Salesforce uses Service Cloud, too. In this session, we’ll dig deep into our own implementation of Service Cloud, walk through use cases and flows, and talk about best practices you can bring back to your team.
As the 4th Industrial revolution ushers in a new era of customer service innovation, the role of your contact center workforce needs to evolve as well. As technology changes, it’s important that managers and agents are prepared to handle cases in traditional and emerging channels like text, online chat, social media, or in combination with bots, IoT data, and other AI platforms.
Join us for an engaging, forward thinking, interactive session on the manager and agent training gap and how to prepare and maximize your customer service workforce in the age of the connected customer.
Today, customers on average use 10 channels to communicate with companies they do business with. From voice, mobile messaging, webchat, and social, no matter the channel, they have come to expect personalized and consistent service across them all. So how does a company meet their modern customer's needs, and do so efficiently? Join this session to learn how to increase productivity and improve CSAT by scaling support across all digital channels with automation.
Customer expectations are evolving dramatically across personal and business financial needs, in a world where highly engaging digital experiences have become the norm. From applying for an insurance policy to processing an account transaction, each step of the customer lifecycle must be personalized, convenient and offered on the right channels. Join us to learn the latest innovations to unify the financial services experience, the power of digitizing processes and customers who are leading the industry
AI, Omni-Channel, and Analytics are all the rage. If you’re embarking on initiatives to transform your contact center and deliver on the customer experience promise, you’ll want to separate the hype from reality. In this session, NewVoiceMedia and Cradlepoint discuss and demonstrate how omni-Channel, AI/chatbot, and analytics solutions can help you transform your contact center and drive business transformation. You’ll walk away with key insights and practical advice to succeed with your customer experience plans.
In an era of endless choices, the road to better customer loyalty isn't always clear. Over the years we've noticed that Salesforce customers are seeing 17% better customer loyalty by using Service Cloud and Commerce Cloud together to create a unified customer experience. Join this session to learn how unifying Service and Commerce empowers agents to give more proactive, personalized customer service with valuable product and customer data right at their fingertips, ultimately driving better customer loyalty for years to come.
Now that you've empowered your mobile workforce with today's tools to create amazing service experiences, see how you can stay ahead of the game. Join us to hear the exciting innovations we've got planned for one of Salesforce's fastest growing product: Field Service Lightning.
When a complete view of the customer journey is brought into the contact center, companies are turning service from a cost center into a revenue producer. T-Mobile has partnered with Tenfold to enable telesales agents to provide better customer care and drive higher conversion rates. T-Mobile agents are empowered with the right data for effective phone conversations, improved agent productivity and reduced handle times due to need to query multiple systems (including Salesforce) to locate relevant customer data. In this session, you will gain insights from lessons learned and best practices to find success in your organization.
Today's service operations expand beyond the call center with new digital channels like social, chat, live forums, and video to engage with the customer. But how can companies meet these expectations when 80% report their customer, product and order history data is siloed? Join us to learn how to unlock siloed data across your business, enable service agents to gain deeper customer understanding, and scale your business faster with the next level of digital service transformation.
Hear how customers are using connected devices and IoT for a completely connected service experience -- to save time and money and to deliver proactive service. In a world where manufacturers squeeze every ounce of efficiency out of their supply chain and manufacturing costs, regaining control of field service delivers an opportunity to expand margins and differentiate the customer experience.
Every digital transformation begins and ends with a customer. Those consumers are demanding connected experiences across digital channels, in-store, or when talking to sales or service representatives. But, building these connected experiences is hard. Learn more about why businesses are turning to Salesforce to power this transformation for their business.
Change in any customer service organization can be tricky, but when rolling out a new tool for service, we face these pivotal questions: How to do it? When to begin? What to consider? Join this conversation to hear from experts who have walked down this path.