Service Cloud - LOBAbx

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Service Cloud

What makes us different?

LOBA is a specialist in customer service. We implement solutions made to measure so as to ensure higher productivity and exceptional customer service.

With advanced tools adapted to your business, your teams can respond to your customers’ requests in an agile and smart manner.

Exceed your customers’ expectations by organising and prioritising the problems. Optimise work flows and use task automation to the benefit of your company and your partners.

Process management

Maximise customer satisfaction, always taking into account the customer’s context and records. Ensure control over each stage of the relationship with the customer. Make the most of advanced resources to ensure an agile and efficient approach right up to the problem’s resolution.

Multichannel communication

Communicate more and better by diversifying and controlling all the communication channels.
Facilitate access for your customers to contact your company quickly and efficiently.
Personalise the experience of each contact and ensure proximity to the right department.

Service personalisation

Maintain a 360º vision on the records of each customer.
Ensure decisions and approaches that reap the benefit of all the collected data.
Differentiate each customer service according to the interactions.

Automation of tasks

Focus on smart solutions: more resolutions in less time.
Automate frequent procedures. Release your team from repetitive tasks, focusing on efficient interactions.

Customer Service Console
Live Chat
Automated customer service portals
Knowledge base
Video service
On-site service
Social service
Smart call routing

Customer Service Console

Centralises all the necessary customer information and enables administering cases faster, tracking customer records and viewing panels in a single display mode.

Live Chat

Live Agent is an online tool that enables the customer to communicate with a customer service employee through the internet.

Automated customer service portals

Service Cloud Communities enables the creation of automated customer service portals and discussion forums for customer to quickly receive the answers they need, while also offering the employees the possibility of interacting with the customers on those channels.

Knowledge base

Whether for automated customer service or to enable the employees to find the right solutions more quickly, knowledge management is one of the best ways to offer exceptional customer service.

Video service

Enables easy incorporation of customer support resources such as information, case management, live agent (conversation) and SOS video conversation. Customers and employees can resolve problems faster, wherever they are.

On-site service

From telephone to on-site service, Field Service Lightning is the correct way to ensure delivery of customer service through face-to-face interactions. Create service orders, send the appropriate employees to the field for the task and monitor their performance.

Social service

With Service Cloud customer service tools, your team can create, edit and control performance in the majority of the social networks.

Smart call routing

Omni-Channel Presence and Routing help offer smarter and fast customer service. Helping to forward the work to the most suitable and available employee, the task is always directed to the person with the appropriate knowledge and time to resolve the problem.

Initial diagnosis

A MAP FOR THE PATH

We draw up a detailed map of the processes and tools that you use in your business. A GPS for us to use together, that will take us to our defined goals.
This appraisal enables us to share a vision and strategy to help your business to grow with digital innovation.

Configuration and personalisation

TAILORED TO ALL POSSIBILITIES

The platform’s configuration is designed to optimise processes, scale results, integrate tasks and surpass specific needs of your business. This is a collaborative process of digital transition and innovation of the different levels of the business.

Technical support & Assistance in change management

ENSURING THAT ALL THE TEAMS TAKE OFF

LOBA is the right partner to be at your side in the transition of your business.
Our specialists in consulting and support are always present to assure the most innovative and efficient solutions.
We identify possible reasons of resistance to use by users and adjust the platform to ensure the integration of all the teams. We adjust, scale and personalise on a made to measure basis.

Integrations

THE PLATFORM WITH ALL THE SOLUTIONS

We integrate the Salesforce platform with the main ERPs and invoicing systems, such as Primavera, PHC, SAGE, TocOnline and Moloni, as well as payment systems such as Easypay, SIBS, Redunicre and Paypal, among others.
We simplify and automate data sharing.