Category: Service Cloud

Gartner, Inc., recently released its 2013 Magic Quadrant for the CRM Customer Engagement Center* report naming Salesforce.com a leader, something we are very proud of and is a testament to the hard work and innovation that has gone into building our products and servicing our customers. You can download a... Read More»

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»

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»

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»

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»

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»

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»

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»

IDC - a technology analyst firm - recently held a Twitter discussion about the way companies manage innovation. As the Product Manager for Ideas here at salesforce.com, I was asked to participate -- and of course, I did, because I believe harnessing innovation in the right way is crucial for... Read More»

For the Salesforce Spring ’13 release, the Salesforce Documentation and User Assistance team has improved the Salesforce Help site to better support the way you work. The online help site gives you the information you need to be successful; view help topics for whatever Salesforce application or feature you’re working... Read More»