Understanding your customers is more critical than ever. It’s not enough to just sell a product or service, you need to know how your customers feel about it, how they experience your brand, and whether they’d recommend you to others. Traditionally, businesses have relied heavily on the Net Promoter Score (NPS) to gauge this crucial customer feedback….
So…it was about time that we updated this post, which was created when there was no fixed process yet for implementing Voicemail functionalities via Salesforce Service Cloud Voice. In the meantime, there was the Voicemail Express v2 example published – primarily a solution that got proposed from AWS side. More recently Salesforce described a more…
Companies regularly ask how they may integrate incoming calls with Salesforce. They don’t always look for a complete omnichannel approach yet. But they search for a solution to get customers connected with the right agent and ensuring that the agent has the correct information displayed. So these are talks about how starting off with such…
When you already use Salesforce in your organization, 2023 may be a good reason to move your contact center to the cloud. Migrating from an on-premises Contact Center solution to Salesforce Service Cloud Voice with Amazon Connect will bring your more flexibility & better integration, while lowering overall costs for your contact center. 1. Enhanced…
Companies face difficult crossroads as we head into 2023. Inflation hits consumers and business, companies have difficulties finding (and keeping) the right employees and technology keeps growing and evolving. Despite these difficulties, customer experience stays on top of every business’ priority list. The question being: how do you keep high standards, while ensuring that costs…
Service Cloud Voice brings Interactive Voice Recognition (IVR) functionalities to your Salesforce implementation. Integrating simple voicebot functionalities in your contact flow may automate standard repetitive tasks. Normally, these tasks take unnecessary time away of your support team. By automating these tasks, your support agents may focus on more complex, and more attractive tasks. Likewise, providing…
Net Promoter Score is a customer loyalty metric. The objective of NPS is to get a clear and easily interpretable customer satisfaction score. As it’s a standardized approach, it allows to compare results over time or between different industries. NPS often happens via survey emails, or by calling contacts after they were in touch with…
Recently, I had to update the booking of an airline ticket. Whatsapp and Facebook Messenger were presented as support channels. So, looking forward of not having to call, I chose Messenger. Little did I know that it would take 5 business days to get my question resolved… When you call a contact center, you expect…
Probably, your contact center reps get a number of repetitive questions from customers. Questions like: “What is the status of my order?“, or “I would like to change the delivery date from Monday to Tuesday“… Keeping your customers in queue for these types of standard questions will probably frustrate them. While your support agents will…
With Skills-based routing in Salesforce, you have the ability to dynamically select the best-placed support agent, to answer an incoming question. But there may be situations where you want to have one or two required skills. These skills should always be met. Next to other skills, where you may want to reduce their importance if…
No products in the cart.