Marketing Cloud, Trailhead...
Earlier today, Salesforce executives Ebony Beckwith and Neeracha Taychakhoonavudh took to the stage at LA’s SoFi Stadium to share how Salesforce is transforming Service Cloud 360 for a world preparing to reopen after a year that has changed business, and in particular customer service, irrevocably.
The coronavirus pandemic moved the vast majority of interactions between companies and customers online, and shifted the call centers from an office block to an agent’s living room. Customers have grown accustomed to digital conveniences and behaviors, and those expectations won’t be going away. Equally, reopening will introduce a slew of new questions – around updated policies, protocols and safety measures. All will add a new level of challenge for service agents.
As companies and service departments prepare for this great reopening, Beckwith and Taychackhoonadudh shared a vision of personalized service experiences for every individual customer, made possible by Salesforce technology, including:
- Service Cloud Voice bringing together phone, digital channels and CRM data in one central view for service agents
- Service Cloud Workforce Engagement, a new workforce planning product that uses AI to help service leaders predict how many requests will come into the contact center, and on which channels
- Pre-Built Einstein Bots, intelligent chatbots that simulate human conversation and can quickly resolve common customer issues
- Visual Remote Assistant, which allows technicians and agents to see what the customer sees through video support, so they can resolve complex issues from anywhere
Key quotes from the full Salesforce Success Anywhere World Tour LA event are collected below:
New Service Cloud innovations to transform Customer Service from anywhere
- “In times of change, you need a platform that grows with you. And what we’ve seen over the last year is that service has become one of the biggest opportunities for growth…so today we’re announcing the world premiere of the next generation of Service Cloud. The Service Cloud you know and love, but with relevant features and innovation to help us deliver service from anywhere, right now.” – Neeracha Taychakhoonavudh, EVP, Global Customer Success & Strategy, Salesforce
“In times of change, you need a platform that grows with you. And what we’ve seen over the last year is that service has become one of the biggest opportunities for growth”Neeracha Taychakhoonavudh, EVP, Global Customer Success & Strategy, Salesforce
To learn more about the next generation of Service Cloud, read the press release here.
Taking action on equality and racial justice
- “This past year, we’ve been focused on racial equality and justice, supporting the black community against racism, violence and hate. Over the past few weeks this has been especially top of mind, culminating in yesterday’s verdict. This was a defining moment, offering accountability for George Floyd’s family…We know this work continues on, and we’ve committed to a lot of bold actions across our four pillars of people, purchasing, policy and philanthropy.” – Ebony Beckwith, EVP and Chief Philanthropy Officer, Salesforce
- “Building on the $30m we’ve already donated to organizations focused on racial equality, today we’re announcing $1.5m in donations to Camelback Ventures and Echoing Green, organizations who are focused on promoting social entrepreneurs and breaking down barriers for them. We’re also launching a new $2m initiative called the Catalyst Fund. That’s where we’re going to invest in organizations that get overlooked by traditional philanthropy.” – Ebony Beckwith, EVP and Chief Philanthropy Officer, Salesforce
Customer 360: A command center to transform your business
- “To be successful in this new world, we [must] focus our time and attention on five pillars – working from anywhere, investing in digital transformation and trust, adopting new business models, and thinking about the needs of all stakeholders. That’s why we have the Customer 360.” – Ebony Beckwith, EVP and Chief Philanthropy Officer, Salesforce
“[The Customer 360] is how leaders everywhere are transforming their business and taking on this new Cloud 3.0 era with confidence”Ebony Beckwith, Chief Philanthropy Officer, Salesforce
- “The Customer 360 is our command center. It’s how leaders everywhere are transforming their business and taking on this new Cloud 3.0 era with confidence” – Ebony Beckwith, EVP and Chief Philanthropy Officer, Salesforce
* Please note that Salesforce and Slack remain independent companies until the transaction closes, anticipated in the fiscal quarter ending July 31, 2021.
Sonos Transforms Its Commerce and Service Experience with Salesforce
- “[The pandemic meant that] overnight we lost 90% of our distribution last year, that was a harrowing moment. Thankfully, we’ve been working with Salesforce for a while, so we deployed marketing cloud to launch a program called “At Home with Sonos” to reach our customers; we used commerce cloud to quickly pivot our business to direct to consumer – and we even had 300% growth in that first quarter in direct to consumer. Commerce Cloud powered that, it stayed up, and it was reliable…Salesforce played a huge role in helping us pivot our business overnight.” – Patrick Spence, CEO, Sonos
“Salesforce played a huge role in helping us pivot our business overnight.”Patrick Spence, CEO, Sonos
- “We used Service Cloud to continue to deliver that high level of service from all our agents working from home; with a spike in service calls…we employed chat bots for the first time to help address that spike; and we used Einstein AI to help our agents address all the calls that were coming in, and reduced service call times by about 10%. ” – Patrick Spence, CEO, Sonos
To learn more about how Sonos is working with Salesforce to transform its commerce and service experience, read the press release.
To see more from the Salesforce Success Anywhere World Tour LA, watch a full recording of the event here.
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