Unite global support teams
"An outsourced Tier 1 rep had a difficult case so she posed the question to her Salesforce Chatter Support Skills group and was able to quickly collaborate with a Tier 2 member on my team who has a similar case."
Collaborate for customer success
"I was working with a customer on using our tools more effectively. The sales team saw my status update and was able to renew their contract early with additional licenses."
Get feedback to product development
"Front-line customer service teams tell R&D exactly what the field is saying. Our product team is now releasing features that customers want, just as they realize they want them."
Escalate cases for immediate help
"When I change a case to "critical" status, the right people see it on Salesforce Chatter and swarm to respond."
Keep track of customer support cases
"I'm in sales, but I follow my customers' support cases to make sure they're happy."