Service Outage? 5 Ways To Reduce Customer Stress (And Yours)
Service down? Here’s how you can best communicate with customers during an outage, plus hot tips from our critical incident team for when the pressure is on.
How Salesforce Resolves Over a Million Support Cases a Year
Can you efficiently scale service without sacrificing the customer experience? Absolutely, and here are three ways to do it.
3 Ways To Develop a Happier Workforce (And Happier Customers)
Here’s how to help your employees to feel more confident and knowledgeable in their roles, which helps them deliver better customer service.
How Our Support Agents Use Case Swarming With Slack To Solve Cases Fast
The traditional customer service model can be ineffective and frustrating. Here’s what happened when our agents tried case swarming for complex cases.
Workforce Engagement Drives Operational Efficiency in Contact Centers — Here’s How
It's hard to predict service case volumes, and even harder to make sure customers are connected with the right agents on the right channels at the right time. Many organizations — including Salesforce — have rethought how they run the contact center. Here's what we know.
Lessons From Moving 2,800 Support Engineers to Work From Home
Salesforce customer support spans the globe in 12 countries, supporting customers in 11 languages. In response to the coronavirus pandemic, here's how we moved service teams to work from home.
