As a principal analyst for Forrester Research, Inc., Kate Leggett’s research and blogs are always something the Service Cloud pays close attention to. Kate’s research focuses on helping organizations establish and validate customer service strategies - this includes vendor selection, project...
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Maximizing agent productivity is the holy grail for all VPs of Customer Support. In a recent study commissioned by Forrester Research on behalf of salesforce.com, the number one problem surveyed companies have is that “agents must use multiple applications to find the information they need.”
This...
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Quality customer service starts with careful listening. For brands that effectively service their customers through social media this means using the medium like a telephone, not a megaphone. Adopting the “telephone” strategy, there are two distinct ways that can guide your brand’s social...
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Last month’s Dreamforce event featured more Service-related breakout sessions - upwards of 90 in all - than any previous year. Session topics ranged from improving agent productivity to self-service communities to an overview of the Service Cloud product roadmap. Additionally, we...
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Last week I made the case for
customer service through social media, and I’m going to assume everyone is now not only convinced
- but excited! - to transform the way their business does customer service.
So let’s take a closer look at the art of listening to your customers,
and why smart...
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The explosion of social media we’ve witnessed over the last decade is not news to anyone. However, the number of companies’ customer service organizations shying away - or even ignoring - this revolution is the part that should surprise everyone. When it comes to customer service,...
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During Dreamforce the salesforce.com product teams get the incredible opportunity to showcase latest and best features of their products. So as our Service Cloud predecessors had done the previous two years, we decided to build a live contact center in order to demonstrate the power of our...
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As a member of salesforce.com’s Service Cloud team, it’s important for me to enable our clients to deliver stellar customer service. But can customer service ever go too far? Over the past few months, I have read several stories in the press about annoyed - even offended -...
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Yesterday, the leading industry analyst firm Forrester Research, Inc., released The Forrester Wave™: CRM Suites for Customer Service Solutions, Q3 2012 report.
If you’re like me, the word wave conjures up vision of a cool stadium crowd trick, but in actuality it’s a comprehensive report on...
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![Why Your Company Should Use Social Media for Customer Service [ebook]](http://www.salesforce.com/content/dam/blogs/legacy/2012/10/6a00e54ee3905b8833017d3c9a119f970.jpg)
