Salesforce

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 […]

According to Forrester’s recent CRM trends report geared to help users navigate the future of CRM in 2017, the use of customer relationship management (CRM) solutions should be viewed as the foundational building block to power your customer experience (CX) strategy. For Salesforce users looking to tap into the true power of the platform, your […]

Let’s start with a look at deep attributes. What is a deep attribute? For every search solution, we rely heavily on the search engine to return relevant results for a search term. Once search results are returned, the users often want to check related information to the search results, such as the rating of an […]

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, […]

Lightning components are designed to be self-contained and independent. While this is great for modular development and encapsulation, it comes at a price. That price is JavaScript. JavaScript from one component can’t talk with another, and that’s why Lightning components use events. Events handle any interaction that needs to take place between components: button clicks, […]

Perficient, a leading digital transformation consulting firm serving Global 2000® and other large enterprise customers throughout North America, recently announced it has been designated a Salesforce Platinum Consulting Partner.  In a large and diverse partner ecosystem, Salesforce consulting partners are rated based on the total value contribution to Salesforce’s business, their cloud specializations and certifications, […]

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 […]

Migrating from one technology to another always has its unique challenges, and migrating from Zendesk to Service Cloud is no exception. However, we’ve done a migration or two (more like 10 or more) and consistently get the same migration questions from clients. In case you missed it, we’ve already covered ten reasons why we see customers […]

Having worked on a number of Zendesk to Salesforce Service Cloud migrations to date, we see a core set of common themes around why customers choose to migrate to Salesforce.  As such, we wanted to share the typical profiles or personas and trends for companies (from an organization and system perspective) moving off of Zendesk […]

“Everything changes, nothing remains without change.” – Buddha Implementing Salesforce Service Cloud will set the foundation to potentially have all your sales and service teams on one standard, reliable platform.  The benefits of Salesforce Service Cloud on its own are numerous and have been discussed at length in various other blogs or white papers.  Let’s […]

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 […]