Posts Tagged ‘Service Cloud’

We’ve written a lot about Salesforce Service Cloud and service cloud trends in our blog this year. As we wind down the year and with many more service cloud implementations under our belt, we continue to see an unmistakable trend in how customer issues are resolved. The change is due to the parallel forces of […]

Ta-da! Salesforce and Twitter have announced their global alliance. This agreement enables Salesforce’s customers real time access of the (more than) 400 million public tweets generated daily and builds on a three year relationship between these social powerhouses. But what’s this got to do with your business (you may be asking)? Good question! Why is […]

In a prior blog we talked about portal adoption strategies and suggested a combination of approaches that would improve adoption, including: Simplifying portal content Targeting compelling content to specific user tiers or geographies Reinforcing your brand by matching your portal with your corporate brand

Today I have the privilege to speak on a subject near and dear to my heart: gaming. As an avid online gamer and consumer I know firsthand just how frustrating it can be to encounter an issue that disrupts your gaming experience. That’s a big part of the reason I’ve enjoyed helping clients like Activision […]

Over the years, we’ve worked with clients on a great many portal implementations. And we’ve seen a lot of different paths companies take based on their unique processes and end-user needs. But I am always surprised when companies choose to build their own portal infrastructure rather than license a portal such as the Salesforce Customer […]

Last week I was talking with one of our customers about a new project. The customer was already a big Salesforce Sales Cloud user, and now they were adopting Service Cloud. The project focused on migrating a portion of their service infrastructure from an old email response system to Salesforce…and potentially still using email as […]

With a multitude of stories about how innovative companies like Gatorade are using Radian6 to monitor customer engagement and sentiment from the “social buzz” on the web, it made me think: How do the brands and retailers that I use engage with me – or, their target consumers at large?

I wish it weren’t the case, but most banks make for an easy target when it comes to lack of customer service. Case in point: I recently visited an ATM near my house to find it covered in green paint. Green is for money… right? Well, not in this case. Obviously someone had tagged it. […]

Being a part of the Service & Support ecosystem, I have had the chance to watch the Service Cloud product grow from its infancy to a whole new level of maturity and feature offerings over the last few years.  Service Cloud has gone from playing catch up with other support platforms in the industry to […]

Q: What do you mean by implementing a customer service and support center in the cloud? Simply said, it’s a significant improvement in customer service through new age manner and ways. The world is changing and customers are demanding better service than ever before. In the past, when they had problems with a new car, […]