CSM Magazine

JUNE 27, 2023

Sabio Group and its specialist Salesforce CRM consultancy, makepositive , are to tackle the AI evolution sweeping across the customer service industry as part of their participation at the forthcoming Salesforce World Tour 2023. “AI is no longer a concept of the future.

Consulting 52

Consulting 2023 Multi-Channel Events 52

Team Support

NOVEMBER 6, 2023

In these important areas—the ones that matter most to customers—TeamSupport outperforms Salesforce Live Agent at just one-third of the price. From small startups to larger entities like Salesforce and Zendesk , companies have many options for live chat software. According to Forrester, customers are 2.4 Ability to integrate.

2023 59

2023 Touchpoint Download Insights 59

GetFeedback

FEBRUARY 10, 2020

I was asked about sending surveys and tracking the responses in Salesforce and I said that it was doable. Those responses come back into Salesforce and get funneled back to the team member who hosted their experience. Those responses come back into Salesforce and get funneled back to the team member who hosted their experience.

Hospitality 218

Hospitality Sales Feedback Customer Experience 218

GetFeedback

AUGUST 31, 2018

If you integrate GetFeedback and Salesforce , you can go a step further. If they say yes, you can automatically create a new lead or update an existing contact in Salesforce. Measure self-service content with knowledge base surveys. But how can you be sure your knowledge base is meeting customers’ needs?

Effort Score 170

Effort Score Net Promoter Score Feedback Measurement 170

Team Support

NOVEMBER 6, 2023

In these important areas—the ones that matter most to customers—TeamSupport outperforms Salesforce Live Agent at just one-third of the price. From small startups to larger entities like Salesforce and Zendesk , companies have many options for live chat software. According to Forrester, customers are 2.4 Ability to integrate.

2023 52

2023 Touchpoint Download Insights 52

CSM Magazine

FEBRUARY 7, 2024

Tina Cartwright and Nicole Regensburg join the Group with extensive experience and knowledge of the CX technology and vendor eco-system. The latest appointments complete Sabio’s global Partner Management team, coming weeks after Mel Bogin joined the Group as Global Partner Manager for Salesforce.

Leadership 52

Leadership Technology Sales Customer Journey 52

CSM Magazine

AUGUST 30, 2022

Historically, organisations have been able to link their Salesforce or CRM system with telephony through a customer screen pop. But unless brands fully integrate voice into customer journeys, it’s hard to claim that they provide a fully joined-up customer experience.

Average Handle Time 98

Average Handle Time Omnichannel Customer Journey Innovation 98

CSM Magazine

NOVEMBER 7, 2023

Salesforce, one of the world’s leading customer relationship management (CRM) platforms, offers powerful tools for businesses to manage their sales, marketing, and customer service operations. APIs : Salesforce provides REST and SOAP APIs for integrating with external systems and accessing data programmatically.

Customer Relationship Management 52

Customer Relationship Management Customer Relationships Connections Management 52

CSM Magazine

APRIL 19, 2023

makepositive, Sabio Group’s specialist Salesforce CRM consultancy, has been named Leader in three out of the six quadrants of the ISG Provider Lens Salesforce Ecosystem Partners Study for the UK. “We look forward to continuing to innovate and drive transformational outcomes for our clients through the power of Salesforce.”

2008 52

2008 Consulting 2023 Innovation 52

TechSee

MAY 5, 2020

According to the Service Council , 70% of service organizations indicate that the “knowledge loss” of a retiring workforce in the next 5 to 10 years will create a significant burden. Field service providers must therefore find creative ways to pass on siloed knowledge to the next generation of employees while minimizing training costs.

2019 109

2019 Customer Satisfaction Interaction Reference 109

CSM Magazine

MARCH 13, 2023

However, with all eyes focused on Microsoft and Google’s next moves, Salesforce has stridden forward with some exciting news of its own following the launch of Einstein GPT earlier this week. According to Salesforce, Einstein GPT brings AI capability together with the CRM to make every employee more productive and every CX better.

E-support 52

E-support Innovation Technology Connections 52

SurveyGizmo

SEPTEMBER 30, 2021

Learn how to automate the pull and push of data behind-the-scenes in your Alchemer account in these three informational courses: Introduction to Integrations Integrations: Use Cases Salesforce Integration: Building an Example . Salesforce Integration: Build an Example. Introduction to Integrations. Integrations: Use Cases.

2020 98

2020 Feedback Connections Sales 98

GetFeedback

APRIL 17, 2019

Before thinking about contacting your customer service, people will have an opportunity to look through knowledge articles on your portal. Not entirely, since to get to the point of using your agents’ skills, customers first need to contact your support. And they don’t always. Reason #1: The terror of calling customer service .

