We’ve all been there — just one stop at the grocery store after work to pick up something for dinner, then, when you turn the key to start the car, and: “click.” Time for a savior.
AAA Carolinas has been dedicated to saving motorists for decades, which is great for its members. But roadside...
Read More
We’ve all heard it, Artificial Intelligence is fueling the next great business revolution. Computers are driving cars. Bots are manufacturing pretty much everything. And Siri and Alexa, have even become our personal assistants. Now, bots and automated customer service are all the buzz for contact...
Read More
Everyone has a story about terrible customer service. And that story invariably starts with a phone call, involves redundant questions and a lot of waiting on hold, and ends in deep frustration. Yet it’s exactly this first point of contact, when a customer is reaching out to you, that you have the...
Read More
The Service Cloud team recently attended Field Service USA, a leading conference for customer service and field service professionals. From workshops, to sessions and an expo hall, it was a busy week of non-stop learning and networking. Inspired by the many sessions and conversations with fellow...
Read More
It’s no secret. Poor customer service can cost your company — big time. According to Accenture, 52% of consumers have switched brands in the past year due to poor service. So it’s not hard to see that if you don’t provide good customer service, half of your existing customers are easy pickings...
Read More
Customer service has a lot of growing up to do. In the 1960's, customer service reps solved problems exclusively by phone. Since then, customer service has permeated a wide variety of channels, such as email, social media, and apps. Now the latest evolvement in customer service is messaging. ...
Read More
We’re on cloud nine with Gartner’s announcement of the leaders in the CRM Customer Engagement Center. Gartner evaluated 15 service software vendors based on 15 criteria, and thanks to you, named us a leader for the ninth year in a row.
What defines a leader? You decided.
Characteristics of a...
Read More
It started in 1967 as a novelty. AT&T’s “toll free numbers” were an easy way for businesses to connect with customers, and customers quickly got on board. 1-800 became the must-have service tool for companies. Call volumes soared, and the number of call centers exploded.
Fast forward to 2007....
Read More
Today, Salesforce is headed to Field Service USA in sunny Palm Springs, CA to share the latest in intelligent field service analytics. We’re kicking off the morning with a keynote at 9:55am PT from our very own Mark Bloom, Senior Director, Strategy & Operations for Service Cloud, as he...
Read More
