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What Is Order Management — And Why Should You Care?
From a customer’s perspective, few moments in the shopping journey top the excitement of receiving an order. It all starts right after you click the Buy Button: You track your items with anticipation...
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Everything You Need to Know About AI in Customer Service
Table of contents What is AI in customer service? What are the benefits of AI in customer service? 8 examples of AI in customer service How to use AI to improve customer service 3 things to consider...
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What Does Salesforce Do?
You may recognize our CEO, our friendly characters, or our cloud logo, but you’re probably here because you want to know, what does Salesforce do? In short: We offer technology and services to help...
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What Is Net Promoter Score — and Is It Worth Tracking? Let’s Talk Pros and Cons
When a friend or colleague takes the time to tell you about a product or service, you probably listen. Word of mouth is the most common way people hear about brands. But how do you know if existing...
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Why Is a Customer Engagement Platform So Important For Service?
We’re in the midst of an AI and data revolution – and it’s changing what customers expect. Consumer technology, AI, and digital experiences have lept far forward. We’ve found that when technology...
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What Is a Serviceblazer? Here’s What Community Members Told Us
When you’re a Serviceblazer, staying ahead of the curve isn’t just an advantage — it’s an absolute necessity. You understand the pivotal role technology plays in shaping the future of customer...
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4 Ways Your Contact Center Can Get Started With Generative AI
The hottest topic in service today is generative AI, especially in the contact center. 84% of IT leaders we surveyed in a recent study say generative AI will help their organization better serve...
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What Is a Customer Satisfaction Survey? Importance, Types, and Tips
How can you find out if your customers are happy (or not) with your business? Ask them in a customer satisfaction survey. A customer satisfaction survey helps you get candid feedback from your...
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3 Ways to Take Your Self-Service Customer Service From ‘Meh’ to Marvelous —...
How much do your customers like their self-service customer service experience with your business? If they’re not impressed yet, here are three ways you can improve it. Self-service lets your...
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What Is Dispatch Management? Tips for Efficiency
Dispatch management is the process that helps your dispatchers schedule, manage, and track the resources needed for field service requests. Our research finds that 72% of consumers say they’ll remain...
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How to Provide a Great Contact Center Experience — Every Time
When it comes to customer service, the contact center experience can make or break your relationship with your customers. A contact center experience includes all touchpoints a customer encounters...
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3 Ways to Improve Your Field Service Sustainability Now
Think about the number of vehicles you have in your field service business. On average, how many customers do you service on site everyday? Then consider how much time your mobile team spends on the...
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5 Customer Service Trends You Need to Watch
As technology advances, the state of customer service changes along with it. Customers expect companies to adapt to their needs, and technologies like generative AI are playing a major role in meeting...
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What Is Data Cloud?
Data Cloud is a data platform that unifies all of your company’s data on to Salesforce’s Einstein 1 Platform, giving every team a 360-degree view of the customer to drive automation and analytics,...
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What Is Good Customer Service?
Good customer service is important — whether we’re receiving or providing it. But what is good customer service, anyway? Good customer service means meeting customer needs and expectations...
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Want More App Engagement? Try Human-Centered Design
When Fordham University relaunched its student advising app in 2022, appointment bookings doubled. The IT team credits this increase to human-centered design. “We brought users into the conversation...
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What is a Customer Portal – and Why Do You Need One?
Giving your agents the tools they need to successfully support customers is important for any business, but oftentimes customers want to handle things themselves before asking for help. In fact, our...
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4 Customer Service Metrics You Should Measure
Behind every customer experience is a set of fine-tuned metrics. Customer service metrics are the performance indicators you use to measure everything from agent efficiency to customer satisfaction....
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Call Center Burnout: 8 Signs You’re Hitting a Wall — And How To Bounce Back
Imagine this: it’s Monday morning. You’re already dreading the relentless beep of incoming calls. Your coffee doesn’t seem strong enough to tackle the neverending queue of customer queries and...
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What is Knowledge Management? The Complete Guide
Knowledge management helps to improve decision-making and problem-solving. It’s important because it makes sure your employees always have the right information to deliver better results. It’s also...
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