Customer Service 255

Customer Service Multi-Channel Social Media Customers 255

GetFeedback

AUGUST 16, 2018

You may learn that customers find your knowledge base tough to navigate or that specific channels create more frustration in general. You may learn that customers find your knowledge base tough to navigate or that specific channels create more frustration in general. Knowledge Base Article Helpfulness. How do you measure it?

Metrics 199

Metrics Measurement Net Promoter Score Customer Service 199

GetFeedback

OCTOBER 30, 2018

Today, we’re excited to launch GetFeedback for Salesforce Chat. In fact, a recent Salesforce Research report notes that 80% of business buyers expect companies to respond and interact with them in real time. That’s why we built GetFeedback for Salesforce Chat. Brett Frazer, head of customer Service, Sun Basket.

Demo 103

Demo Feedback Omnichannel Touchpoint 103

Team Support

DECEMBER 8, 2023

Outline the essential features you require, such as knowledge base capabilities, live chat, omnichannel support, and integrations. Integration Capabilities Efficient customer support often relies on seamless integration with other tools and platforms your team uses daily, such as Jira and Salesforce. Ready to Explore Your Best Options?

Omnichannel 105

Omnichannel Social Media Customer Satisfaction Customer Centricity 105

TechSee

OCTOBER 9, 2018

A day in the life of a Millennial. Ashley rolls over, checks her Fitbit Ionic to see the quality of REM sleep she experienced last night, and reaches for her iPhone to scan her messaging apps and social networks. She tweets about her sleep quality and messages her roommate that her share of the rent has been paid with Venmo. Sounds exhausting?

Customer Service 359

Customer Service Virtual Agent Social Media Multi-Channel 359

GetFeedback

JANUARY 24, 2019

For example, GetFeedback for Salesforce Chat allows you to seamlessly integrate surveys at the end of your live chat conversations, helping you collect real-time customer feedback. A self-service knowledge base. Did you know that 91% of customers will use a self-service knowledge base if it’s provided?

Customer Experience 210

Customer Experience Net Promoter Score Effort Score Communication 210

GetFeedback

APRIL 19, 2018

Survey Tip #3: Embed surveys into knowledge base articles. A great way to minimize support tickets is with 5-star knowledge base content. Knowledge base surveys are a great tool for measuring content effectiveness. Learn more about how knowledge base surveys can help improve your resource articles.

Engagement 170

Engagement Effort Score Measurement Article 170

TechSee

MAY 4, 2023

In theory, AI powered by machine learning can process data to identify, manage, and resolve issues without the need for an expert technician, transferring knowledge company-wide and turning field agents into expert technicians. In practice, this translates into just a few hundred new images instead of tens of thousands.

2023 109

2023 Customer Satisfaction Technology Consulting 109

Lithium

MARCH 5, 2024

The tech company created the Zoom Community to serve as an online self-service support forum; a space where global customers could ask questions, find answers, and exchange knowledge. It also includes APIs to escalate cases to Salesforce, report abuse on User profile, and APIs for Badges and adding custom fields. You Found it!

2024 52

2024 Social Media Roadmap Webinar 52

Kustomer

JANUARY 8, 2024

Zendesk ’s Most Popular Features Ticketing System Multi-Channel Support Self-Service Knowledge Base Chat, Messaging and Phone Support Analytics and Dashboards Automation, Workflows and Macros Customization and Integrations CRM 1. Trying to find specific tickets or filter them in existing views can be a pain.

Multi-Channel 97

Multi-Channel Social Media Interaction Insights 97

ShepHyken

NOVEMBER 20, 2018

Shep Hyken sat down with Tien Tzuo to talk about the subscription model and how companies like Salesforce, Uber, and Caterpiller are helping to make it the future of business. Quotes: “Once consumers taste a subscription service, they’ll start asking why can’t everything be like Uber, Netflix, or Salesforce?” – Tien Tzuo. “In

Competitive Advantage 110

Competitive Advantage Consumers Interaction Customer Service 110

West Monroe

JUNE 22, 2022

Based on our experience implementing Salesforce and delivering more than 1,200 different digital products and services, a leading strategy for service transformation should address the following six topics: What is the makeup of your existing customer base by demographics, products, and profitability? Agent Retention.

Customer Service Strategies 52

Customer Service Strategies Customer Service Financial Banking 52

CSM Magazine

FEBRUARY 22, 2022

Freshdesk has all of the features you need to provide great customer service, including live chat, email integration, knowledge base/FAQs management, issue tracking, social media integration and detailed reports. You can create an interactive help centre knowledge base by uploading articles and tutorials for self-service.

