Discover how Agentforce Service Agents, powered by AI and LLMs, are transforming customer service in Salesforce.
A deep dive into the key differences. between CSAT (Customer Satisfaction) and Net Promoter Score (NPS) and which makes sense for your business needs.
Customer service professionals often find themselves viewed as a necessary expense rather than a strategic asset. But what if we told you that customer service could be transformed from a cost center into a revenue generator? Let’s explore how we can shift this perception and unlock the true potential of our team.
Texas Partner Bank uses Case Split, Email to Case Premium, File Slayer, and Simple Survey to build customer experiences that help their business thrive.
There are day-to-day administrative tasks costing your support agents time, and therefore costing you money. But simply knowing there are proverbial leaks in your lifeboat isn’t enough. What can you do to plug the leaks and start saving on service costs? Here are 3 apps built within the Salesforce ecosystem that can save your customer service team time and money.
Most support leaders tolerate inefficiencies in the case management process. But how do you know when you need to make changes?
Customer support teams face a common challenge: consistent, personalized communication that also maximizes productivity. Canned Responses streamline the support process, standardizing language while empowering support agents to customize the text as appropriate for each case.
If a customer is contacting you for help, chances are, they’re already frustrated. Making customers wait for help compounds an already disappointing customer experience. Improving customer service response time can reduce customer resentment and increase customer loyalty.
According to Salesforce’s State of Service 2022 report, 88% of consumers and business buyers alike say experience matters as much as products, so choosing the right customer survey application can have an impact on your customer retention.
File Slayer for Salesforce eliminates image attachments like Facebook, Twitter, corporate logos, and other images that are stored on cases and email messages. It gives teams easy visibility of necessary information, reduces agent confusion and eradicates errors on cases from images increasing email length.
When you're growing a business, you're bound to encounter obstacles from time to time. But if you weren't good at overcoming them, you wouldn't be where you are, right?
Customer support is not for the faint-hearted. Each day presents a fresh batch of customer cases that can include complex problems.
The Fourth Industrial Revolution is changing how we live, work, and communicate, whether you’re ready for it or not. Between trust, artificial intelligence, and the future of work, organizations must adapt to customer expectations in this quickly evolving landscape.
In recent years, the term “customer experience” has come to define a methodology for creating successful relationships with customers. To create a durable foundation for the ultimate experience, Vicasso believes the customer service model must focus on four key areas: Responsiveness, Utilization, Personalization, and Feedback.
In recent years, a new methodology has redefined how businesses utilize metrics. “Customer Success” is a metric-driven strategy for maintaining and optimizing long-term customer relationships. By anticipating a customer’s needs, Customer Success attempts to solve issues before they surface.
Making the workday better for your customer service team has never been easier than with Case Flags for Salesforce, where managers and end-users all benefit from a clear view of their workload. Product Director Howard Yermish and Product Manager Thais Pedroso walk you through the ins and outs of Case Flags in their latest Live Stream.
More and more businesses have recognized the value of delivering an exceptional experience, “customer experience” has become a clear competitive differentiator and a key metric for business success. But you can’t make relationships if you only focus on KPIs. For a support team that prioritizes the customer experience, the “metrics” are far more nuanced.
Feedback is a crucial element of the customer experience. Unfortunately, today’s customers often suffer from “survey fatigue”–when feedback solicitations become overwhelming. Worse, to combat survey fatigue, many businesses have resorted to essentially begging for feedback to improve response rates.
Today’s customer service leaders need effective solutions to alleviate business challenges. Whether your challenge is increased user activity, or it’s weakened support capacity, we can help you solve high case volumes inside Salesforce while maintaining clear communication with your colleagues.
As a response to the pandemic, businesses across the world are rolling out continuity plans while trying to effectively utilize resources and manage remote teams.
The marketing world has coined a term to define today’s demanding customers: omni shoppers. As the name implies, an omni shopper is an omnivorous customer, who uses any resource, online or offline, to make buying decisions. These shoppers, who are both socially connected and convenience-oriented, value the customer experience as much as product quality.
In today’s evolving business environment, companies are striving to be more agile and responsive to customer’s expectations. Customers who expect innovation require companies to push limitations. So how do you meet the evolving needs of your customers even as the marketplace changes?
Are your customers happy? A global crisis like the COVID-19 pandemic will continue to impact the way we work and the way we live for years to come. There’s one big question to continually ask if one of your goals is to continue to meet and exceed customer expectations: What do your customers want or need now?
Extend and enhance Service Cloud with productivity-boosting tools, purpose built for the Salesforce platform. Empower your support team with our four pillars of the customer service experience: Responsiveness, Utilization, Personalization and Feedback.
As agents face more and more anxious, demanding customers with complex cases, customer retention is a primary challenge for service teams worldwide. More than closing one case and handling the next, modern customer service must ensure all interactions highlight a brand’s empathy and personalization.
Retail Logistics launched a customer portal in 2001 to provide customers with web-based self-service access to their order's status, inventory levels, and more.
Learn the impact of scope creep, tools to keep cases focused and resolve them efficiently, and best practices for improving customer experience.
The Vicasso Product team will outline ways to use AI and automation in your Salesforce customer support processes to fire up agent productivity.
Join Sean, Principal Solution Consultant, and Sam, Demand Generation Manager, for an in-depth conversation about hidden costs in your service process.
Ten things you wish you knew about Email to Case Premium that will take less than 20 minutes to implement for your support team.
Watch a recording of the Live Stream where you’ll get a tour of Simple Survey’s new survey question types, survey builder experience, and more.
