Articles

Tag: customer service

  • Combine AI and the Human Touch for Exceptional Customer Service

    Combine AI and the Human Touch for Exceptional Customer Service

    Companies face major challenges when trying to effectively scale customer service. Successfully responding to customer interactions across an expanding range of channels puts even the most customer-centric organizations to test.

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  • Salesforce Lights Up Service Cloud Functionality

    Salesforce Lights Up Service Cloud Functionality

    San Francisco-based Salesforce announced improvements to the building-block functionality of its Service Cloud with today's introduction of Service Cloud Lightning Snap-ins. These software developer kits (SDK) for mobile and web offer solutions for such features as Cases, Knowledge, Live Chat, SOS and Tap-to-Call.

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  • Create Memorable Customer Experiences with These Strategies

    Create Memorable Customer Experiences with These Strategies

    "The most disruptive thing in the market is not technology, but rather the customer," proclaimed Salesforce Global Customer Growth and Innovation Evangelist Tiffani Bova's Twitter header – and she's dead right.

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  • How SMBs Get Double Duty from Salesforce's Desk.com

    How SMBs Get Double Duty from Salesforce's Desk.com

    Salesforce's Desk.com has always been unapologetically designed with small companies' needs in mind.  The default assumption about these companies is that they run their CRM operations using some combination of email and spreadsheet. Ditto their finance ops, their procurement ops and so on.  What San Francisco-based Salesforce did when it

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  • Customer Service Becomes Predictive

    Customer Service Becomes Predictive

    People expect more from customer service these days.  And while customer service organizations are finally shifting away from reactionary to more proactive service, in highly competitive markets disrupted by customer-centric business models, proactive service is already just table stakes.

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  • How to Shush Your Customers' Twitter Complaints

    To companies' delight no doubt, Twitter has introduced two new tools that its users can use to talk to companies privately.  To companies' double delight, no doubt, Salesforce plans to support integration of these tools into its Service Cloud.

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  • If the Customer Really was King

    If the customer really was king then power would reside with those who are closest to the customer. The old model of organization and societal structures is being challenged as never before. Leaders need followers and increasingly the followers are becoming less loyal, more skeptical, less willing to follow.

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  • How the IoT Will Shake Up Sales and Marketing

    How the IoT Will Shake Up Sales and Marketing

    2016 promises change for a select set of sales and marketing professionals due to the rapid arrival of the Internet of Things.  Device proliferation is taking place at a brisk pace — according to Gartner, 6.

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  • Speed Read: Here's How Retailers Can Lose Business

    Speed Read: Here's How Retailers Can Lose Business

    Listen up, retailers: If you're not delivering personalized digital customer experience, you're going to lose customers. New research from TimeTrade, a provider of online appointment scheduling, showed service expectations are rising.

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  • Why Are You Ignoring Angry Customers?

    Why Are You Ignoring Angry Customers?

    Technology has transformed almost all aspects of business operations, but one area still needs attention in many companies: social customer service.  In today's consumer-centric world, when online reviews or social comments can bolster or sink a business, no business can afford to ignore an angry customer.

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  • Contact Centers Struggle To Do Too Much With Too Little

    Contact Centers Struggle To Do Too Much With Too Little

    Contact center executives appear to have suffered through a tough 2015, but the New Year may not bring much relief. The findings of a freshly released survey of contact center executives conducted by the Bethesda, Md.-based conference company, Consero Group, point to an industry squeezed by limited resources and

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  • I'm Dreaming of DAM Customer Service

    I'm Dreaming of DAM Customer Service

    Since its publication in 1946, Don Gardner’s “All I Want For Christmas Is My Two Front Teeth” has remained a favorite song for the holidays, evoking a sense of silliness over what might be identified as a significant loss.

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  • News You Can Use: Your Apps Are Hanging With Bad Actors

    News You Can Use: Your Apps Are Hanging With Bad Actors

    Almost 9 percent of popular apps downloaded from Google Play interact with websites that could compromise users’ security and privacy, according to a study released this month by researchers at the University of California, Riverside.

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  • What Customer Experience Excellence Looks Like

    Customer experience is 10 percent technology and 90 percent culture. During the summer I had the pleasure of hearing Matt Haughey speak at An Event Apart. Matt is a real pioneer in the web industry.

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