers
- Make Swift Sales Decisions: Sales managers can leverage this Salesforce cloud platform product analyse historical pipeline data, trends, and opportunities in real-time. Using these insights, they can fine-tune the sales strategy or pricing rules to meet sales targets.
- Track Sales Reps’ Performance: Sales managers can evaluate the strengths and weaknesses of sales reps and recommend training to improve their performance.
The service cloud Salesforce facilitates customer service agents and managers to deliver agile, exceptional and personalized experiences to customers.
Benefits for Customer Service Agents
- Access Unified Information: Customer service agents can get a 360-degree view of customer information from different service channels on a single platform. They can quickly tap into customer case history and understand their grievances to respond promptly and correctly.
- Make Personalized Recommendations: Customer service agents can look into the previous purchases and interactions of customers to recommend tailored upsell and cross-sell products or services.
- Focus on Escalations: Service Cloud routes routine queries to bots so that customer service agents can spend more on complex and unresolved issues.
Benefits for Customer Service Managers
- Plug the Service Gaps: Customer service managers can use service cloud Salesforce to assess service delivery metrics across all case management dashboards in real-time. This empowers them to take quick actions to address deviations and create a smooth workflow.
- Improve Department Performance: Customer service managers can track the performance of agents and identify the skillsets for which they need the training to offer better service to customers.
Sales Cloud or Service Cloud: Which is Better?
Sales cloud is ideal for sales-centric organizations while service cloud is more suitable for customer-centric businesses. However, if your organization needs support for both sales and service, and have common customers, you could opt for a combined package. The final decision to choose the right Salesforce cloud platform depends on your existing and future business requirements.