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6 Ways Nonprofits can use Service Cloud to Reach Constituents in the Next Normal

Service Cloud For Nonprofits

Six Ways Nonprofits can use Salesforce’s Service Cloud to Manage Constituent Relationships Remotely

Written by

Richard Smyth

Nonprofit Business Architect, Traction on Demand

Today, nonprofits are greatly challenged to respond quickly and effectively, mobilizing all constituents to serve the needs of their communities. Salesforce’s Service Cloud platform can provide them with the capabilities to deliver rapid and consistent services to its communities from any location. 

Below are some specific examples of how Service Cloud could be leveraged by nonprofits to improve operational efficiencies and provide a first-class experience for constituents:

What is Service Cloud?

Salesforce Service Cloud is a customer relationship management (CRM) platform for customer service and support. It allows users to automate service processes, streamline workflows and find key articles, topics and experts. Service Cloud aims to foster personal relationships with every constituent, across multiple channels on any device.

1. Case Management

Case management allows your organization to receive requests and track their status to ensure effective management from start to end. This could include any interaction with your community, partners or donors, such as questions about a service or information on an upcoming fundraising event.

Example:

A community center manager has an unfolding health and safety situation and requires real-time support services. The health manager hasn’t encountered this before and is unsure of the best path forward. Service Cloud Case Management enables nonprofits to create escalation flows, ensuring support staff have important resources at their fingertips. 

2. Knowledge Base

Knowledge Base allows staff to build knowledge articles and key documentation that are specific to the needs of your constituents. These materials are readily available to support staff through optimized searches so they can quickly address the request of the constituent, saving time and resources.

Example:

Information Center staff receive a phone call from an individual who is seeking information and support about their recent diagnosis. Staff are able to do a quick search through the Knowledge Base to identify related articles, possible clinical trials and information about their patient navigation program that connects patients with volunteers who have lived through similar diagnoses and experiences.

3. Self-Service Portal

Self-Service Portal provides a hub for constituents to access FAQs or requests within a branded self-service help center. The platform connects them with everything they need, from account information to shared knowledge articles. You can help your constituents help themselves.

Example:

A constituent is trying to find information to help organize an upcoming volunteer drive. The individual is able to access a self-service hub with articles from a source they trust, details about past events and information for new volunteers, saving time and resources.

4. Service Process Automation

Service Process Automation allows you to streamline customer service processes using user-friendly drag-and-drop tools. By automating repetitive business processes and tasks, nonprofits can become more efficient, save money and redirect resources to better serve their mission.

Example:

A Resource Center volunteer receives a call from a recently diagnosed individual. Following the call, they want to ensure the individual is connected with local community chapters. Setting up a standard response to connect an individual to the chapter ensures that volunteers can rapidly access and share resources, saving time and freeing up resources to answer and respond to more inquiries.

5. Omni-Channel Routing

Omni-Channel Routing allows nonprofits to deliver more efficient support by routing cases to the right person. It allows you to provide a seamless constituent experience through intelligently routing cases, balancing volunteer and staff workloads and creating data-driven reports.

Example:

A volunteer is speaking with a potential donor who’s interested in funding a disaster relief program. Via omni-channel routing, the volunteer is rapidly connected to the appropriate person, who is both knowledgeable in the disaster relief program and funding needs, creating a seamless donor and volunteer experience.

6. Live Chat & Live Messaging

Live Chat allows you to interact with constituents when they’re active on your website or app. Embed chat and messaging capabilities directly into your digital channels including social media, branded apps and websites to answer questions, provide support and troubleshoot.

Live Messaging provides a similar service to Live Chat but leverages SMS capabilities to connect with constituents via their mobile phone.

Example: 

A constituent is visiting a nonprofit website and has a question about volunteering at an upcoming event. Via the Live Chat feature, the constituent is connected with a complete customer profile, enabling staff to access pre-written responses and keyboard shortcuts to rapidly respond with volunteer-specific information.

Next Steps

Service Cloud provides powerful capabilities to support nonprofits by streamlining operational processes, providing a first-class experience for its constituents via the communication channels they use most. If you’re interested in learning more about how Service Cloud can support your operations, get in touch with one of our nonprofit Service Cloud experts. 

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