360 PERSPECTIVES

How To Connect Silos
and Put Customers First

Photo of a man with a laptop in conversation with a bot

Sep 10, 2019 By Gavin Austin

An Important Thing to Know About Chatbots

You’ve probably heard about chatbots. Lately, there’s been a lot of hype about how bots are transforming customer service and changing how businesses engage with customers. When Gartner forecasts that, “By 2020, the average person will have more conversations with bots than with their spouse,”... Read More

Customer Service, Artificial Intelligence, Einstein, Service Cloud

Photograph of three people on a park bench

Aug 30, 2019 By Mark Abramowitz

Salesforce Service Cloud Named an August 2019 Gartner Peer Insights Customers’ Choice for CRM Customer Engagement Center

The Service Cloud team is excited to announce that Salesforce has been recognized as an August 2019 Gartner Peer Insights Customers’ Choice for CRM Customer Engagement Center. According to Gartner, “The Gartner Peer Insights Customers’ Choice is a recognition of vendors in this market by verified... Read More

Customer Service, Service Cloud

Aug 02, 2019 By Cheech Moore

4 Considerations When Selecting The Best Consulting Partner for Field Service

Our mission is to ensure Field Service Lightning (FSL) customers are wildly successful in maximizing their business benefit throughout their Field Service digital transformation. Each customer has unique needs, varying business processes, and different expected outcomes. Consequently, it is... Read More

Customer Service, Customer Success, Service, Service Cloud, Mobile

Jul 19, 2019 By Mihir Panchal

How to Leverage “Order on Behalf Of” (OOBO) Using Commerce and Service Clouds

Did you know that 84% of customers say that the experience a brand provides is just as important as its products? (That’s up from 80% in last year’s survey.) However, 51% say that companies fall short of their expectations. Customer service is a big part of a customer’s perception of a brand, and... Read More

Commerce, Commerce Cloud, Customer Service, Customer Success, Service Cloud

Jul 16, 2019 By Christa Matukaitis

How to Provide High-Touch Service With “Order on Behalf Of” Capability

This is the next installment in a series of blog posts on frequent use cases that span the shopper journey across commerce, marketing, and service. It will cover industry best practices, as well as how to’s around setting up these journeys with Salesforce. Check back for additional posts around... Read More

B2B Commerce, Commerce, Commerce Cloud, Customer Service, Retail, Service Cloud

Jul 02, 2019 By Kemberly Gong

Deliver Better Service and Experiences to Your Shoppers

We’ve all had a bad customer service experience that is seared in our memory. In some cases, shoppers will even leave the brand doing business with that company if the service is subpar — in fact, 57% of customers have stopped buying from a company because a competitor provided a better experience.... Read More

Commerce, Commerce Cloud, Service, Service Cloud, Customer Service

May 17, 2019 By Marissa Kraines

Bringing Marketing, Commerce, and Service Together on The Road to Connections

The second episode of The Road to Connections aired on Tuesday, May 14th, and gave viewers an in-depth look at how Salesforce solutions will come to life at the big event, June 17-19 in Chicago. Special guests include Marketing Cloud Product Marketing Manager Sam Moser, Commerce Cloud Director of... Read More

Connections, Events, Commerce Cloud, Marketing Cloud, Service Cloud

May 14, 2019 By Julian Walker

Learn How to Transform Your Customer Service Experience at Connections ‘19

Eighty-four percent of customers say being treated like a person, not a number, is very important to winning their business according to the State of the Connected Customer. So how do you balance the customer's need to feel like an individual with your need to increase your service agent's speed... Read More

Connections, Customer Service, Service Cloud

May 01, 2019 By Devon McGinnis

40 Customer Service Statistics to Move Your Business Forward

Your customer service agents are just as responsible for the integrity of your brand as your marketers, and just as critical to customer retention as your sales team. When your products aren’t operating as you planned and things really hit the fan, your support team is the first line of defense... Read More

Customer Service, Research, Service, Service Cloud

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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

An Important Thing to Know About Chatbots

Salesforce Service Cloud Named an August 2019 Gartner Peer Insights Customers’ Choice for CRM Customer Engagement Center

4 Considerations When Selecting The Best Consulting Partner for Field Service

How to Leverage “Order on Behalf Of” (OOBO) Using Commerce and Service Clouds

How to Provide High-Touch Service With “Order on Behalf Of” Capability

Deliver Better Service and Experiences to Your Shoppers

Bringing Marketing, Commerce, and Service Together on The Road to Connections

Learn How to Transform Your Customer Service Experience at Connections ‘19

40 Customer Service Statistics to Move Your Business Forward

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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

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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