Category: Service Cloud

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»

Clearing the Fog in Cloud Computing

Clearing the Fog in Cloud Computing

With the success of Cloud Computing as an accepted approach to solving enterprise-level business problems, many cloud computing solutions have arisen. Cloud computing solutions often seem to take different approaches to the cloud, and as a result, leave buyers confused. In this article, I'll offer an approach to help clear... Read More»

How Philly Innovates with Salesforce

How Philly Innovates with Salesforce

In our blog last week, Tim outlined the six major technology trends that are impacting relationships between citizens and the state/local governments that serve them. The rise in mobile/social popularity, frequency of apps, increasing number of connected products, growing data availability/abundance, and prevalence of customized experiences puts more emphasis on... Read More»

3 Simple Steps to Taking Advantage of Customer Support Wins

3 Simple Steps to Taking Advantage of Customer Support Wins

There are enough stories of customer support failures out there to make you want to run and hide under a rock. That’s not what this article’s about, though - and it’s not what customer service is about. Companies that really understand exceptional customer service know that it’s more about building... Read More»