CSM Magazine

SEPTEMBER 8, 2023

Hugely exciting news concerning the closer integration between Genesys and Salesforce; a move that automatically strengthens Sabio’s position as Europe’s leading Digital Experience Transformation Services partner. In line with that, we’ve been strengthening our expertise in Genesys and Salesforce technologies.

Groups 52

Groups Leadership Multi-Channel CRM 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.

Tools 109

Tools Knowledge Base Analysis Training 109

AWS Machine Learning

DECEMBER 21, 2022

One such data repository is Salesforce. Salesforce is a comprehensive CRM tool for managing support, sales, and marketing teams. We’re excited to announce that we have updated the Salesforce connector for Amazon Kendra to add even more capabilities. Knowledge Articles. Index the data in the Salesforce repository.

Groups 77

Groups Policies Consumers Connections 77

GetFeedback

JUNE 12, 2018

Salesforce Pardot centralizes marketing initiatives into cohesive customer journeys and maps response patterns into sales leads. Plus, you’ll have the knowledge to accurately segment, score and pass the leads that sales want. But marketing automation is only as powerful as the data you put into it. Introducing GetFeedback for Pardot.

Feedback 225

Feedback Net Promoter Score Marketing Social Media 225

TechSee

DECEMBER 16, 2020

Strong partnerships are a force for change – and that is best highlighted in the strengthening of the relationship between TechSee and Salesforce – both sides bringing to the table the capability to drive and support businesses with streamlined, efficient, and cost-effective operations. TechSee and Salesforce Use Cases.

Net Promoter Score 109

Net Promoter Score Contact Center Average Handle Time NPS 109

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.

How To 98

How To Course Feedback Survey 98

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.

Self Service 218

Self Service Hospitality Survey Effort Score 218

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 Groups CRM Multi-Channel 52

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?

Survey 170

Survey Self Service Effort Score Knowledge Base 170

AWS Machine Learning

APRIL 18, 2024

We are excited to announce that Slack, a Salesforce company, has collaborated with Amazon SageMaker JumpStart to power Slack AI’s initial search and summarization features and provide safeguards for Slack to use large language models (LLMs) more securely. Check out the SageMaker JumpStart model page for available models.

Multi-Channel 96

Multi-Channel Sports Strategy Data 96

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.

Groups 52

Groups Leadership Sales Technology 52

Comm100

OCTOBER 30, 2020

You’ve seen chatbot examples. Maybe you even calculated the ROI your specific company can generate by using chatbots. Now it’s time to take the next step – choose the best chatbot platform for your website and significantly improve your customers’ and agents’ experiences. It’s time to choose a partner that will help you get there.

Chatbots 147

Chatbots Technology Social Media ROI 147

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.”

Study 52

Study Consulting CRM Groups 52

Comm100

JANUARY 29, 2021

You’ve seen chatbot examples. Maybe you even calculated the ROI your specific company can generate by using chatbots. Now it’s time to take the next step – choose the best chatbot platform for your website and significantly improve your customers’ and agents’ experiences. It’s time to choose a partner that will help you get there.

Chatbots 131

Chatbots Technology Social Media ROI 131

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.

CRM 98

CRM Average Handle Time Groups Omni-Channel 98

Kayako

MAY 27, 2020

Short knowledge base (KB) articles can help quickly and thoroughly answer the questions your support team sees the most. It’s no surprise that customer expectations for service are at an all-time high. In fact, according to a recent survey, 88% of customers say the experience a company provides is as important as its products or services.

Self Service 178

Self Service Knowledge Base Customers Customer Experience 178

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.

CRM 52

CRM e-support Groups Innovation 52

Vonage

MARCH 26, 2018

We recently partnered with Bluewolf and Salesforce for a webinar on how today’s best service organizations are enabling those types of interactions, and the trends they will be focusing on in 2018. Embedding AI capabilities into Salesforce will enable businesses to better understand, support and predict customers interactions.

Omni-Channel 228

Omni-Channel Trends Customer Service Contact Center 228

Vonage

MAY 1, 2018

Salesforce wrapped up another successful World Tour New York last week, as more than 12,000 attendees came together for a day of education and inspiration designed to empower them to connect to their customers in new ways. And with Salesforce’s recent acquisition of MuleSoft , it has now become the most integrated platform.

Banking 120

Banking Contact Center Customer Relationship Management Connections 120

Comm100

SEPTEMBER 15, 2022

Knowledge base: With a knowledge base connected to omnichannel, agents can easily select and share answers to common problems to speed up support and improve the quality of responses. By connecting a CRM like Salesforce, you can extend this personalization even further, giving your agents even more knowledge and information.

Omni-Channel 130

Omni-Channel Customer Service Social Media Chatbots 130

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 .

Self Service 255

Self Service Customer Service Multi-Channel CRM 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

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?

Tools 210

Tools Self Service Customer Experience Net Promoter Score 210

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.

Survey 103

Survey Feedback Knowledge Base Omni-Channel 103

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.

Tips 170

Tips Survey Engagement Effort Score 170

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?

Software 105

Software Omni-Channel Social Media Analytics 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?

Omni-Channel 359

Omni-Channel Self Service Customer Service Virtual Agent 359

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.

Knowledge Base 109

Knowledge Base Government Travel Consulting 109

Vonage

MARCH 26, 2018

1. Salesforce is the world’s number one CRM system. To this end, Salesforce has become the world’s number one CRM system because it focuses on delivering an intuitive user experience, and is packed full of features that make a sales rep’s job easier. 2. Create a clear CRM vision statement.

Sales 120

Sales Tips CRM System 120

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.

Self Service 109

Self Service Customer Satisfaction Technology Training 109

Comm100

JANUARY 5, 2022

Your live chat solution channel should be able to integrate with popular CRM platforms such as Salesforce or Microsoft Dynamics, turning your CRM into a true knowledge hub. The top 4 factors government agencies need in live chat software . Excellent user experience . CRM integration . Custom routing .

Government 191

Government CRM eBook Software 191

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 eBook 52

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 Strategy Meeting 110

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!

Social Media 52

Social Media Self Service Roadmap Insurance 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.

Self Service 97

Self Service Multi-Channel Omni-Channel Knowledge Base 97

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.

Omni-Channel 52

Omni-Channel Customer Service Strategies Strategy Customer Service 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 CRM Report Leadership 52