Category: Service

Celebrate the First Day of Spring — With the Spring '15 Release!

Celebrate the First Day of Spring — With the Spring '15 Release!

Spring ’15 is now available! With over 250 new and improved features, you can now connect with your customers anywhere, with the Customer Success Platform. Also, we are excited to announce that the Spring ’15 release has set a record for delivering features inspired by our customers and the IdeaExchange... Read More»

Small Business Spotlight: Growing a Sustainable Business Starts With Awesome Customer Service

Small Business Spotlight: Growing a Sustainable Business Starts With Awesome Customer Service

Greenvelope, a rapidly-growing electronic invitation, ticketing, and event management company, offers an eco-friendly way for people to celebrate the memorable days in their lives. We talked to Sam Franklin, CEO, about the role that customer service has played in the company’s growth. 1. Why did you make customer service a... Read More»

Txt 2 Me Plz – Evolving Customer Service for the Mobile-First World

Txt 2 Me Plz – Evolving Customer Service for the Mobile-First World

What if service and support organizations had a communications channel that could automatically reach the vast majority of consumers for private, two-way conversations and was a method that 52% of customers actually preferred over phone, email or web chats? This isn’t some futuristic vision, it already exists and you probably... Read More»

Small Business Spotlight: 8 Steps to Tackling Customer Service in the Digital Age

Small Business Spotlight: 8 Steps to Tackling Customer Service in the Digital Age

Regardless of your industry or how much experience you have, customer service will always be challenging – not impossible, but challenging. This is because you can’t possibly please everyone. In the digital age, customer service is exponentially more challenging than it’s ever been. However, by learning to utilize technology –... Read More»

Making Customer Experience (CE) Preventive and Delightful

Making Customer Experience (CE) Preventive and Delightful

In order to create a customer experience that delights your customers, there are two different strategies. One is to make the customer experience anticipatory and proactive, which I've discussed in an earlier blog post. But you can also make it preventative across the end-to-end customer lifecycle. Helping customers prevent problems... Read More»

"Why We Built a Salesforce Community: PonoMusic" — a New Salesforce E-Book

"Why We Built a Salesforce Community: PonoMusic" — a New Salesforce E-Book

Rock and roll legend Neil Young wants to transform the way you listen to music. His mission is to turn the tide on compressed music — the popularity of MP3s and streaming has made compressed music the de-facto standard for music. Why? When music is compressed, much of the nuance... Read More»

What Police Forces, Public Sector Can Learn From Private Sector Strategies

What Police Forces, Public Sector Can Learn From Private Sector Strategies

I have been working on our Service Cloud product at Salesforce for over 9 years. During that time, I have had exposure to all kinds of global customer service stories, each capturing a common thread – customer service leaders looking to close the gap between company and consumer, especially as... Read More»

5 Ways to Build Empathy With Your Customers

5 Ways to Build Empathy With Your Customers

Empathy – the ability to understand and share the feelings of others – is essential to providing better customer experiences. If you understand your customers, you’ll be well equipped to give them exactly what they need. Here are 5 specific practices that companies can use to engage with customers to... Read More»

4 Business Lessons from the Academy Awards

4 Business Lessons from the Academy Awards

This Sunday, awards season comes to a close with the creme de la creme of awards shows: the Academy Awards, a spectacle that’s as much about “Who are you wearing?” than it is about the golden statuette that winners take home at the end of the evening. It may seem... Read More»

How mophie Powers Business with the Salesforce1 Platform

How mophie Powers Business with the Salesforce1 Platform

There are more mobile device users on the planet than ever before. A good chunk of them now depend on mophie to keep their smartphone or tablet charged all day. Not only does the California-based designer and manufacturer pride itself on offering the #1 selling mobile battery case in North... Read More»