Every financial institution wants transformation. Leaders talk about digital experiences that feel effortless, AI that supports every interaction, and teams that move with more confidence because they have the full picture of a customer or member in front of them. If you read the slideware, transformation can look like a sequence of milestones. Vision session.
TLDR/key takeaways: What do these new capabilities mean for your service and support teams? Let’s dive in. The quality of customer service experiences today can make or break a business. Customers have come to expect swift, personalized, and readily available support across a plethora of channels. They want to feel recognized and valued by the
How do today’s contact centers measure success? It’s more than just answering the phone, responding to a chat, or replying to emails. Success is about providing excellent customer service efficiently. To do that, customer service leadership tracks key metrics that show how well the contact center is performing. Think of these metrics as vital signs
Think of a contact center as a busy intersection of businesses and individuals looking for help and agents (ideally) providing best-in-class support. Information is constantly flowing, with agents directing traffic, ensuring every customer gets the right information to get where they need to go. Salesforce Service Cloud is a powerful platform that provides the tools
Who remembers rotary phones? Imagine trying to run a busy customer service line with those old things! Thankfully, contact centers have come a long way since then. They have evolved from simple rooms with phones to sophisticated hubs of communication, all thanks to advancements in technology. Let’s take a quick trip down memory lane to
Customer churn is one of the most costly business challenges — and often one of the hardest to solve. Adding predictive and generative AI technologies can make an immediate impact on retention numbers. And, when implemented strategically, these tools have the potential to completely transform the way customer service and support teams operate. Researchers at
With live chat, virtual assistants, email support, self-service portals, community forums, and more, great customer service looks different than it once did. Providing intuitive, accessible, and personalized support is crucial in every industry today and businesses have to adapt to keep pace with changing expectations. With Salesforce Service Intelligence, customer service teams can tap into
There is no doubt that Salesforce’s Service Cloud offers many great features. In Gartner’s famous magic quadrant analysis, Service Cloud is way up and to the right. That means by Gartner’s analysis, Service Cloud has the most complete vision along with the ability to execute that vision in the industry, and it’s not even close.
Salesforce has moved mountains in terms of advancing the customer service experience. They offer a wide variety of services that can help businesses increase productivity and provide the best service for their customers. Of course, it’s impossible to cover all the wonderful services that are available in Salesforce in one post, so for now we’ll