Customer Experience 52

Customer Experience Multi-Channel Social Media CEM 52

SurveySensum

NOVEMBER 15, 2023

Apple: Customer Survey Success Google: Beta Testing Excellence Facebook: Harnessing In-App Feedback Salesforce: Customer Advisory Boards Microsoft: Employee-Driven Insights Uber: Real-Time Feedback Mechanism YouTube: Like and Dislike Buttons Reddit: Upvote and Downvote System Google: Feedback Form 1. Ouch, right? Let’s Google it!

Feedback 52

Feedback Brands User Experience Customer Satisfaction 52

eGain Blogs

MARCH 7, 2023

Big CRM vendors like Salesforce and Microsoft, and upstarts like Shelf and KMS Lighthouse did not make it either. After all, what good are conversations and guidance to a destination, if the destination is erroneous knowledge or nothing? The 2023 MQ report for Conversational AI Platforms (CAIP) was just published.

Contact Center 52

Contact Center 2022 2024 2023 52

CSM Magazine

JANUARY 17, 2024

With that, I think you’ll see a lot of Proof-of-Concept projects that very quickly become real, tangible propositions which are then baked into broader CX strategies, for example within the likes of a Salesforce or Genesys-based contact centre infrastructure. However, this year we will see some real change in the industry.

2024 52

2024 Insights Exceptional Customer Service 2023 52

TechSee

JUNE 8, 2022

Watch how TechSee for Salesforce Field Service Lightning uses Computer Vision AI to automatically verify technicians’ work, provide guidance from the knowledge base and enable real-time consultation with colleagues. ?. At first glance, these two trends may look unrelated. How do you ensure warranties remain intact? Conclusion.

2022 109

2022 2021 Government Travel 109

TechSee

MARCH 7, 2023

Taksina Eammano, EVP & GM Field Service, Salesforce – Taksina is leading the conversation in applying AI and workflow to manage cost and improve field service outcomes while improving customer experience in the SFDC Field Service Customers. Her Great Grandmother was a Wyoming homesteader.

2023 207

2023 Contact Center Leadership Hospitality 207

CSM Magazine

JANUARY 16, 2024

Rodriguez’s experience from Team Vision, combined with his various roles at Sabio, provides him with in-depth knowledge of not only the Spanish CX sector, but the wider European CX landscape. ” Gabriel said: “I am honoured to take on this new role at such an exciting time for Sabio and the wider CX industry in general.

Management 52

Management Leadership Consulting Customer Journey 52

Gainsight

APRIL 4, 2023

Salesforce’s Courtney Guerci, Sr Program Manager – Technical Support Strategy & Operations, recently joined Gainsight’s Tim Van Lew for a “Titans Of Scale” webinar. Long before a platform was selected, Salesforce took steps to clearly define the problem they needed to solve for their TAMs.

Management 52

Management Leadership Customer Centricity Government 52

Kustomer

JANUARY 7, 2024

Whether it’s Slack for internal communication, Salesforce for customer management, or Zapier for automating workflows. Cost and Scalability : According to several user complaints, like this one on Reddit , a common reason businesses start looking for alternatives is due to Intercom’s pricing structure.

2024 97

2024 E Commerce E-support Social Media 97

SurveySensum

OCTOBER 17, 2023

‘Meet Sarah, a young entrepreneur with a promising business idea. She decided to seek financial assistance from an NBFC for her startup. However, Sarah soon found herself entangled in a web of frustration. The application process was lengthy and time-consuming. What is a NBFC Customer Feedback Tool? How We Evaluated the NBFC Customer Feedback Tool?

Feedback 52

Feedback Management NPS Customer Satisfaction 52

ShepHyken

SEPTEMBER 22, 2023

This week, we feature an article by Prabhjot Singh at Knowmax , a company that empowers customer experience teams to improve engagement through AI-powered knowledge management. He talks about the trends that customer service and experience professionals can expect for the remaining months of 2023.

2023 60

2023 Customer Service Customer Service Representative Customer Care 60

ChurnZero

APRIL 5, 2022

While Vantive should get the credit, most people attribute that honor to Salesforce — and rightfully so. Salesforce wasn’t first to the party, but it certainly attracted the brightest spotlight. To get CSMs to this point — and keep them there — you need to proactively provide them with the necessary knowledge and resources.

Customer Success 98

Customer Success Customers 2022 Customer Centricity 98

Bold360

APRIL 1, 2020

Knowledge is power, especially during the COVID-19 pandemic when both individuals and organizations alike are struggling with uncertainty. When knowledge is stuck in silos, available for the few and shared by the few, your company has a continuity problem. Centralize and Scale Your Knowledge Base. COVID-19’s Double Whammy.

Call Center 95

Call Center Management Social Media Contact Center 95