Multichannel Customer Service
- April 19, 2018
While the new Field Service Lightning features will help Salesforce users connect customers to their service needs, it lacks any of that Einstein touch of other Salesforce products.
- August 31, 2017
Salesforce's Einstein Vision for Social Studio currently only works with Twitter, but other integrations are expected.
- 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.
- 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.
- June 23, 2016
Sales Cloud feature Lightning Voice can improve sales engagement, while decreasing data entry.
- May 26, 2016
Service Cloud Lightning Snap-ins and two-way video are recent enhancements designed to give customers a better experience and agents a more complete view of customers.
- April 12, 2016
Fenway Park Events sells outings at Fenway -- but without a CRM system, sales and service were working at cross-purposes.
- March 24, 2016
Desk 360 upgrades to Salesforce Desk.com, the SMB customer service application, enable comprehensive customer service, and bridge data silos between sales and service teams.
- March 15, 2016
Field Service Lightning brings new field service management capabilities to Salesforce. But what about partners that offer field service?
- February 08, 2016
Seamless, efficient customer service is the elusive goal of omnichannel. Salesforce expects to deliver it using IoT to give contact centers 'spooky intelligent' systems.
- December 01, 2014
Users of Salesforce's Desk.com can now use more than 50 partner apps and connect third-party apps directly to the customer service platform.
- April 24, 2014
Salesforce has released Salesforce 1 Service Cloud SOS in beta, a mobile customer service application with live chat.
- January 31, 2012
Salesforce.com has turned its acquisition of Assistly into a new customer service application, targeted specifically at the SMB market.