Posts Tagged ‘Customer Service’

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 […]

“On the ninth day of Christmas my IT guy gave to me, 9 demanding customers” Last week, I found myself at the grocery store staring at the choices of cereal laid before me. Among the choices included brands that promised high fiber, more fruit, less sugar, and health benefits confirmed by nutrition professionals. While I […]

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 […]

For fast-growing companies looking to transform the customer service experience, the key is to help your customers – and your support agents – help themselves. Studies show that more than 70% of customers prefer self-service over contacting a support agent. So how can you give your customers a place to quickly find the answers they need from […]

It’s no secret that customer satisfaction scores go up when customers consistently get what they want. When they have unanswered questions about your products and services, they’re not likely to become your biggest cheerleaders. And, chances are that if your prospects find themselves with questions that can’t be answered, they’re not going to convert. We […]

Customer service is a default need for any organization that serves a wide base of customers. As customers ourselves, we expect issues to arise from time to time and will look for relevant phone numbers and emails to contact to achieve problem resolution. When deploying your own modern customer service program around your products, it’s […]

John Stossel, the host of a Fox News weekly program that highlights current consumer issues, was recently diagnosed with lung cancer. The good news is that it was caught early. It wasn’t his diagnosis that went viral, but rather the article he wrote from his hospital bed. “I have to say, the hospital’s customer service […]

A retail leader in automotive replacement parts and accessories is always looking to increase employee collaboration and speed of business. While there were technologies in place, information was spread out over four intranet sites serving different audiences as well as a SharePoint site. For employees looking to assist car and body-shop owners with the auto […]

  Heavily regulated industries, such as financial services, are often slow to adopt new technology. That’s why it’s no surprise that social media is a scary place to play for financial institutions. But, as with most things in business, if you don’t play, you can’t win. 

For those of you still managing cases in the classic Salesforce view and interested in migrating to the Service Console, or thinking about migrating to the Salesforce Service Console from another case management system altogether, I hope you find this post helpful in prepping your team for the move. Migrating a group on to a […]

For those Salesforce Service Cloud users out there who have heard, or maybe even read about this updated Service Cloud feature in the Spring ’16 Release Notes, Omni-Channel, but still have questions – this blog post is for you. I’ll answer some of the frequently asked questions we’ve heard from some of our Salesforce customers around this great […]

  Digital transformation (DT), the concept of leveraging digital technologies to engage with constituents (e.g., customers, patients, employees, or partners) is vital in today’s world. The audience you’re targeting expects communication to be easy and information to be readily available at any time. If they can’t get what they want from you, they’ll go somewhere […]