How much money would you pay for a magic wand that enabled you to never have to speak to a customer service agent again? It's an experience none of us look forward to — at best, you get your question answered or problem solved, and can move on with your day. At worst dealing with the customer...
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BTW: Your Customers Want to Text You
As you look at the many investments you need to make in your contact centers, you’re probably wondering where new digital channels fit in the mix. You know your customers are mobile. You’ve probably been investing in monitoring social channels and have been...
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The most powerful part of being a customer service executive using Salesforce for service is being part of a community of the best companies in the world. Salesforce added customer service and support way back in 2004 and customer service executives have been guiding our innovation to deliver the...
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Research from the newly published “Second Annual State of Service” report reveals some habits of high-performing service teams. Here are seven highlights to keep in mind to set your service team on the right track this year.
But first, a quick note on the research: Salesforce Research provides...
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We are living in a customer-centric world today more than ever. Customers dictate the market, and thanks to the internet, they have the power to make or break your business with a loud and influential voice.
According to statistics from BrightLocal, 84 percent of people trust online reviews as much...
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Customer Satisfaction scores and NPS are among the top metrics used by companies to measure the strength of their relationship with their customers. Gathering this feedback following a customer service interaction is critical for every business in order to understand how their customer support...
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Texting for business is still a new concept to many. It’s the missing piece to your omni-channel customer service strategy, and many aren’t aware of the impact this channel can have for consumers. We’re revolutionizing how this new channel connects customers and businesses in powerful new way. Here...
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We all know helping customers is a top priority. At Salesforce we make sure we are always listening and engaging. According to JD power and Associates 67% of consumers have used a company's social media site for servicing, compared with 33% for social marketing. Are you doing your best to capture...
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As cloud technology continues to disrupt businesses of all sizes and industries worldwide, the contact center communications market remains a bit behind. This is a typical trend that has been historically seen in this space. Of the 14.5 million call centers around the world, over 90 percent are...
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