360 PERSPECTIVES

How to Connect Silos
and Put Customers First

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

May 12, 2020 By Patrick Beyries

How to Quickly Manage More Customer Service Cases With Automation

During times of increased contact volume, no one wants to be left on hold for more than a few minutes. One way to help customer support agents assist as many customers as possible is to automate routine tasks and processes. Automation frees up agents’ time to focus completely on the customer and... Read More

Artificial Intelligence, Customer Service, Leading Through Change, Service Cloud, Service

May 01, 2020 By Amy Higgins

Service from Home: 4 Leaders on How to Support Remote Service Teams

We asked seasoned service experts how they help their teams deliver exceptional service experiences while working from places like the dining room table. All while many industries continue to experience a dramatic increase in contact call volume. Our panel of service insiders includes: ... Read More

Future of Work, Customer Service, Service Cloud, Leading Through Change, Service

Apr 13, 2020 By Nicole Sult

How Lippert Components Is Keeping RV Service Rolling and Supporting Customers From Home

Lippert Components, a Salesforce customer, wrote this article. At Lippert Components, there’s no such thing as a typical day when it comes to servicing our RV customers. Campers, manufacturers, and sales and service dealers have different needs, but all their requests are usually urgent. And... Read More

Customer Engagement, Customer Service, Service Cloud, Leading Through Change, Customer Experience, Service, Manufacturing

Apr 07, 2020 By Bill Patterson

How a Coffee Shop Continues Serving Customers From Home

Amy and Ben Wright recently temporarily shut down their five coffee shops in Wilmington, North Carolina, laying off over 120 employees, and moving their entire business online, all in one week. For the Wrights, it was a painful decision, especially because many of their employees who have... Read More

Business as a Platform for Change, Leading Through Change, Leadership, Salesforce Ohana, Small Business, Service Cloud, Community Cloud

Mar 27, 2020 By Mark Abramowitz

What You Can Do In One Hour to Enhance Your Self-Service

Customers are visiting FAQ pages more frequently, signing into customer portals regularly, and reaching out across all channels for help in navigating the uncertainty during the coronavirus pandemic. As your team works day in and day out to make your customers feel supported and cared for, your... Read More

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

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360 PERSPECTIVES

How to Connect Silos
and Put Customers First

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

How to Quickly Manage More Customer Service Cases With Automation

Service from Home: 4 Leaders on How to Support Remote Service Teams

How Lippert Components Is Keeping RV Service Rolling and Supporting Customers From Home

How a Coffee Shop Continues Serving Customers From Home

What You Can Do In One Hour to Enhance Your Self-Service

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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