360 PERSPECTIVES

How To Connect Silos
and Put Customers First

Jun 27, 2017 By Amanda Nelson

Learn from These 11 Customer Service Blunders

“Companies that are not committed to customer service don't have a future,” states Robert Spector, customer care expert and author of The Nordstrom Way to Customer Experience Excellence: Creating a Values-Driven Culture. This harsh reality still holds many organizations back from focusing on... Read More

Customer Service, Service Cloud, Leading Edge

Jun 23, 2017 By Jennifer Hersom

How AAA Carolinas Revved Member Happiness with Connected Sales and Service

We’ve all been there — just one stop at the grocery store after work to pick up something for dinner, then, when you turn the key to start the car, and: “click.” Time for a savior. AAA Carolinas has been dedicated to saving motorists for decades, which is great for its members. But roadside... Read More

Customer Service, Service Cloud

Why Bots are a Service Agent’s Best Friend

Jun 19, 2017 By Keith Pearce

Why Customer Service Bots are a Service Agent’s Best Friend

We’ve all heard it, Artificial Intelligence is fueling the next great business revolution. Computers are driving cars. Bots are manufacturing pretty much everything. And Siri and Alexa have even become our personal assistants. Now, bots and automated customer service are all the buzz for contact... Read More

Customer Service, Service Cloud, Artificial Intelligence

Jun 05, 2017 By Leah Tsang

Your Company's Most Strategic Differentiator: The Service Agent

Everyone has a story about terrible customer service. And that story invariably starts with a phone call, involves redundant questions and a lot of waiting on hold, and ends in deep frustration. Yet it’s exactly this first point of contact, when a customer is reaching out to you, that you have the... Read More

Customer Service, Service Cloud

May 29, 2017 By Allison Johnson

3 Field Service Trends Shaping All Industries

The Service Cloud team recently attended Field Service USA, a leading conference for customer service and field service professionals. From workshops, to sessions and an expo hall, it was a busy week of non-stop learning and networking. Inspired by the many sessions and conversations with fellow... Read More

Customer Service, Service Cloud

May 22, 2017 By Adam Blitzer

Poor Service Will Cost Companies $1.6 Trillion. How to Avoid Being a Service Statistic.

It’s no secret. Poor customer service can cost your company — big time. According to Accenture, 52% of consumers have switched brands in the past year due to poor service. So it’s not hard to see that if you don’t provide good customer service, half of your existing customers are easy pickings... Read More

Customer Service, Service Cloud

May 10, 2017 By Emily Stanford

How to Make Customer Service Conversations More Intelligent

Customer service has a lot of growing up to do. In the 1960's, customer service reps solved problems exclusively by phone. Since then, customer service has permeated a wide variety of channels, such as email, social media, and apps. Now the latest evolvement in customer service is messaging. ... Read More

Customer Service, Service Cloud

May 09, 2017 By Adam Blitzer

Salesforce is Named a Leader for the Ninth Consecutive Year in the Gartner Magic Quadrant for the CRM Customer Engagement Center.

We’re on cloud nine with Gartner’s announcement of the leaders in the CRM Customer Engagement Center. Gartner evaluated 15 service software vendors based on 15 criteria, and thanks to you, named us a leader for the ninth year in a row. What defines a leader? You decided. Characteristics of a... Read More

Service, Service Cloud, News

May 08, 2017 By Elaine Stanfield

How to Turn Your 1-800 Number Into Customer Service with a :)

It started in 1967 as a novelty. AT&T’s “toll free numbers” were an easy way for businesses to connect with customers, and customers quickly got on board. 1-800 became the must-have service tool for companies. Call volumes soared, and the number of call centers exploded. Fast forward to 2007.... Read More

Customer Service, Service Cloud

Go to the Resource Center

How To Create a Customer-Centric Experience

The New Rules of Customer Engagement: Key Trends From Global Research

Salesforce.com

360 PERSPECTIVES

How To Connect Silos
and Put Customers First

Learn from These 11 Customer Service Blunders

How AAA Carolinas Revved Member Happiness with Connected Sales and Service

Why Customer Service Bots are a Service Agent’s Best Friend

Your Company's Most Strategic Differentiator: The Service Agent

3 Field Service Trends Shaping All Industries

Poor Service Will Cost Companies $1.6 Trillion. How to Avoid Being a Service Statistic.

How to Make Customer Service Conversations More Intelligent

Salesforce is Named a Leader for the Ninth Consecutive Year in the Gartner Magic Quadrant for the CRM Customer Engagement Center.

How to Turn Your 1-800 Number Into Customer Service with a :)

Most Popular Stories

CTO Perspective: Take Your Development Team From Product- To Customer Centric

How To Create a Customer-Centric Experience

New Rules of Customer Engagement: Key Trends From Global Research

Americas

Europe, Middle East, and Africa

Asia Pacific

Salesforce.com

360 PERSPECTIVES

How To Connect Silos and Put Customers First

Most Popular Stories

CTO Perspective: Take Your Development Team From Product- To Customer Centric

How To Create a Customer-Centric Experience

New Rules of Customer Engagement: Key Trends From Global Research

Americas

Europe, Middle East, and Africa

Asia Pacific

How To Connect Silos
and Put Customers First