The Service Cloud is back in action as the support solution for attendees at Dreamforce 2013. The Live Customer Engagement Center will deliver event support to every attendee across every channel, including some brand new functionality:
Dreamforce Mobile App
For the first time, the Service Cloud...
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With everything to see and experience at Dreamforce, the days can easily pass by without venturing outside of Moscone Center and into one of the greatest food cities in the world. With this year’s event kicking off on a Monday, it makes perfect sense to arrive a day or two early for a “taste” of...
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Today’s “always on” customer expects service at the speed of now - anytime, anywhere. But this leaves many service organizations wondering how to deliver on this expectation. In just four weeks at Dreamforce, over 100,000 attendees will have the opportunity to learn how the Service Cloud...
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When one thinks about the metrics that are top of mind to every VP of Customer Service - customer satisfaction, call deflection, agent productivity, and so forth - they are directly tied to the company’s Knowledge Base. Most companies have lots of knowledge about their products and services; the...
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Mobile customer service is no longer “a nice to have,” but a “must-have” for support organizations who want to deliver superior service. This gives customers the ability initiate a service request from their smartphone, whether that means logging a case, starting a live chat, or even co-browsing...
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Building a first-rate customer service organization often falls on the shoulders of the VP of Customer Service; noticeably absent in the process are figures like the VP of Sales. Before the onset of social media and the era where a single consumer could broadcast his feelings to the entire world,...
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One of the top trends for the customer service industry in 2013 is the rise of mobile technology, according to Principal Analyst for Forrester Research, Inc., Kate Leggett. Until just recently, mobile was seen as a tool for sales, marketing, and eCommerce departments. However, mobile will become...
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The ability to try a product before you buy it - whether a car, a glass of wine, or a mobile phone - has become part of the way we buy products. Enterprise software has not traditionally followed that approach. Software companies’ hesitation to give their audience full access to their products is...
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The Service Cloud team was fortunate enough to have Kate Leggett , Forrester Research, Inc. principal analyst, on hand for our webcast about the Future of Customer Service (if you missed it, be sure to check out the recording). In fewer than thirty minutes, Kate...
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