The Age of the Customer has arrived, and it has drastically changed the way companies must deliver customer service. In this year’s Forrester Wave report, they recognized that companies that “win, serve, and retain customers focus on delivering the tenets of great experiences: ease, effectiveness, and emotion.”  Here’s a quick overview of the report, and you can download your complimentary copy too.

Forrester stated that “intelligence takes center stage,” and we believe that Service Cloud delivers.

We're in seventh heaven to be recognized as a leader. According to the report, “vendors have started to make cross-category acquisitions to try to simplify the ecosystem. These moves have the potential to democratize customer service technologies — making them simpler, smarter, and prepackaged — to allow enterprises to offer differentiated service.” How did we get there?

Forrester examined past research, and talked to customer service professionals and vendors to develop a comprehensive set of 35 evaluation criteria. This provided a detailed look at the breadth of capabilities that are grouped into three high-level buckets:

• Current offering, which includes customer input about the success they have in using each solution

• Strategy, which looks at the strength of a vendor’s product vision, supporting service, and third-party ecosystem, among other factors

• Market presence, which counts the live installations and number of users

We believe that, thanks to you, we're the only vendor with the highest possible score in the “reference customer assessment” criterion.

We couldn’t have done this without our trailblazing customers. In our view, Service Cloud’s perfect 5.0 score is a direct result of the success you’ve achieved in transforming the way businesses deliver customer service. Proudly, we also scored a 5.0 in the “number of users (customer service agents)” criterion, whom Service Cloud empowers to work faster and smarter.  

In fact, we received the highest score among all vendors in the strategy category score. And we believe that our 5.0 score in the product vision criterion reaffirms our commitment to innovation — and to your future success.

What we believe sets Service Cloud apart.

Forrester cited Service Cloud for “its compelling vision, storytelling art, and ability to transform operations with a combination of product and strategic consulting resources.

Some of the ways Salesforce brings this to our customers include the following capabilities:

• Strong across-the-board capabilities and breadth of omni-channel capabilities, with the ability to extend them using our partnerships

• Solid knowledge management extended through Community Cloud

• Broad consulting services with a certified system integrator network

• An exhaustive application marketplace through our developer network

What’s next?

We’re excited to be named a Forrester leader, but we won’t stop there. Service Cloud continues to innovate with new features including LiveMessage, Service Wave Analytics, and Einstein AI-enabled connected service. And we’ll continue to lead by delivering the service technology you need to find new ways to connect with customers, and transform your business.

Want more? Check out the full report!