Posts Tagged ‘self service’

Must-Know Salesforce Updates What You Need to Know About Financial Services Cloud Field Service Updates in Summer ’18 that Will Change How You Work Self-Service or Bust: Why Connected Customer Portals are Vital to Customer Experience 6 Easy Ways to Personalize Your Campaign Gartner Names Salesforce a Leader in Magic Quadrant for Enterprise High-Productivity Application […]

Newsflash! Customers expect a branded, consistent service experience just about everywhere. (Shocking, right?) While this news is not particularly ground-breaking, the way certain businesses are approaching the customer service challenge is. Customer communities offer a variety of important ways to connect with your customer: you can engage with them, send offers and other helpful information, […]

Companies providing customer care often require multiple supporting IT systems to achieve the high standards they strive for. This implies usage of telephony services, contact center platforms, CRM and WFM solutions, etc. Using 5 – 10 separate solutions to handle a single client interaction may become confusing and time-consuming for agents. How many times a […]

In this blog post, we process data collected through a self-service Amazon Connect Contact flow and deliver results in an email. My previous article shows how to configure Amazon Connect and Amazon Lex to create a Self-service Contact Center experience. Assuming the first part is done, it is time to process the data using a Lambda function. As the […]

In this blog post we show you how to integrate Amazon Connect with Amazon Lex to provide a self-service call center experience. Amazon Connect is a cloud-based contact center solution, very quick to deploy, configure and simple to use. The following 80-second recording illustrates a call to an Internal Help desk, to automatically open a service ticket […]

Does a Secret Formula for Self-Service Success Exist? While customer service is not rocket science, customer self-service is definitely an art form that takes some time to truly master. It’s not as simple as waving your magic wand, and it definitely comes down to more than just implementing the right online community platform. From the […]

I recently read through a guide on the Top 15 Financial Services Trends for 2017 by my friend and colleague Eugene Sefanov. Business Process Management (BPM) platforms continue to add more capabilities for greater impact on all industry verticals allowing organizations to remain relevant in an ever changing digital economy.  The following is some insights […]

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 […]

Sam Jacobs, partner engagement manager, from our customer OpenX spoke about the self-service community that we helped them to roll out last October. They programmatically connect sellers of ad space and buyers of ad space in real-time. They are selective about who they let into their marketplace, they are ranked #1 in traffic quality, outranking […]

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 […]

I’m going to make a bold statement: Force.com Communities are a soon to be a thing of the past. With Winter ’17 bringing the final missing features to the Community Builder templates, it’s time to rethink the reasons why you said no to the Community Builder a few months back, and revisit templates. We’ve built […]

GoPro has been a long-standing customer for Perficient. Their success started with an implementation of Salesforce Service Cloud that landed them a Surfboard Award at Dreamforce last year. Since then we’ve helped them continue to explore new ways to innovate using the Salesforce platform. Growing popularity of their action cameras prompted GoPro to continue to scale the business and […]