Multichannel Customer Service News
December 21, 2016
Dufl and Kone are both on the move with their operations and are trying to create a solid customer experience by combining data from various back-office systems.
December 02, 2016
Experts held forth on the promise and pitfalls of technologies that are changing today's environment at the Gilbane conference.
October 12, 2016
Salesforce's AI helps companies stay on top of CRM where customers often want immediate customer service on mobile devices and social media, but human interaction remains critical.
September 13, 2016
Salesforce plans to integrate HeyWire's technology into Service Cloud, opening up another way for companies and customers to communicate.
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A Knowledge Sidebar in a Salesforce Console displays titles of Salesforce Knowledge articles that are related to the specified subject. The sidebar only displays for Salesforce Knowledge users after administrators set it up. Continue Reading
Field service management software enables companies to manage dispersed workers and resources. These workers can gain access to schedules, work orders and customer information via mobile devices. Continue Reading
In customer relationship management (CRM), customer life cycle is a term used to describe the progression of steps a customer goes through when considering, purchasing, using, and maintaining loyalty to a product or service. Continue Reading
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Salesforce IoT Cloud came on the scene to great fanfare, but users are still struggling with how to make meaningful use of the data. Continue Reading
SAP's Beyond CRM initiative and Salesforce's Commerce Cloud are going after customer data silos and trying to create a truly omnichannel picture. Continue Reading
The artificial intelligence platform Einstein can help organizations mine data for leads and direct targeted marketing at customers. But there are some things it can't do yet. Continue Reading
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Farmers Insurance transforms its digital platform with Salesforce Service Cloud. With enhanced self-service capabilities, Farmer's tries to target a new level of customer experience. Continue Reading
Predictive analytics aren't just for the private sector. Government agencies are tapping into analytics to gain more lead time in determining demand for services. Continue Reading
After experiencing a data outage in May, Salesforce turned to Amazon Web Services. It was a huge move, but probably a necessary one, expert Brent Leary explains. Continue Reading