March 22, 2021 By Salesforce Canada

5 Customer Service Metrics That Help Reps

A customer service rep shows up every day on time. They work steadily for their entire shift. They leave a clean workspace and complete any of the reports they were asked to file. Does any of this mean the rep is doing a great job — or simply what’s expected? Excellence in customer service takes... Read More

Customer Service

March 10, 2021 By Salesforce Canada

Should Your Customer Service Reps Earn Commission?

Customer service departments cost money to staff and operate, but the most successful companies have realized they can be a strong source of revenue, too. Instead of looking at them as the place where people go to complain about their purchases or an unsatisfactory experience, they recognize... Read More

Customer Service

March 5, 2021 By Salesforce Canada

Reach Out To Your Customers Through Your App

“Need help or support?” product brochures used to say. “We’re only a phone call away!” There are still plenty of numbers you can dial that will take you directly into a contact centre filled with expert agents who can solve customers’ biggest challenges. Increasingly, though, those companies are... Read More

Customer Service

January 18, 2021 By Salesforce Canada

To Serve Your Customers Well, Be Your Own Customer

In the early days of running a small or medium-sized business, your initial customers might be friends, acquaintances or even family members. Next will come the strangers — though hopefully they won’t remain strangers for long. The most successful SMBs learn to really know their customers, whether... Read More

Customer Service

December 30, 2020 By Salesforce Canada

To Immediately Improve Customer Service, Remove Silos

What customers want is the fastest and most direct route to having their issues resolved. What they often experience, however, is a scavenger hunt. You probably remember scavenger hunts, even if you don’t have children. Everyone gets a clue to start off, and then has to go off in search of a... Read More

Customer Service

December 24, 2020 By Salesforce Canada

7 Quick Tips For Using Social Media For Customer Service

In a way, people want their experience in dealing with customer service issues to feel a lot like what happens on social media. When you share an update on platforms like Facebook or Twitter, it feels good when your friends and followers give it a “like” or share it with their network. When you... Read More

Customer Service

September 14, 2020 By Salesforce Canada

How To Turn Customer Reviews Into Customer Service Opportunities

Every customer review — good or bad — is the raw material successful businesses use to continually improve the experiences they deliver. Unless you’ve studied them in detail, it’s easy to mistake customer reviews for something that’s separate or off to the side of a customer experience. Unlike the... Read More

Customer Service

July 15, 2020 By Salesforce Canada

7 Ways Of Giving Your Customer Service Agents Autonomy

There may be companies hard at work at developing vehicles that drive themselves, or robots that handle factory tasks without much supervision, but customer service agents are often still far from autonomous by comparison. Almost from the moment they arrive at a contact centre, an agent’s schedule... Read More

Customer Service

April 20, 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, Leading Through Change, Customer Service, Service Cloud, Service

FEATURED CUSTOMER SERVICE POST

Before, During, and After: How to Improve Customer Service Every Step of the Way

BY FAN BI

5 Customer Service Metrics That Help Reps

Should Your Customer Service Reps Earn Commission?

Reach Out To Your Customers Through Your App

To Serve Your Customers Well, Be Your Own Customer

To Immediately Improve Customer Service, Remove Silos

7 Quick Tips For Using Social Media For Customer Service

How To Turn Customer Reviews Into Customer Service Opportunities

7 Ways Of Giving Your Customer Service Agents Autonomy

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

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