Deliver personalized digital service

OSF Digital helps you build a customized digital service strategy that seamlessly matches your unique requirements. Our certified Salesforce Service Cloud consultants will recommend the most efficient Service Cloud implementation and advise on how to set up Service Cloud integration with your commerce platform.

Are your service agents held back by an outdated service platform? Is your service team overwhelmed by a large number of manual processes? By replatforming to Salesforce Service Cloud, you’ll be empowered to increase your customer support team efficiency and deliver personalized customer service. We’ll provide a seamless migration plan to help you transition from your legacy service platform to Salesforce’s powerful service technology—allowing you to unlock the benefits of Salesforce Service Cloud.

Are you looking to obtain a holistic view of consumer data in a single place? Want to empower your service team to place an order on behalf of your customers? Seek to deliver unified customer service across channels, including web, email, social media, and phone? Wish to offer real-time support via live chat or provide a personalized customer experience using automation and conversational bots? Rely on OSF Digital to integrate Salesforce service platform with your commerce and set you up to deliver impeccable customer service.

Keep your Service Cloud running smoothly, add necessary features, ensure speed of access, and preserve usability with OSF’s evolutive maintenance services. Leverage OSF’s technical support for immediate troubleshooting of unforeseen glitches and fixing errors in your software systems. We will investigate any bug that may arise in your algorithms, as part of our routine corrective maintenance procedures.

Make your service processes more efficient by customizing cases and setting up case escalation rules, based on case age, specific keywords, number of times the case was reopened, and many more criteria.

Allow service managers to monitor their teams’ activity and productivity, as well as distribute cases based on skillset, availability, or workload.

Capture emails sent to your support address and automatically transform them into cases.

Gather support inquiries submitted to the Contact Us form on your website and automatically map information to Salesforce fields accordingly.

Reduce the number of manual processes by setting up auto-reply emails to customers when a new case is created.

Leverage social listening features for customer cases. Define service level agreements and response times for contact on social channels, including Facebook, Twitter, Instagram, and WhatsApp.

Offer real-time support via live chat or using automated chat bots that can address straightforward issues.

Empower your service agents using Einstein Recommendations and grow customer loyalty by offering order discounts, free shipping, or free wishlist items applied to cart by the agent.