Feature

Dec 23, 2020 By Salesforce

7,000+ Service Pros Share How Businesses Can Empower Them for Success

Read these insights from about 7,000 service professionals worldwide, on how to train and equip customer service teams for success.... Read More

Customer Service, Service, Service Cloud, Customer Experience, Research

Dec 16, 2020 By Salesforce

7,000+ Service Pros Tell Us How To Deliver Service That Customers Love

Read these insights from about 7,000 service professionals worldwide, on how to exceed customer expectations and reduce organisational silos.... Read More

Customer Service, Service, Service Cloud, Customer Experience, Research

Oct 29, 2020 By Salesforce

Infographic: 5 Ways WhatsApp Can Help Scale Your Conversations

Today's ultra-connected customers expect service delivered on their terms. Here’s how WhatsApp can help businesses be there for customers in their moments of need.... Read More

Service Cloud, Customer Service, Customer Experience, Customer Satisfaction, Customer Engagement, Infographics

Sep 16, 2020 By Bill Patterson

70% of Customers Prefer On-Site Service, Even Now — Is Your Field Service Ready To Deliver?

According to Salesforce Snapshot Research, 70% of customers prefer on-site service over video. Today, as field service appointments increase, the need for safe, fast, and complete service delivery — the first time — becomes even more important... Read More

Future of Work, Customer Service, Service, Service Cloud

Aug 19, 2020 By Gary Brandeleer

6 Training Must-Dos for Today’s Field Service Worker

Just hired a new class of field service workers to join your mobile workforce? One training early on won’t do it — especially when technological advancements and ever-rising customer expectations continue to push today’s field workers to do more... Read More

Future of Work, Customer Service, Service, Service Cloud

Jul 30, 2020 By Mark Abramowitz

The Biggest Customer Service Trend of 2020? Phone Support

Customers demand support over the phone, and many companies are now challenged to deliver a consistent and quality experience during a pandemic. Here's how to do it well... Read More

Customer Engagement, Customer Service, Communications, Service, Service Cloud

Jul 22, 2020 By Gary Brandeleer

Equip Your Mobile Workforce for Success in the Field

Set your mobile workers up w/ success before they head out into the field. Here are 6 tools to keep them connected, improve first-visit resolution, boost productivity, and more.... Read More

Digital Transformation, Customer Service, Customer Experience, Service, Service Cloud

Mar 31, 2020 By Mark Abramowitz

What You Can Do In One Hour to Enhance Your Self-Service

Customers are visiting FAQ pages more frequently, signing into customer portals regularly, and reaching out across all channels for help in navigating the uncertainty during the coronavirus pandemic. As your team works day in and day out to make your customers feel supported and cared for, your... Read More

Digital Transformation, Customer Service, Service Cloud, Leading Through Change, Service

Mar 03, 2020 By Natalie Petouhoff

What Is a Chatbot and How Is It Changing Customer Experience?

What is a chatbot? That’s an important question because whether we realise it or not, the technology is steadily becoming a bigger part of our daily lives — so much so, in fact — that Gartner predicts that by 2020, the average person will have more conversations with chatbots than with their... Read More

Artificial Intelligence, Customer Service, Service, Service Cloud, Machine Learning