Customer Service
Salesforce Service Cloud Lightning and Field Service Lightning to deliver faster, smarter and more personalized service for Kone’s customers worldwide The leading elevator and escalator company expands its use of Salesforce, to bring together cutting-edge technology and field service teams, providing a richer customer service experience. Kone plans to send data from its IoT connected … Read more
Salesforce.com’s mission to support startups and small-to-medium business (SMBs) has been taken a step further with its announcement of Desk.com Business Plus yesterday. With Business plus, new capabilities are added to specifically boost customer retention, improve response times of customer issue resolution and most importantly, enhance agent productivity. Desk.com is the all-in-one customer support app … Read more
Salesforce.com launched Sales Cloud1 and Service Cloud1, its re-invented Sales and Service apps, yesterday. Sales reps and service agents now can access a wide range of CRM tools vial their mobile devices, to realize smarter sales and transformative customer service. Last November, Salesforce.com introduced Salesforce1 ~ a major stepping stone in making its CRM tools mobile. Salesforce1 … Read more
The Information Technology Infrastructure Library (ITIL), is a set of practices for IT service management (ITSM) that focuses on aligning IT services with the needs of business. ITIL consists in a series of five core publications, each of which covers an ITSM lifecycle stage. ITIL allows the organization to establish a baseline from which it … Read more
Here is a great infographic on the history of ITIL, ITIL certified professionals, and the average salary of an ITIL Certified Professional.
Survey of Nearly 200 IT Professionals Finds Proliferation of Mobile Devices in the Workplace Continues to Create Management and Security Problems The role of IT managers has changed drastically in a short period of time – revolutionized by smart mobile devices and increased remote connection tools. While end users in the workforce are rapidly making … Read more
Zuora Global Support Portal helps company streamline customer support, boosting response rate and delivering better visibility into customer issues REDWOOD CITY, Calif. and SAN FRANCISCO — Zuora, the subscription billing and commerce leader, and Zendesk, the proven cloud-based help desk software provider, today announced the launch of the Zuora Global Support Portal. The web-based support … Read more
Evaluation Based on Completeness of Vision and Ability to Execute; Vertical Solutions Also Listed in “Magic Quadrant for CRM Customer Service Contact Centers” Cincinnati, OH — Vertical Solutions, Inc. (VSI) ( http://www.vertsol.com ), a developer of CRM and service management solutions, announces it has been positioned by Gartner, Inc. in the Niche Players quadrant of … Read more
In the last Dreamforce 2011 conference, a lot of emphasis was placed on the social profile within their Service cloud. That is, having that user’s relevant Facebook and Twitter stream on the agent’s window. Along with Data.com and Dun and Bradstreet, you can have accurate data from that user. As well, Salesforce also recommends the … Read more
I am starting to see a trend for companies using Radian6 and other social enterprise monitoring products. Companies are responding to people’s complaints or queries directly through social media. Wake up everyone, it’s not the just the 1-800 Call Center anymore. With social enterprise monitoring products, companies look for keywords such as their own company, … Read more