Customer support teams face a common challenge: consistent, personalized communication that also maximizes productivity. Canned Comments streamline the support process, standardizing language while empowering support agents to customize the text as appropriate for each case.
Spam is a major productivity problem everywhere, but in the contact center, you can’t treat it as aggressively and risk false-positives — losing a legitimate customer email would be very bad. Spam filtering at the email gateway is risky because email systems don’t have the benefit of your CRM data to cross-reference known contacts or accounts
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.
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.
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.
Imagine if anyone at your organization could simply forward an email message to your support address, and a case would be automatically created for the customer
Salesforce doesn’t flag cases by default, but it can be achieved by examining email headers with Salesforce workflow and then using a field update on Case Priority. Email headers are not captured by default, and before you enable them, consider the data storage implications.
B2W Software improved their agent experience, which in turn improved the customer experience with Service Experience Suite
Legrand, the global specialist in electrical and digital building infrastructures, wanted to improve agent productivity for customer support cases.
As the trade association that represents, leads and serves the global airline industry, the International Air Transport Association (IATA) has its hands full.
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.
The IT team at the College of Business needed a better way to manage their helpdesk.
Imprivata is the digital identity company for healthcare.
OwnBackup is the leading cloud data protection platform.