Vinita observes that customer service has a become a huge component of sustainable product success.
“If a product is amazing but doesn't have good customer service, and it's competing against an okay product that has amazing customer service, it’s quite likely the customer will stay with the okay product,” she says.
A key element of amazing customer service is how simple and easy it is to access expert support. Delivering ease and simplicity has been a significant focus for Salesforce over the past year, which has led to enormous changes in the structure of the company’s service organization. To learn more about our Customer Success segment please checkout this spotlight.
“We’ve made tremendous changes this year,” Vinita says. “Over my past 10 years, this has been the biggest change year. We’ve modified our support team into a cloud model to make them more expert in cloud technologies. We’ve also simplified and improved our customer portal.”
Perhaps the biggest change was made to the way the support team worked internally. Instead of working in tiers, they’ve adopted a “swarming” model.
“A swarm is a pod of usually 8–10 people,” she explains. “The pod works together on issues, helping each other and working against team-level targets. Instead of escalating issues through tiers, we’ve flattened the structure. The whole team attacks a problem and it makes the investigation and resolution move faster.”