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Posts Tagged ‘live agent’

Creating a One-Stop-Shop Salesforce Customer Community

Online security vulnerability is a threat every business faces. Our client, Tenable, is a creator of platform cybersecurity software and protects the connected devices and computer platforms of 24,000 organizations around the world. While serving 50% of the Fortune 500, government agencies, and other organizations across private and public sectors, their loosely branded, inflexible customer community was […]

Making Customer Service Conversational for Your Customers

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, […]

FAQ: Overview of Omni-channel Feature in Service Cloud

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 […]

Your Customers Love to Chat – Is Your Business Listening?

Chat is one of my favorite channels of support. Think about it from a customer’s perspective. What is the easiest way to get one and done support? Voice support is quick, once you get past the IVR prompt and holding queue. Social channels can be limiting based on #characters and can take time to turn […]

5 Reasons Why Salesforce Live Agent Is An Enterprise Chat Contender

It’s been 2+ years since acquired Activa to gain a foothold in the chat support channel. 2013 has seen a number of enhancements introduced into Salesforce’s Chat offering that make Live Agent a contender in the enterprise Chat support space. Here are 5 reasons why: Integrated Solution :: fully integrated chat solution with CRM […]

Top 5 of the 10 Most Important Service Cloud Enhancements to Implement in 2014

Get 2014 off to a great start with these Service Cloud Enhancements. Perficient Service Cloud experts developed this  list to help clients hone in on the features and functionality that can help boost your Customer Service performance.   #1 Console for Service Cloud If you’re in a fast-paced environment, the enhanced Console helps you locate, update, […]

5 Salesforce Live Agent Chat Enhancements You Need To Know About

If you use Salesforce Live Agent Chat, or have an interest in using it, here are a few enhancements that have come about in 2013 that you need to know about.   Multi-Lingual Support Live Agent Chat now boasts enhanced multi-lingual support with localized greeting messaging per chat button and per agent. Live Agent also […]

Salesforce Winter ’14 Release – Top 5 Service Cloud Features

The Salesforce Winter ’14 Release is coming up this month, but in case you haven’t had the time to read through all 309 pages of the release notes yet, we’ve put together our top picks for Service Cloud (see our post on Communities features as well). As usual – we had a hard time narrowing down our top […]