Intelligent Omnichannel Customer Service & Engagement Platform
Salesforce Service Cloud
Salesforce Service Cloud is an intelligent customer service platform built for enterprises, supporting omnichannel engagement, case management, knowledge management, AI assistance, and customer data integration to improve response efficiency and customer experience.
Within the Customer 360 architecture, Service Cloud serves as the core system for direct customer interactions, enabling service teams to quickly understand context, proactively resolve issues, and collaborate seamlessly with sales and marketing teams.
Core Value: Connect → Resolve → Delight
Connect (Unify All Service Channels)
Centralize phone, email, LINE, Messenger, website chat, and other channels. Every interaction is automatically linked to the customer’s complete profile.
Resolve (Handle Issues Efficiently)
Automatically route cases to the right agents using standardized workflows, knowledge articles, and AI assistance to improve speed and accuracy.
Delight (Enhance Experience & Brand Trust)
Faster, more consistent responses help customers feel understood and valued, increasing CSAT and loyalty.
Key Features
Typical Use Cases
E-commerce & Retail
Order inquiries, returns, promotions
Insurance & Financial Services
Claims support and member engagement
B2B Enterprises
Technical support and account issue tracking
Cross-Border & Multi-Brand Service Centers
Multi-language, multi-time-zone support
User Feedback (External Sources)
“After implementing Service Cloud, our response time dropped from 24 hours to under 4 hours, and CSAT increased by 30%.”
— APAC B2B Technology Company (Source: G2)
“LINE integration was the key reason we chose Salesforce. Every conversation is recorded, tagged, and analyzed, which is extremely valuable for marketing.”
— IT Manager, Hong Kong Retail Brand
“After implementing Service Cloud, our response time dropped from 24 hours to under 4 hours, and CSAT increased by 30%.”
— APAC B2B Technology Company (Source: G2)
“LINE integration was the key reason we chose Salesforce. Every conversation is recorded, tagged, and analyzed, which is extremely valuable for marketing.”
— IT Manager, Hong Kong Retail Brand
FAQ
Our Services
Expert Consulting
Our consultants bring deep experience in customer service operations and workflows, helping enterprises design the most suitable Service Cloud architecture, service channels, and case management processes.
Implementation
LeadsTech’s professional team ensures a smooth Service Cloud implementation, covering case management, SLAs, omnichannel service, and access control to support a stable go-live.
Custom Development
We tailor case layouts, routing rules, automation workflows, AI-assisted features, and third-party service system integrations based on real-world service scenarios.
Performance Optimization
We continuously optimize service processes, case KPIs, dashboards, and automation rules to improve response speed, operational efficiency, and customer satisfaction.
Support & Maintenance
Long-term support and maintenance services ensure a secure, stable, and continuously optimized Service Cloud environment for daily service operations.
Training & Enablement
We provide training for agents, managers, and system administrators, enabling teams to fully leverage omnichannel capabilities, knowledge management, and AI features.
Why Choose LeadsTech for Service Cloud Implementation?
Expertise in Asian Service Channels
LeadsTech has in-depth knowledge of popular Asian messaging platforms such as LINE, WhatsApp, and Facebook Messenger, helping enterprises unify multiple channels into a localized service experience.
Consultative Implementation Approach
Beyond system deployment, we offer end-to-end consulting—from requirement discovery and process design to system integration and go-live—ensuring Service Cloud aligns with real business operations.
Proven Cross-Cloud Integration Experience
With strong expertise in integrating Service Cloud with Data Cloud, Sales Cloud, and Marketing Cloud, we help enterprises connect sales, service, and marketing data to build a complete Customer 360 view.
Focus on Long-Term Value and Optimization
LeadsTech doesn’t just deliver systems—we help redesign and optimize service processes to improve efficiency, service quality, and customer satisfaction, ensuring lasting business impact after implementation.
