Category: Service Cloud

3 Tips to Maximize Sales Productivity and Increase Conversions with inContact

3 Tips to Maximize Sales Productivity and Increase Conversions with inContact

For Dan Bergstrom, Director of Demand Conversion at Workfront, the conversion numbers are important, but his people are just as important. In just over two years, Dan and his team have helped Workfront gain 49% year over year growth and increased their efficacy through targeted coaching. A customer of Salesforce... 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»

Now Live: The Spring '15 Release

Now Live: The Spring '15 Release

Spring ’15 features are now available! The Spring '15 release is the 46th major release of the Salesforce Customer Success Platform. 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... Read More»

Drive Next-Generation Customer Engagement & Experience With the 4 P's

Drive Next-Generation Customer Engagement & Experience With the 4 P's

Technology is now the greatest change agent and the driving force for companies in today’s connected and digital world. The rise and convergence of many new and emerging technologies has changed the way how customers, partners and employees communicate, engage and collaborate at work. In the age of the customer,... Read More»

3 Things You Miss When You Sell Anything Online

3 Things You Miss When You Sell Anything Online

Personal shoppers will teach you how to dress well by dragging you from shop to shop until you learn. Tailors will make the most stylish and best fitting clothes of your life if you meet them in person. And for the big decisions in life - from mortgages to life... Read More»

7 Unexpected Things I Discovered About Customer Experiences

7 Unexpected Things I Discovered About Customer Experiences

1. The definition of customer experience is: Multifaceted When I started researching customer experience (CX), I expected to find a standard definition for the term pretty easily. I figured I’d read a few blogs and immediately understand what Customer Experience is. Actually, I thought I already knew what it was,... Read More»

The Future of the Call Center

The Future of the Call Center

Let’s imagine you’ve got a problem with your cable. Say, you’ve ordered HBO to catch the new Game of Thrones season, but you can’t see the channel. Who would you contact? And how would you contact them? Your options, these days, range from your cell phone to your Twitter account.... Read More»

"How the Smart Agent Console Can Transform Your Customer Service": A New Salesforce E-Book

"How the Smart Agent Console Can Transform Your Customer Service": A New Salesforce E-Book

Customer service teams are expected to provide service that is more personalized, smarter and faster than ever before to satisfy their modern customer. The challenge is in not only meeting these expectations, but continuously exceeding them. In order to tackle the challenges, customer service teams need the best technology at... Read More»

Startups: Forget Everything Except Customers

Startups: Forget Everything Except Customers

There are many companies that exist and profit because they’re focused intensely on building better customer experiences. This isn’t an article about those companies. It’s about what comes before them: an idea, and the willingness to carry that idea through to its logical conclusion. In other words, this is an... Read More»