Service Experience Suite logo circle. It's made up of four colored sections with icons for each section. Clockwise from the top is a dark gray section with a stop watch icon. This signifies responsiveness. To the right of that is the bright blue section with a computer monitor with a chart in the screen and a magnifying glass in the bottom right corner. This icon signifies utilization. To the right of that, at the bottom of the circle, is the purple section with two message bubbles, the front with a smiley face and the back with three ellipses. This icon signifies personalization. The last section is bright teal green with an icon of three circles, one with a rating star, one with a smiley face and one with a sad face. This icon signifies feedback.

Service Experience Suite

Lower your cost to serve and deliver high-quality service.

Service Experience Suite is an arsenal of friction-busting apps for Salesforce Service Cloud®

  • Eliminate friction in agent support workflows.
  • Reduce the cost to service a case.
  • Get higher customer satisfaction scores.
support_agent

Eliminate friction in agent support workflows

monetization_on

Reduce the cost to service a case

sentiment_very_satisfied

Get higher customer satisfaction scores

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Service Experience Suite delivers on four key pillars of customer service:

A white line drawing of a stopwatch. This icon signifies responsiveness as part of Vicasso's Service Experience Suite.

Responsiveness

A white line drawing of a computer screen with a vertical bar graph on the screen. A magnifying glass is drawn on the lower right corner, overlapping the screen. This signifies Utilization for Vicasso's Service Experience Suite.

Utilization

A white line drawing of two chat message bubbles overlapping. The front one has a basic smiley face drawing and the back one has two dots, as if a message is being typed. This signifies personalization for Vicasso's Service Experience Suite.

Personalization

A white line drawing of three circles overlapping. The front has a white line drawing of a five pointed star. The middle circle shows a partial smiley face and the bottom circle shows a partial unhappy face. This signifies feedback for Vicasso's Service Experience Suite.

Feedback

A line drawing of a stopwatch. This signifies Responsiveness for Service Experience Suite.

Responsiveness

Faster agents. Happy customers.

01
Prioritize your team's caseload
02
Keep your team organized
03
Find customer information faster
01
A screenshot from Vicasso's Case Flags app highlighting the Utility Bar component. One text pop-up shows how you can switch between case list views. The second text pop-up shows how the case at the top of the Utility Bar needs the most attention.
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Effortlessly identify cases that need immediate attention by looking at the Utility Bar Component. Empower agents to prioritize work by letting them know exactly what to work on next.
02
A screenshot from Vicasso's Email to Case Premium app highlighting the Automerge feature. A text pop-up about Automerge features.
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Automatically detect and merge duplicate cases with Automerge. Agents can now focus on what matters: communicating with the customer and resolving their issue faster.
03
A screenshot from Vicasso's Email to Case Premium app highlighting the Automerge feature. A text pop-up about Automerge features.
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Ensure your agents respond to customers with the most up-to-date information through real-time notifications about new case comments.
Return to four key pillars
A line drawing of a Computer Monitor with a vertical line chart and a magnifying glass overlapping the bottom right corner. This signifies Utilization for Service Experience Suite.

Utilization

Measure agent productivity. Make smart decisions.

01
A screenshot from Vicasso's Case Flags app highlighting the Switchboard view.
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Take control of managing your Support Teams’ workload with switchboard view and instantly calculate who has the most bandwidth to work on cases.
02
A screenshot from Vicasso's Case Flags app highlighting the ability to track cases and understand case lifecycle.
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Make sure defined SLAs are successfully met by capturing initial response times and measuring the overall responsiveness throughout the case lifecycle.
03
A screenshot from Vicasso's File Slayer app highlighting the ability to remove unwanted images from the component and the Timeline.
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Improve your Support Team’s productivity by giving agents the tool to declutter your Org using File Slayer. Remove unnecessary images and files, manage duplicate files to stay organized.
04
A screenshot from Vicasso's Service Experience Suite showing all case history at the agent's fingertips.
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Agents have the entire case history at their fingertips when looking at comments, field history changes, and attachments from one single, chronological view. No more switching between screens to find the information they need to work on Cases.
Return to four key pillars
A line drawing of two messaging bubbles. The front message bubble has a happy face drawing. The back bubble has two dots. This signifies Personalization for Service Experience Suite.

Personalization

Personalize every engagement at scale.

01
Side-by-side screenshots from Vicasso's Email to Case Premium app highlighting the ability to use different email templates.
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With Variation Presets, different support teams can work with information that’s relevant to them and the clients they’re supporting by editing relevant fields, recipients, email templates, and much more.
02
A screenshot from Vicasso's Email to Case Premium app highlighting the ease of using canned comments feature.
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Respond to customers using Canned Comments which allows agents to personalize ready-to-use responses with merge fields, Rich Text, images, and files.
03
A screenshot from Vicasso's Email to Case Premium app highlighting how easy it is to view a Widespread Issue and relate a case to it.
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Easily track widespread issues from multiple customers while keeping up-to-date with solutions internally.
Return to four key pillars
A line drawing of a three circles overlapping. The front circle has a star, the middle has half a happy face, and the back circle has half a sad face. This signifies Feedback for Service Experience Suite.

Feedback

Quantify customer satisfaction and continuously improve.

01
Improve customer satisfaction scores
02
Easily capture the voice of your customer
01
A Screenshot from Vicasso's Service Experience Suite showing analysis and insights from survey responses.
click image to enlarge
Identify trends and analyze survey responses using Insights to improve customer satisfaction scores, guide innovation, and empower managers to coach internal users towards stellar service and make more informed hiring decisions.
02
A screenshot from Vicasso's Simple Survey app showing 4 tablets and mobile phones with 4 different types of survey setups.
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Capture feedback and customer sentiment by picking the desired rating scale, defining survey questions, and personalizing your surveys by defining the page displayed after survey submission.
Return to four key pillars

Let us show you how to make the most of your Salesforce investment.

  • Turn customer service into a profit center
  • Decrease customer support costs
  • Make your agents and customers happy
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