DIGITAL BANKING

Help Customers Navigate
Financial Uncertainty

Remain a source of support and trusted advice with these
guiding principles.

May 23, 2020 By Shonnah Hughes

How Emotional Intelligence Increases Customer Loyalty

Customer service representatives and social media users are no strangers to the growing phenomena of “cancel culture.” As humans, however, we crave interaction and acceptance. So why is it now common to cancel services after a single negative interaction? How can we use emotional intelligence (EQ)... Read More

Customer Engagement, Customer Service, Customer Experience, Leading Through Change

May 21, 2020 By Karen Mehal

Industry Leaders: Pivot Now to Prepare for What’s Next in Field Service

You’ve probably heard the saying, “The show must go on.” Well, in field service, the job must go on. And across industries, the COVID-19 pandemic is impacting service delivery. In a series of virtual round table discussions, Salesforce’s Michael Maoz, Steve Smith, and I chatted with field service... Read More

Future of Work, Customer Service, Leading Through Change, Service

May 15, 2020 By Raphael Reznek

How Mascoma Bank Supported 12,500 Jobs Through Economic Recovery Efforts

Mascoma Bank, a Salesforce customer, wrote this article. Small businesses are the lifeblood of our communities. They enrich the places we live and work and provide jobs for our neighbors. We depend on small businesses for a lot — and they depend on help from financial institutions to navigate times... Read More

Customer Engagement, Community Cloud, Financial Services Cloud, Service Cloud, Financial Services, Leading Through Change, Customer Story, Customer Service

May 12, 2020 By Patrick Beyries

How to Quickly Manage More Customer Service Cases With Automation

During times of increased contact volume, no one wants to be left on hold for more than a few minutes. One way to help customer support agents assist as many customers as possible is to automate routine tasks and processes. Automation frees up agents’ time to focus completely on the customer and... Read More

Artificial Intelligence, Customer Service, Leading Through Change, Service Cloud, Service

May 11, 2020 By Kemberly Gong

You Need to Uplevel Your Order Management System — Now What?

The COVID-19 health crisis accelerated the growth of ecommerce. In fact, digital revenue grew 20% year-over-year (YoY) in Q1 2020, according to the Salesforce Shopping Index powered by Commerce Cloud. When most of the country was under shelter-in-place orders, getting products to customers on their... Read More

Commerce, Customer Service, Commerce Cloud, Customer Experience, Ecommerce, Retail, Service

May 01, 2020 By Amy Higgins

Service from Home: 4 Leaders on How to Support Remote Service Teams

We asked seasoned service experts how they help their teams deliver exceptional service experiences while working from places like the dining room table. All while many industries continue to experience a dramatic increase in contact call volume. Our panel of service insiders includes: ... Read More

Future of Work, Customer Service, Service Cloud, Leading Through Change, Service

Apr 13, 2020 By Nicole Sult

How Lippert Components Is Keeping RV Service Rolling and Supporting Customers From Home

Lippert Components, a Salesforce customer, wrote this article. At Lippert Components, there’s no such thing as a typical day when it comes to servicing our RV customers. Campers, manufacturers, and sales and service dealers have different needs, but all their requests are usually urgent. And... Read More

Customer Engagement, Customer Service, Service Cloud, Leading Through Change, Customer Experience, Service, Manufacturing

Apr 06, 2020 By Jim Roth

Lessons From Moving 2,800 Support Engineers to Work From Home

One of my favorite museums in the world is Churchill War Rooms, which is the underground bunker complex where Churchill and his staff ran war operations, safe from the bombs that pummeled the ground above. In the midst of the crisis, engineers had to reinforce the ceiling to ensure bombs could not... Read More

Future of Work, Customer Service, Leading Through Change

Mar 27, 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

On-Demand Webinar

Service From Home: How VIZIO Has Maintained Consistent and Quality Support

Most Popular Stories

How Emotional Intelligence Increases Customer Loyalty

Salesforce.com

Help Customers Navigate
Financial Uncertainty

How Emotional Intelligence Increases Customer Loyalty

Industry Leaders: Pivot Now to Prepare for What’s Next in Field Service

How Mascoma Bank Supported 12,500 Jobs Through Economic Recovery Efforts

How to Quickly Manage More Customer Service Cases With Automation

You Need to Uplevel Your Order Management System — Now What?

Service from Home: 4 Leaders on How to Support Remote Service Teams

How Lippert Components Is Keeping RV Service Rolling and Supporting Customers From Home

Lessons From Moving 2,800 Support Engineers to Work From Home

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

On-Demand Webinar

Service From Home: How VIZIO Has Maintained Consistent and Quality Support

Most Popular Stories

How Emotional Intelligence Increases Customer Loyalty

This Strategy Helped Mascoma Bank Process 1000+ PPP Applications in 13 Days

Why a Simple Chatbot Adjustment Doubled CSAT Scores for Sun Basket

Americas

Europe, Middle East, and Africa

Asia Pacific

Salesforce.com

Help Customers Navigate Financial Uncertainty

On-Demand Webinar

Service From Home: How VIZIO Has Maintained Consistent and Quality Support

Most Popular Stories

How Emotional Intelligence Increases Customer Loyalty

This Strategy Helped Mascoma Bank Process 1000+ PPP Applications in 13 Days

Why a Simple Chatbot Adjustment Doubled CSAT Scores for Sun Basket

Americas

Europe, Middle East, and Africa

Asia Pacific

Help Customers Navigate
Financial Uncertainty