360 PERSPECTIVES

How to Connect Silos
and Put Customers First

Jul 27, 2020 By Allison Johnson Bryan

Transform Customer Relationships With the Service Trailblazer Community

At Salesforce, anyone can be a Trailblazer — customer service manager, business architect, administrator, developer, product marketer, or executive. Trailblazers are innovators, pioneers, and life-long learners who propel the future of technology and innovation. They inspire others with their... Read More

Customer Engagement, Customer Service, Service, Service Cloud, Customer Experience

Jul 21, 2020 By Mark Abramowitz

The Biggest Customer Service Trend of 2020? Phone Support

Customers demand support over the phone, and many companies are now challenged to deliver a consistent and quality experience during a pandemic. Here's how to do it well... Read More

Customer Engagement, Customer Service, Communications, Service, Service Cloud

Jul 17, 2020 By Gary Brandeleer

6 Training Must-Dos for Today’s Field Service Worker

Just hired a new class of field service workers to join your mobile workforce? One training early on won’t do it — especially when technological advancements and ever-rising customer expectations continue to push today’s field workers to do more... Read More

Future of Work, Customer Service, Service, Service Cloud

Jul 08, 2020 By Mark Abramowitz

Research Reveals New Customer Service Standards — Here’s What to Do About It

Salesforce has tracked changing customer expectations, every two weeks, by surveying 3,500 worldwide consumers during the pandemic. Here's how those insights pertain to U.S. service organizations... Read More

Customer Engagement, Customer Service, Service Cloud, Service

Jul 06, 2020 By Gary Brandeleer

Equip Your Mobile Workforce for Success in the Field

Set your mobile workers up w/ success before they head out into the field. Here are 6 tools to keep them connected, improve first-visit resolution, boost productivity, and more.... Read More

Digital Transformation, Customer Service, Customer Experience, Service, Service Cloud

Jun 23, 2020 By Jim Mitchell

It’s Game on for Service Delivery From Home for VIZIO

At VIZIO, the service mission is simple: help people. In fact, this promise is painted on every conference room wall where all agents can see it as they walk by. They know more than 70 million customers rely on them to make sure their VIZIO TVs and sound bars work.... Read More

Digital Transformation, Customer Service, Leading Through Change, Service, Service Cloud

May 28, 2020 By Samantha Philip

How to Use Chatbots to Deal With Surges in Case Volume

This article is contributed by meal delivery service Sun Basket, a San Francisco-based Salesforce customer using Service Cloud, Digital Engagement, and Einstein Bots. People are staying home and avoiding grocery stores. Frontline workers are taking on demanding schedules. As everyone does their... Read More

Artificial Intelligence, Customer Service, IT, Einstein, Service Cloud, Marketing Automation, Leading Through Change

May 15, 2020 By Raphael Reznek

How Mascoma Bank Supported 12,500 Jobs Through Economic Recovery Efforts

Mascoma Bank, a Salesforce customer, wrote this article. Small businesses are the lifeblood of our communities. They enrich the places we live and work and provide jobs for our neighbors. We depend on small businesses for a lot — and they depend on help from financial institutions to navigate times... Read More

Customer Engagement, Community Cloud, Financial Services Cloud, Service Cloud, Financial Services, Leading Through Change, Customer Story, Customer Service

May 13, 2020 By Sindhu Pandit, M.D.

How Healthcare Embraces Digital Transformation in Face of Pandemic

Virtual care, data analytics, digital engagement — these terms are by no means new to healthcare. In fact, at the onset of 2020, they were likely initiatives of most healthcare organizations’ digital strategies, albeit in some cases as “nice to have.” But the outbreak of the coronavirus pandemic... Read More

Digital Transformation, CEO, Service Cloud, Healthcare & Life Sciences, Leading Through Change, Health Insurance Carriers, Health Plans, Providers

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360 PERSPECTIVES

How to Connect Silos
and Put Customers First

Transform Customer Relationships With the Service Trailblazer Community

The Biggest Customer Service Trend of 2020? Phone Support

6 Training Must-Dos for Today’s Field Service Worker

Research Reveals New Customer Service Standards — Here’s What to Do About It

Equip Your Mobile Workforce for Success in the Field

It’s Game on for Service Delivery From Home for VIZIO

How to Use Chatbots to Deal With Surges in Case Volume

How Mascoma Bank Supported 12,500 Jobs Through Economic Recovery Efforts

How Healthcare Embraces Digital Transformation in Face of Pandemic

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360 PERSPECTIVES

How to Connect Silos and Put Customers First

Most Popular Stories

CTO Perspective: Take Your Development Team From Product- to Customer Centric

How to Create a Customer-Centric Experience

New Rules of Customer Engagement: Key Trends from Global Research

Americas

Europe, Middle East, and Africa

Asia Pacific

How to Connect Silos
and Put Customers First