360 PERSPECTIVES

How To Connect Silos
and Put Customers First

Apr 18, 2017 By Ketan Karkhanis

Salesforce @ Field Service USA 2017: Improving Every On-Site Experience with Field Service Wave Analytics

Today, Salesforce is headed to Field Service USA in sunny Palm Springs, CA to share the latest in intelligent field service analytics. We’re kicking off the morning with a keynote at 9:55am PT from our very own Mark Bloom, Senior Director, Strategy & Operations for Service Cloud, as he... Read More

Service Cloud, Service, Analytics Cloud

Apr 17, 2017 By Susan Mercy

Predicting Your Customers’ Needs: Welcome to the Age of Intelligent Field Service.

It’s no surprise that we’re living in a connected world. Customers are connected to everyone and everything by their mobile devices, apps, and connected products. In fact, by 2020, there will be 50 billion internet-connected devices on the planet — a 100% increase over 2015 (Cisco). Now customers... Read More

Service, Service Cloud

Apr 07, 2017 By Stephen Bell

Differentiating for a Digital World: Making Service Personal Again

The new era of connected customer service In today’s ultra-connected world, customer choices are unlimited. In our net-driven, instant, mobile world, hyper-personalization rules. Companies like Birchbox and Nordstrom’s Trunk Club were some of the first to use personalization as a business... Read More

Customer Service, Service Cloud

Mar 21, 2017 By John Hernandez

How to Build a Lean, Mean, Competitive Outsourcing Machine

The golden age of support contracts is over – XaaS means your customers want shared risk, agility and variable cost models, which makes outsourcing essential. It’s the wee hours of the morning in a large supermarket. The doors are closed, the shoppers gone, and a team of engineers is undertaking... Read More

Customer Service, Service Cloud

Mar 03, 2017 By Bobby Amezaga

Double Duty: How to Reduce Support Costs AND Increase Customer Satisfaction with Conversational Messaging

More than 80 billion messages are sent every day via SMS, Facebook Messenger, and WhatsApp alone, according to The Verge. Add to that the hundreds of other messaging apps, and the numbers are staggering. And businesses are noticing that customers prefer the ease and immediacy of messaging for... Read More

Customer Service, Service Cloud

Feb 21, 2017 By John Hernandez

Artificial Intelligence Brings Disruptive Innovation to Customer Service

Customer service is typically thought of as being reactive — the customer picks up the phone, or fills out a form on the website, or sends a tweet, and the support agent reacts to that inquiry. But thriving in the customer service landscape of tomorrow relies on being proactive with customer... Read More

Customer Service, Partners, Service Cloud, Artificial Intelligence

Feb 18, 2017 By Brad Edmond

The Communication Revolution: Why Your Business Needs Conversational Messaging

Remember deciding between a new VCR or to make the leap and buy your first DVD player? Or when companies with websites were seen as exceedingly high-brow? Well, nowadays, the question for most consumers is: Why can't I just text this company with a question instead of calling or filling out some... Read More

Service, Service Cloud

Feb 14, 2017 By Emily Stanford

Customer Service Cartoons Everyone Can Relate To

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... Read More

Customer Service, Service Cloud

Feb 14, 2017 By Michael Chou

Introducing the Field Service Lightning Mobile App

A year ago, we launched Field Service Lightning to bring a new approach to field service. In my four years on the Service Cloud team at Salesforce, I have never seen a product generate so much momentum and excitement with our customer and partners. In an increasingly connected world, driven by... Read More

Service Cloud, Service, Apps

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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

Salesforce @ Field Service USA 2017: Improving Every On-Site Experience with Field Service Wave Analytics

Predicting Your Customers’ Needs: Welcome to the Age of Intelligent Field Service.

Differentiating for a Digital World: Making Service Personal Again

How to Build a Lean, Mean, Competitive Outsourcing Machine

Double Duty: How to Reduce Support Costs AND Increase Customer Satisfaction with Conversational Messaging

Artificial Intelligence Brings Disruptive Innovation to Customer Service

The Communication Revolution: Why Your Business Needs Conversational Messaging

Customer Service Cartoons Everyone Can Relate To

Introducing the Field Service Lightning Mobile App

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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