Category: Service Cloud

Measuring Service Success: Attach Rates Raise Profits

Measuring Service Success: Attach Rates Raise Profits

Many of us have had the experience of buying a car from a dealer, but then going anywhere but the dealer for additional services and add-ons. Oil change? Take it to Kwik-Kar. Major repairs? Take it to your local mechanic. While dealerships do a pretty good job of selling extended... Read More»

Delight Doesn't Pay

Delight Doesn't Pay

Think about your last trip to the airport. Did you stand in a long line for your boarding pass? Or did you jump at the chance to use the self-service kiosk? As two of the co-authors of The Effortless Experience: Conquering the New Battleground for Customer Loyalty, we — Matt... Read More»

Beyond the Portal: Driving Support With Communities [WEBINAR]

Beyond the Portal: Driving Support With Communities [WEBINAR]

It’s unlikely that you need any more convincing that delivering effortless customer service time and time again is critical to the success of your business. After all, some studies have found that 91 percent of unhappy customers will not do business with you again if they can help it. But... Read More»

3 Keys to Successful Online Customer Support

3 Keys to Successful Online Customer Support

Chances are, you’ve experienced the crushing frustration of going in automated phone tree circles, trying to the find the magic combination of buttons to press to speak with a customer service representative. Or perhaps you’ve struggled with faulty apps that disconnect while you try to live chat with a representative.... Read More»

The Best of Dreamforce is Coming to New York

The Best of Dreamforce is Coming to New York

You’ve all read the recaps, heard the buzz, and seen the content online, but it doesn’t compare to attending Dreamforce in person. So, we’re bringing all the action, excitement, education, and big announcements to our friends on the East Coast, for FREE! Register for free now and come experience the... Read More»

Unleashing the Customer Voice With Service Cloud

Unleashing the Customer Voice With Service Cloud

Gone are the days companies can afford to think of customer service as a drain on resources and bottleneck to increasing sales. Now the most innovative companies have turned customer service centers into customer engagement hubs with more data and insight on customers than any marketing or sales departments. In... Read More»

Customer Story: Salesforce Rises to the Top of Angie’s List

Customer Story: Salesforce Rises to the Top of Angie’s List

Angie’s List built its success on helping millions of consumers find the best service providers in more than 700 categories. So when the company started its search for a CRM solution, they insisted on a partner with an equally sterling reputation. “The power of Angie’s List is our reputation as... Read More»

"5 Dreamforce Announcements That Will Shape Service in 2015": A New Salesforce E-Book

"5 Dreamforce Announcements That Will Shape Service in 2015": A New Salesforce E-Book

The modern customer is armed with the tools to conduct thorough research when making a purchasing decision. This empowered customer is hard to obtain and even harder to keep. As a result, customer service is the key to business success, but the expectations are incredibly high. Do you have the... Read More»

5 Ways to Grow Your Business With Customer Service [Infographic]

5 Ways to Grow Your Business With Customer Service [Infographic]

How does an SMB with limited resources, time, and money compete against the big fish? You need to engage the blowfish effect. If you haven’t heard of the blowfish effect, it’s the act of making your small business appear larger than it really is so you look like the big... Read More»

ICYMI: 5 Highlights from Today at Dreamforce

ICYMI: 5 Highlights from Today at Dreamforce

Day 3 of Dreamforce has come and gone. No doubt your head is spinning with everything you’ve learned this week about Salesforce’s new Customer Success Platform and how you are going to implement it to grow your business and build customer relationships. Companies can use this never-before-seen technology to better... Read More»