customer service

In today’s fast-paced world, the ability to engage with customers on their terms is paramount for businesses looking to thrive. In fact, 78% of customers will buy from the company that responds to their inquiry first. Now that’s a competitive advantage. Salesforce has introduced powerful tools for Digital Engagement, making it easier than ever for…

There are roughly 7,000 languages spoken across the globe. So if you’re a global business, you’re bound to be faced with language barriers – both internally and when engaging with customers.  Even if you’re NOT a global business, you’re sure to encounter plenty of customers who speak a language that’s different from yours. According to…

In the early days of messaging apps, consumers primarily used them to connect with family and friends. But today, consumers also rely on messaging apps to connect with brands. In fact, for a staggering 66% of adults across the globe, messaging apps are the PREFERRED way of connecting with businesses. Younger consumers are even more…

These days, the vast majority of consumers with smartphones have at least one messaging app. Increasingly, they’re using these apps to connect with brands – whenever and wherever a need arises. In fact, 66% of online adults say messaging is their preferred way of communicating with a business. That number is even higher – 72%…

These days, consumers expect outstanding experiences throughout the purchase journey. While customer experience is a cross-functional responsibility, there’s one team that plays a particularly critical role: the customer care team. Customer Care Reps: The Unsung Heroes  Your customer care representatives are brand ambassadors. They’re the folks interacting with customers day in and day out. These…

Introduction: An Omnichannel Strategy is No Longer Optional  In the past decade or so, “omnichannel” has been one of the most frequently used retail buzzwords. It’s that aspirational idea of delivering seamless, connected experiences to customers across channels. Today, most brands are on board with the idea of omnichannel. But when it comes to building…

Every company has both cost centers and profit centers. Cost centers are departments that are necessary to the business – but don’t directly contribute to its revenue growth. Profit centers, on the other hand, are teams that do directly generate revenue. All too often, customer service is seen as a cost center. Sure, a customer…

Delivering great service throughout the customer journey has always been an important way to gain a competitive edge. But lately, it’s gotten even more important, as customer expectations have never been higher.  Per Salesforce’s State of the Connected Customer, more than half of consumers say that the crises of the past couple of years have…

Think having great products is enough to guarantee success? Well, you might want to think again. According to Salesforce research, 84% of customers say the experience a company provides is just as important as its products. So if you’re looking to grow your business (aren’t all brands?), then you’ve got to make it a top…