Category: Service Cloud

A Simple Checklist for Creating a Customer Engagement Center

A Simple Checklist for Creating a Customer Engagement Center

Customer service has never been more important to the success or failure of a business. Where customer service used to be a cursory addition to a product or service, it has evolved into the series of customer interactions that can ultimately make or break a company. The modern customer service... Read More»

Why Role Playing Doesn't Work for Customer Service Training

Why Role Playing Doesn't Work for Customer Service Training

Here are two things you can count on when scheduling customer service training. Employees will be worried that the training includes role-playing. Managers will be worried that the training doesn’t include role-playing. Employees don’t like role-playing because it feels awkward and uncomfortable. Managers like role-playing because it provides hands-on practice.... Read More»

50 Billion Reasons to Attend the Service Cloud Keynote at Dreamforce

50 Billion Reasons to Attend the Service Cloud Keynote at Dreamforce

50 billion. That’s the number of Internet-connected devices a Cisco Internet Business Group study has predicted will exist in the world by 2020. 50 billion: that’s more than seven Internet-connected things for every single person currently on the planet. What does this mean for customer service? This represents a sea... Read More»

Interview: Why Delivering Mobile Customer Service is a Must

Interview: Why Delivering Mobile Customer Service is a Must

Mobile customer service is no longer “a nice to have,” but a “must-have” for support organizations who want to deliver superior service. This gives customers the ability initiate a service request from their smartphone, whether that means logging a case, starting a live chat, or even co-browsing with an agent.... Read More»

Price Matters, But Service Matters More

Price Matters, But Service Matters More

Myth: “Service is nice, but price wins customers–look at Wal-Mart!” Fact: Some customers may buy on price, but most customers will pay a premium for great service. My “Exhibit A” is Starbucks, which my editor calls “FourBucks”. Why would anyone ever pay four dollars for a cup of coffee?? Half... Read More»

No News is NOT Good News in Customer Service

No News is NOT Good News in Customer Service

This post is part of the Customer Service Myths Series. Customer Service Myth: We have few complaints, therefore almost everyone is happy. Fact: Few customers complain, especially to headquarters or a manager. A recent airline flight was delayed by a minor maintenance issue – we ended up arriving more than... Read More»

Why Mobile Matters for Customer Service and the Service Cloud

Why Mobile Matters for Customer Service and the Service Cloud

One of the top trends for the customer service industry in 2013 is the rise of mobile technology, according to Principal Analyst for Forrester Research, Inc., Kate Leggett. Until just recently, mobile was seen as a tool for sales, marketing, and eCommerce departments. However, mobile will become an important strategy... Read More»

10 Customer Support Myths

10 Customer Support Myths

Editor’s Note: Today we are happy to introduce you to one of the original trailblazers of the customer experience industry, John Goodman. For over 30 years, John has studied some of the top Fortune 100 companies and developed proven customer service strategies for improving their bottom line. This is the... Read More»

Test Drive the New Service Cloud Free Trial

Test Drive the New Service Cloud Free Trial

The ability to try a product before you buy it - whether a car, a glass of wine, or a mobile phone - has become part of the way we buy products. Enterprise software has not traditionally followed that approach. Software companies’ hesitation to give their audience full access to... Read More»

Vodafone Dials Up New Social Service Strategy to Become Customers' Darling

Vodafone Dials Up New Social Service Strategy to Become Customers' Darling

58% of people who have tweeted about a bad experience never received a response from the offending company. It’s an astounding statistic given the fact that customers who engage with brands online report spending 20% to 40% more on that company’s products. Based on these stats, it seems natural that... Read More»