LEADING THROUGH CHANGE

Businesses are facing
unprecedented challenges.

Here are resources to help.

June 22, 2020 By Salesforce Canada

Matt Dixon On How Canadian Businesses Can Future-Proof Their Customer Experience

There’s no short and simple answer to how businesses should lead through the changes we’ve experienced over the past few months, or what their customer experiences should now look like. It’s a topic that demands a more in-depth discussion, and there may be no better person to lead it than Matt... Read More

Customer Experience, Service Cloud

April 20, 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, Leading Through Change, Customer Service, Service Cloud, Service

October 10, 2019 By Salesforce Canada

How To Set Up Your Customer Service Dashboard

There are plenty of posters, laptop wallpapers or even fridge magnets that extol the virtues of great customer service. Maybe some of them are visible in the office where you work. They might say things like, “Customer Service Is Not A Department. It’s Everyone’s Job,” or “Customer Service Is Not... Read More

Customer Service, Service Cloud

February 22, 2016 By Salesforce Canada

7 Key Phrases Your Customer Service Vocabulary Must Contain

"Now calm down, young lady. It's not my job to handle that. To be honest with you, you're wrong." Those two sentences are chock-full of phrases that spell doom for any company that wants to excel in customer service, according the experts.... Read More

Service Cloud

January 29, 2016 By Salesforce Canada

A Better Approach To Documenting Your Customer Service Process

If call centres were the only places where you needed to document customer service issues, Canadian small and medium-sized business would have it pretty easy. After all, as the recordings often say, calls can always be recorded for quality assurance purposes.... Read More

Service Cloud

December 18, 2015 By Salesforce Canada

A Day In The Life Of Managing Customer Service From An App

When owners of small and medium-sized businesses come back to the office after a meeting or other appointment, the last thing they’re going to want to see is a pile of messages waiting on their desk about customer service issues.... Read More

Service Cloud

December 10, 2015 By Salesforce Canada

Take A Customer Service ‘Health Check’ Across These 4 Critical Areas

When customer service is at its worst, it becomes a cycle that goes a little something like this: a customer buys or pays for something, is disappointed, comes back, gets angry, and may carry a little disappointment even after problems are resolved.... Read More

Service Cloud

November 9, 2015 By Rokham Fard

Why the Offline Customer Experience is More Important in the Digital Age

Even with affordable tech-driven alternatives, only one in 10 business executives have cut down on business travel and 88 per cent believe closing the deal is best done face-to-face.... Read More

Service Cloud