Companies that use different tools for different communication channels, like email agents or the web-form tool for requirements processing face disconnected data. They need to switch from different applications, remembering all the passwords which are truly inconvenient.
Salesforce enables communication with your customers through different channels like phone, e-mail, web-form, chat, social networks, SMS, WhatsApp, community portal, and IoT.
The most important thing about Service Cloud is that it combines all existing communication channels on one platform. Being a service agent, you may receive the customer’s inquiry from Facebook, and send the answer using email, SMS, or Facebook as well. No matter what channel the customer will choose to answer you back, you have everything in one place. You have a case in Salesforce where you can see the whole intercommunication regardless of the channel together with access to previous cases of this customer, purchasing history, invoicing, etc.