Making it easy for support teams to escalate issues and collaborate with engineering is one of the most common requirements we hear during Service Cloud implementations. More often than not – the engineering or development teams are using JIRA to track issues and manage the product backlog. So how do you connect Service Cloud with […]
Posts Tagged ‘Service Cloud’
Healthy Competition for Payers in Healthcare
Fact: the competitive landscape for #Healthcare plans is changing dramatically as new rules, regulations and competitors enter the market. It’s not as if there has never been competition between payers (insurers) before, it’s just not been as intense and fast moving as it is today. Without question, payers must do everything possible to attract and […]
The Next Generation of Caller ID
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 […]
Best Way to Improve CSAT? Respect Your Customers!
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 […]
3 B2C Support Trends & Lessons Learned
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 […]
Making Search Work in Communities – Part 2
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 […]
Making Search Work in Communities – Part 1
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 […]
3 Ways Site.com Makes Communities Better
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 […]
3 Flows To Take Your Community to the Next Level
Looking for ways to make your Salesforce Community work better for you and your customers and/or partners? Try using Salesforce Visual Workflow to capture data from your customers in a more visually appealing way. The end result? Happier customers/partners and better quality data. Here are three great ways to improve your Salesforce Community user experience: […]
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 […]
Spring ’14 Release – 5 New Killer Service Cloud Features
Admins, Support Managers, and Agents rejoice! The Spring ’14 Release is PACKED with Service Cloud goodness so I wanted to share my picks for the most interesting/useful features. Of course, you can also read through the entire 325 pages of Release Notes if you love geeking out on new features like I do. Business Hours […]
5 Reasons Why Salesforce Live Agent Is An Enterprise Chat Contender
It’s been 2+ years since Salesforce.com 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 […]