{"id":45969,"date":"2021-04-21T04:58:59","date_gmt":"2021-04-21T11:58:59","guid":{"rendered":"https:\/\/www.salesforce.com\/?post_type=sf_press_release&p=45969"},"modified":"2024-09-16T15:07:31","modified_gmt":"2024-09-16T22:07:31","slug":"salesforce-service-cloud-update-news","status":"publish","type":"sf_press_release","link":"https:\/\/www.salesforce.com\/news\/press-releases\/2021\/04\/21\/salesforce-service-cloud-update-news\/","title":{"rendered":"Salesforce Reimagines Service Cloud to Transform Customer Service from Anywhere"},"content":{"rendered":"\n

Eighty-eight percent of service professionals report that the pandemic exposed technology gaps in their jobs <\/em><\/p>\n\n\n\n

New Service Cloud innovations give organizations the technology they need today to support agents working from home, in the field or in a hybrid model – all in one system<\/em><\/p>\n\n\n\n

Estee Lauder, Smile Direct Club and Sonos embraced Service Cloud 360 to meet new customer expectations <\/em><\/p>\n\n\n\n

San Francisco \u2014 April 21, 2021 \u2014<\/strong> Salesforce, [NYSE: CRM], the global leader in CRM, today introduced the next generation of Service Cloud \u2014 technology to support changing customer service expectations and provide connected, personalized service from anywhere on one digital engagement platform. <\/p>\n\n\n\n

Over the last year, service agents moved quickly to work from their kitchens and living rooms, but relied on legacy technology\u2014disparate, on-premise solutions and spreadsheets\u2014that wasn\u2019t designed to manage globally distributed workforces. At the same time, agents were reeling from a monumental surge in the volume of customer requests across all digital channels and new, in-demand experiences like appointment setting and curbside pickup. <\/p>\n\n\n\n

Today, parts of the world are beginning to re-open\u201453% of U.S. consumers plan to fly on a plane by the end of this year<\/a>, and 97% plan to shop inside a store<\/a>. Reopenings will also introduce a slew of new questions around updated policies, protocols, and safety measures. This adds a new level of challenge for agents, who will be on the frontlines, and who are already contending with increased workloads and more demanding customers. In fact, 82% of consumers expect to continue contacting customer service at pandemic-level rates yet just 36% of service professionals feel fully prepared to handle a surge in service and support cases.<\/p>\n\n\n\n

\u201cWe are on the cusp of a great reopening of society, and companies know they need to move quickly to seize the moment\u201d<\/p>Clara Shih, CEO, Salesforce Service Cloud<\/cite><\/blockquote>\n\n\n\n

\u201cWe are on the cusp of a great reopening of society<\/a>, and companies know they need to move quickly to seize the moment,\u201d said Clara Shih, CEO of Service Cloud, Salesforce. \u201cWhile customers and companies alike are eager to return to in-person experiences, digital behaviors we learned and grew accustomed to during the pandemic are here to stay.\u201d<\/p>\n\n\n\n

According to a Forrester report authored by Kate Leggett, VP Principal Analyst, Forrester, \u201cCustomer service leaders must stay abreast of three megatrends in 2021 as they weather the storm: AI-fueled digital experiences underpin great customer service, modern agent desktops empower agents to best serve customers, and customer service technology enables resilience and sustainability.1<\/em> <\/p>\n\n\n\n

Service from Anywhere with Service Cloud 360<\/h2>\n\n\n\n

For companies to thrive, they need to make every customer engagement \u2014 from online to curbside to in-person \u2014 more valuable and empower their service employees to quickly help, whether they are working from home, are in the field, or working in a hybrid model. Today\u2019s announcement includes key updates to Service Cloud Voice, Workforce Engagement, Visual Remote Assistant, and more, all applicable across industries from retail to manufacturing.<\/p>\n\n\n\n

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