How can you turn your Salesforce Community into a case deflection engine? Let’s back up a little. Thanks to the global pandemic, consumers increasingly expect a top-notch virtual customer experience;…
Are all support ticket processes created equal? Sadly, no — looking through social media posts is a fast enough way to see that getting help is a complicated matter. Customers…
A good customer support experience requires a delicate balance of providing great service while reducing agents’ workloads. On one hand, a huge number of support tickets are overwhelming workers, resulting…
Personalization is one of the biggest marketing trends and is becoming the norm in the industry. Customers are becoming more and more impatient when dealing with online experiences. Not only…
What differentiates traditional search from an intelligent, responsive search experience? That very question was core to the evaluations of vendors in The Forrester Wave™: Cognitive Search and Knowledge Discovery Solutions,…
Let’s face it, information is everywhere. Analyst firm IDC reports that 61% of knowledge workers need to use 4 or more systems daily and 13% need to use 11 or…
Now that the dust has settled from a very busy week at Dreamforce, I want to share some key takeaways for customer service and support leaders. During Dreamforce, I had the pleasure of…
Research from Bain & Co. has proven that customers are 4 times more likely to leave and turn to your competition if they don’t get the customer service they expect.…
Next week, 1,000 technology industry service & support leaders will gather at the TSW Best Practices conference in Silicon Valley to share ideas and explore the key role that service…
Customers have become increasingly motivated to find answers on their own via online self-service or a customer portal, yet are often unsuccessful finding the help they need. What’s the problem?…
