Elizabeth Dias

Does a Secret Formula for Self-Service Success Exist? While customer service is not rocket science, customer self-service is definitely an art form that takes some time to truly master. It’s not as simple as waving your magic wand, and it definitely comes down to more than just implementing the right online community platform. From the […]

For companies using Salesforce today, business and technology leaders are constantly looking for new ways to extend the power of the Salesforce platform to help their employees be more productive and to enhance the customer experience. Often times this means turning to the AppExchange to find business apps that address their business needs. For many of our Salesforce […]

We’ve heard it from a number of different analyst sources and it’s being talked about all across the web right now – 2017 is the year of cognitive computing or artificial intelligence (AI). The blockbuster partnership announced this week between Salesforce and IBM further validates that AI is more than just the next marketing buzzword […]

I happened to bump into an annual online community report from CMX the other day and thought it did a great job of providing some solid research on why companies build branded communities, the ROI metrics that matter to demonstrate value, and the paths they are taking to achieve success with their community. The piece […]

Your brand is much more than a memorable logo, clever tagline, and a cohesive palette of colors, or clean lines and good typography. Bottom line, it’s about providing added value for your customers, building trust through quality and consistency, and ultimately boosting customer satisfaction and loyalty. Beyond a customer’s perception of your brand (and your products and […]

In the Age of the Customer, where everything and everyone is connected, delivering a connected service experience for your customers – from call center to the field – is an absolute must! As industries continue to face digital and technology disruption, we’re seeing that the customer experience has overtaken product and price as the true differentiator […]

Making Service Conversational Requires Investments in Self-Service Customers are increasingly impatient and want immediate answers to their problems or questions. Using self-service channels as a first point-of-contact is a great way for service organizations to alleviate some of the demands on your contact center while executing against the ongoing need to deliver an exceptional customer experience. However, […]

Self-service has quickly climbed the ranks as a high-priority support strategy for leading service organizations. One of the easiest ways to deliver exceptional customer service is by building a self-service support community for your customers. Research shows that 72% of customers prefer to use a company’s website to find answers. Also, studies from Gartner show more […]

We continue to see a common theme with rapidly growing companies as they scale their business operations, especially within the service organization. There’s an increased need to ensure they have the right support framework and platform in place that they can depend on to profitably grow the business. The customer service technology system ecosystem has […]

Perficient had the honor of participating in Cox Automotive’s first-ever Salesforce Summit earlier this year at their company headquarters in Atlanta. As our client, it was so exciting to not only see 150 business and technology leaders we work with, from across the more than 25 brands Cox Automotive owns, come together to share and learn from other […]

Philanthropy: A Powerful Message for the Salesforce Community Salesforce put its philanthropic message front and center at Dreamforce. Will.i.am kicked the keynote off on Wednesday with a very strong message around becoming a mentor to inner city children. And not just inner cities here in America, but abroad. A fast fact: more children have died in Chicago due […]

What’s the next opportunity for you to engage with your customers, partners and suppliers, or employees? Salesforce Community Cloud is the answer. As organizations move away from the one-way, portal-centric conversations with an audience towards a more socially engaging model, communities are the perfect way for you to connect with an audience in an entirely new way. And with the […]