Whether they focus on B2B or B2C offerings, companies have long thought of case deflections as the hallmark of providing great customer experience. If an existing customer doesn’t lodge a…
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;…
When a support case is opened, nothing is more frustrating for the agent than not understanding the context of the case. Agents often struggle with too much information (and sometimes…
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…
In lauding Salesforce B2B Commerce in its Forrester Wave: B2B Commerce Suites Q2 2020 report, analysts Joe Cicman and Emily Pfeiffer highlighted how Salesforce made “huge strides in search through…
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…
So you’ve stood up your community and customers have yet to march through the streets, singing your praise. Maybe your self-service adoption is still middling, while the line between your…
AI can have a major impact on customer experience. How can AI help companies deal with the issues caused by the COVID-19 crisis? This question brings together two topics that…
Your customers prefer to self-serve. If you’re worried about making an investment in your customer self-service strategy, don’t be. Self-service is a non-negotiable in the digital age, so there’s no…
