Salesforce

While CTI technology in recent years (especially Salesforce’s Open CTI platform) has helped make the phone experience more intelligent for customers and agents, a new service from NextCaller aims to turn the traditional concept of caller ID on its head. NextCaller is the most recent in a trend of new services (similar to Datacoup and others) that offer […]

We believe that demonstrating respect for your customers is the best way to keep them happy and engaged. But what does “demonstrating respect” mean in the context of customer support? It could translate to, Being transparent about your policies and acknowledging issues when they arise Providing customers with valuable self-help resources so they are empowered […]

Salesforce.com launched the Service Cloud Console (now called the Salesforce Console for Service) several years ago to enable customer support agents to manage cases more effectively and efficiently by giving agents more access to key data with fewer clicks inside of a single browser window. It was so popular that Salesforce extended it to Sales […]

You’ve done the hard work of configuring your new community, building in a great search experience, and branding it with Site.com. Now it’s time to go live! But first you need to get thousands of new users created and activated before you can flip the switch. Mass adding users through the API (Data Loader) may […]

With hundreds of implementations under our collective belt, Perficient’s Service Cloud Practice has worked with an incredible range of companies, business models, and end customers. Being data nerds at heart, we’re always on the lookout for trends and patterns among this diverse group. Clients like Activision, Minted, Kabam, and Twitter have taught us that much like […]

These two acronyms share two of the same letters but are very different in their purpose and history. We share a perspective on how customer relationship management (CRM) and Electronic Medical Record (EMR) systems combined can be invaluable at what they do best and result in the best of both worlds for providers and patients. […]

If you saw our overview post last week on making search work in Communities – you’re probably looking for more info on each option. Here at Perficient we believe that “seeing is believing”. For each search option covered in our previous post, here are some screenshots and details to help you figure out which option […]

When I think of major healthcare trends one of the most interesting is that of connected health, the idea that healthcare delivery uses technology to deliver patient care outside of the hospital or doctor’s office. Patient – doctor interactions can now extend past visits to a more engaging ongoing relationship with providers, where patients have […]

You see the commercials on TV, the alluring websites, digital advertising in airports, on billboards, on the radio, in magazines, everywhere. Let’s face it, the war for patients in healthcare is in full swing. Whether you are a hospital, a physician, a pharmaceutical company or any combination thereof, you are now operating in a highly […]

A vibrant community with an engaged user base will usually contain an incredible amount of valuable content. But as content grows, how do users get connected with the right article that answers their question (in a service community), or the right piece of enablement content that helps them sell (in sales community)? The preferred option […]

According to Frost & Sullivan’s Global Marketing Automation Software Market research, global marketing automation software revenue is at $550.7 million and is expected to reach $1.9 billion by 2020. Last week Joan Rothman posted the article A New Marketing Automation Benefit Emerges which prompted me to write about how I how help companies drive more qualified leads […]

As an implementation partner, we really enjoy working with the Communities platform. The built in collaboration with Chatter and the flexibility of configuration make Communities a major upgrade over traditional portals. But today I’m going to highlight another key benefit of that platform: branding and design with Salesforce Site.com. Site.com is free to use with […]