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- Salesforce Service cloud

4 Steps to Incredible Customer Service

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Salesforce Service cloud

Over the past several years, customer service has undergone a dramatic shift. Once, you might have had only one option for contacting a company: making a telephone call, within business hours and waiting until an agent got to your call.

Now, following in the steps of marketers, customer service is taking an omni-channel approach and providing service on every channel, everywhere. This shift was driven by customers who are reaching out via email, text message, social media, live chat and apps. We can connect with anyone, anywhere, instantly.

A 360-Degree View of Your Customer

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Salesforce Service cloud

Imagine you've just called a support line and the agent on the other end already knew who you were, knew the products you owned and knew all your previous interactions with the company -- regardless of the channel on which you contacted them. What if the agent was able to quickly deliver the information you needed to resolve your issue, no painful back-and-forth necessary? This can become the reality for your customers if your service agents have the right tools and built-in intelligence. 

The New Age of Service

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Salesforce Service cloud

The service landscape is shifting. Consumers today are more connected, informed, and empowered than ever before. The immediate effect of this change? Service expectations are rising: connected consumers expect companies to be just as connected as they are. They expect and demand the ability to solve problems quickly, across any combination of communication channels they prefer.

How to Build a Successful Customer Engagement Center

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Salesforce Service cloud

A CEC has evolved from the standard call center of several decades ago, to now include multiple channels where customers can engage with companies. Contributing to this growth and change is the blend of social media and communities engagement with CRM (customer relationship management) software. CECs also serve more traditional channels like phone, Internet and email.

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