Feature

Sep 01, 2021 By Nausheen Najib

How to Use Slack for Customer Service to Boost Satisfaction

Learn how Slack helps service teams with case swarming, incident management, and more to boost customer satisfaction and increase loyalty.... Read More

Service, Service Cloud

Feb 24, 2021 By Mark Abramowitz

Customer Effort Score Cracks the Top 5 Most-Measured Service Metrics

Service professionals are measuring how much work it takes for a customer to get the information they need from their brand.... Read More

Service, Service Cloud, Research, Customer Engagement

Jan 25, 2021 By Bill Patterson

70% of Customers Prefer On-Site Service, Even Now — Is Your Field Service Ready To Deliver?

According to Salesforce Snapshot Research, 70% of customers prefer on-site service over video. Today, as field service appointments increase, the need for safe, fast, and complete service delivery — the first time — becomes even more important... Read More

Future of Work, Customer Service, Service, Service Cloud

Dec 14, 2020 By Mark Abramowitz

7,000+ Service Pros Reveal Insights for Your Next Chapter on Customer Service

Every business leader can agree the stakes have never been higher to build trust and maintain customer loyalty. Ninety percent of customers say how a company acts during a crisis demonstrates its trustworthiness. Customer service has taken centre stage as companies build trust and drive loyalty... Read More

Customer Experience, Research, Service, Service Cloud, Future of Work

Sep 17, 2020 By Nipun Sharma

Revisiting your Customer Service KPIs: Going Beyond CSAT

Which customer service KPIs other than CSAT scores can provide a holistic picture of your service team’s performance? Find out on our blog.... Read More

Service Cloud, Customer Engagement

Aug 10, 2020 By Mark Abramowitz

The Biggest Customer Service Trend of 2020? Phone Support

Customers demand support over the phone, and many companies are now challenged to deliver a consistent and quality experience during a pandemic. Here's how to do it well... Read More

Customer Engagement, Customer Service, Communications, Service, Service Cloud