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See You at Twilio Engage and Superclass Toronto

Twilio is bringing the future of communications to over 20 cities this year with the Twilio Engage Roadshow – and we are proud to sponsor Engage Toronto November 7th! What to Expect from Twilio Engage + Superclass Engage is perfect for developers, product managers, technologists and digital innovators alike to enhance their knowledge and gain […]

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[QUIZ] What Contact Center Support Model Best Fits Your Needs?

In the previous blog posts from this series, I have focused on the support needs, necessary roles, and managed service provider benefits for cloud-based contact center support. I mentioned there are three main support models all organizations will fall into: self-sufficient, hybrid, and outsourced. There are benefits to each model, depending on several factors unique […]

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Text-based Channels in Twilio Flex – Some Considerations

A primary selling point of the Twilio Flex platform is support for rich, omni-channel interactions out of the box. Until recently, implementing and supporting multiple channels of customer interaction required using a variety of platforms or approaches. A number of contact center vendors are working on ways to remedy this. However, Flex stands out for […]

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Six Reasons Clients Love Salesforce Community Cloud [INFOGRAPHIC]

While there are way more than six reasons to love Salesforce Community Cloud, here are the top six reasons that keep coming up again and again with our customers. In addition to increased loyalty and increased retention, Salesforce Community Cloud opens up a world of connection to the different stakeholders your business interacts with. To […]

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Cognitive Agents to Improve User Experience

In a world where over 2.5 quintillion bytes of data is created each day, having a tool to help deliver information to users efficiently is important. Cognitive agents are a tool that can improve user experience for both advisors and customers alike. This self-service technology is capable of understanding human language to provide accurate information […]

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How Cloud-Based CRMs Are Enhancing Customer Care

Most businesses today wouldn’t know what to do without their customer relationship management (CRM) system. Increasingly, most wouldn’t know what to do without their cloud-based CRM system specifically, either. It is this reliance that shows how important modern CRM systems are to customer care. The way in which businesses have used CRM systems have changed, […]

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5 Essential Steps for Improving Your Customer Care

Satisfying today’s digitally savvy and well informed customers boils down to one common theme – customer experience. Price and quality are key considerations when making purchase decisions. However, it’s the experience that keeps customers coming back for more. 73% [of consumers] said a good experience is key in influencing their brand loyalties Your organization must […]

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Retail Checkout: Who’s Doing it Right?

It’s no secret that cashiers at retailers are starting to be replaced by self-checkout options. The rise and success of Amazon Go has the retail industry adopting new technologies to remain contenders in customer satisfaction. The majority of big chain retail establishments are implementing new checkout options: express checkout, curbside pick-up, registers for customers to […]

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Meet Customer Care Expectations With Cloud

People have higher expectations than ever when it comes to customer care. With the development of technology and communications, customers are now seeking immediate gratification. The average customer believes immediacy and accuracy to be two of the important traits of customer service. The method of interaction is also important for consumers, which gives businesses something […]

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Six Trends Moving the Needle in Customer Care: Cloud

Consumers are digitally savvy, well informed, and more demanding than ever. Not investing in resources that digitally transform customer care will become a competitive disadvantage. This series explores six technology trends for delivering smarter and more strategic customer care. Trend #6: Cloud Enables Customer Care Anywhere Cloud solutions enable better customer care experiences. Customers can find the […]

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Medical Thrillers and Digital Transformation

I have been listening to an audio book called “Cell” by author Robin Cook. This is a medical thriller about a doctor, George Wilson, whose life revolves around an innovation that is devastating and plays a critical role in his entire life and the people he loved. A large company creates a smartphone app that […]

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3 Ways Self-service Communities Bring In Profit Past Support

Self-service communities open the Salesforce platform up as a place to do business with your customers, past just providing support. Saving Human Agent Time = Saving Company Money Implementing a self-service community is an easy recommendation when customer have questions like, “How do I reduce support or call center costs?” or “I’m concerned about agent […]

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Six Trends Moving the Needle in Customer Care: Omnichannel

Consumers are digitally savvy, well informed, and more demanding than ever. Not investing in resources that digitally transform customer care will become a competitive disadvantage. This series explores six technology trends for delivering smarter and more strategic customer care. Trend #5: Omnichannel Experiences Amplify Customer Loyalty The thought of calling customer service might be off-putting. Regardless of […]

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Customer Care in Healthcare: A Trend That Moves the Needle

Whether it’s online, in-person, or multichannel, customer experience (CX) is a key differentiator for any businesses – and healthcare organizations are no exception. The healthcare industry will need to stay on top of key driving consumer care trends and emerging technologies, as a new level of service and engagement has become the norm. According to research […]

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How AI Improves Customer Care in Financial Services

It’s safe to say that artificial intelligence (AI) has established itself in the business world. Think of it as part of a company that is always working and doesn’t take time off. The efficiencies AI presents are so tremendous that it is expected to result in more than $1 trillion in savings in the industry. […]

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Six Trends Moving the Needle in Customer Care: AI, VCAs, Chatbots

Consumers are digitally savvy, well informed, and more demanding than ever. Not investing in resources that digitally transform customer care will become a competitive disadvantage. This series explores six technology trends for delivering smarter and more strategic customer care. Trend #4: AI, VCAs, Chatbots: The Future of Customer Care If you’re tasked with evolving your firm’s customer […]

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How We Create & Measure Case Deflection in a Salesforce Community

Outstanding CX is the New Norm In 2015, a Gartner study predicted that by 2019 more than 50% of organizations will invest more money into the customer experience. In 2019, we can safely say that number is more than just 50%. With trends like personalization, omni-channel support, and AI becoming the norm, customers are evolving […]

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Storms Offer Utility Companies an Opportunity to Shine

The world is random, and the future is unknown. We are continuously adapting to remain up-to-date and connected at all times through an omnichannel experience. Still, with the most advanced proactive measures, sometimes things happen. Think about this. A massive storm hits and power outages strike across an entire state. First responders are out in […]

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Six Trends Moving the Needle in Customer Care: Self-Service

Consumers are digitally savvy, well informed, and more demanding than ever. Not investing in resources that digitally transform customer care will become a competitive disadvantage. This series explores six technology trends for delivering smarter and more strategic customer care. Trend #3: Self-Service Increases Customer Engagement Interactive voice response (IVR) systems in the 1990s provided a cost-efficient way […]

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Perficient Recognized for Twilio Flex Success on Earnings Call

Twilio held their Q4 2018 earnings call earlier this week. No surprise, the company finished their fiscal 2018 on a strong note. Significant revenue gains were propelled by continued growth from both Twilio’s core voice and messaging products, as well as the company’s continued focus on delivering an omni-channel customer engagement platform. Twilio Co-Founder and […]

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