360 PERSPECTIVES

How To Connect Silos
and Put Customers First

Jun 18, 2020 By Rosie Roca

9 Hacks To Help Your SMB Continue Excellent Customer Service

Welcome to the adaptive workforce. Maintaining continuity in your small business means adapting to change, including how and where you do business. Remote working, shift planning, and reconfiguring your office or place of business are all part of the plan now as we navigate into a new normal. The... Read More

Customer Engagement, Customer Service, Leading Through Change, Small Business, Service

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 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

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

Mar 01, 2020 By Gary Brandeleer

Hiring Today’s Field Service Workers: What You Need to Ask

Today’s mobile workforce looks nothing like it did a decade ago. Legacy field workers are cycling out — with as many as two million technical jobs expected to go unfilled by 2025 because of the skill gap — and a new generation of digital natives are cycling in. With that comes a new hiring rule... Read More

Future of Work, Customer Service, Service Cloud, Service

Jan 29, 2020 By Yaron Dror

The Key to Maximizing ROI in Field Service: Optimal Workforce Field Scheduling and Dispatch

As in-person field service increasingly becomes a competitive differentiator, every moment and every interaction represents an investment in your customers and – in many cases – their assets. Operational labor to schedule, dispatch, and manage the work and mobile workforce add to that investment.... Read More

Digital Transformation, Customer Service, Service Cloud, Customer Experience, Mobile, Service

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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

9 Hacks To Help Your SMB Continue Excellent Customer Service

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

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

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

Hiring Today’s Field Service Workers: What You Need to Ask

The Key to Maximizing ROI in Field Service: Optimal Workforce Field Scheduling and Dispatch

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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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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