Category: Customer Service

Customer Service, CRM, Customer Experience—What's the Difference?

Customer Service, CRM, Customer Experience—What's the Difference?

Customer service, strategic customer service, CRM, and customer experience: these terms are often used interchangeably. In fact, they imply very different concepts and roles within your company. As you move down the list of terms, an executive creates greater opportunities to take the lead in customer engagement while enhancing their... Read More»

The Need for Speed: Meeting the Mobile Challenge

The Need for Speed: Meeting the Mobile Challenge

Can you imagine a scenario where you ask Apple’s Siri a question, and she says, “Can I get back to you in five minutes?” Wouldn’t that be irritating and not at all helpful? Besides, what would she do for five minutes? Information and information requests have a shelf life. The... Read More»

Create Your Own Social Customer Service Playbook

Create Your Own Social Customer Service Playbook

Many brands consciously set goals for social media engagement, both for community purposes as well as formalized social customer service. Goals, communicated across your organization, are key for understanding what you want to achieve. Yet at the operational level, thinking through and documenting rules of engagement in a concise playbook... Read More»

6 Surprising Lessons Recruiters Have Taught Me About Customer Service

6 Surprising Lessons Recruiters Have Taught Me About Customer Service

On the surface, recruiters and customer service professionals don’t seem to have much in common. Recruiters are professional matchmakers: connecting companies and candidates to make successful hires. Customer service pros help out people who have problems with their company’s product or service. They sound nothing alike, right? Surprisingly, recruiters and... Read More»

IdeaExchange Update: Customer Ideas in the Summer '14 Release

IdeaExchange Update: Customer Ideas in the Summer '14 Release

Salesforce customers, get psyched! The Summer '14 release contains a powerhouse of customer Ideas submitted to our IdeaExchange —the place where customers like you can go to share and vote for Ideas to improve the product. In total, we touched 49 customer Ideas and nearly 200,000 Idea points (in some... Read More»

What Consumer-Driven Health Care Means for Your Business [Infographic]

What Consumer-Driven Health Care Means for Your Business [Infographic]

It's not all politics and lagging government websites: the Affordable Care Act, signed into law back in 2010, is beginning to have serious implications for businesses large and small. One of the law's key effects is a sea change in customer expectations when it comes to health care. Once focused... Read More»

3 Steps for Turning Your FAQs Into Valuable Knowledge Base Articles

3 Steps for Turning Your FAQs Into Valuable Knowledge Base Articles

Online and mobile applications are more popular than ever, and a plethora of useful tools are now available to small businesses and do-it-yourselfers. If you have a specific problem, a simple Google search will usually put you on the right track to find a solution. Once you actually find the... Read More»

How One CEO Handled a Customer Complaint, and What Others Can Learn From It

How One CEO Handled a Customer Complaint, and What Others Can Learn From It

In the age of the empowered customer, the cost of an unhappy customer can be astronomical. All it takes is one tweet, one YouTube video, or one reddit thread to spark a social-media PR nightmare. That’s why engaging with your customers has never been more critical. This is something that... Read More»

Why the Best Customer Service is Invisible

Why the Best Customer Service is Invisible

You’ve heard it time and time again—customer service is a very hands-on part of a business, and if you rely too much on technology, you’re driving away customers. This can certainly be true at times, but not all the time. In fact, the best customer service is invisible and readily... Read More»

6 Key Ways Customer Service Impacts Your Profits

6 Key Ways Customer Service Impacts Your Profits

Monty Python’s Dead Parrot sketch is a master class in complaining. We can all identify with customer John Cleese, as he becomes more and more frustrated with the appalling customer service being dealt out by Michael Palin. We’ve probably all been in a similar situation at some point. It’s easy... Read More»