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The phrase "age of the customer" seems to have sprung
up almost overnight, a new mantra for companies
looking to trade in their traditional ways for more
customer-centric methods. But in today's digital-first
culture, what does it mean to be customer-centric?
What is it that customers want? It's 3 things, really:
meaningful insight into their behavior, outstanding
digital technologies that allow anytime, anywhere
access across all devices, and an engaged workforce
to deliver on their needs. While providing a seamless
Customer Experience should be a cornerstone of any
modern business, making the leap from outdated legacy
technology to cloud-based customer service software
that puts customers at the center of your business's
intentions can be daunting.
Service Cloud, Salesforce's answer to intuitive, real-
time customer service, helps simplify customer-centric
Customer Experience for businesses. Customers don't
want to play the telephone game with multiple customer
service reps; they want faster, smarter communications
and optimized processes for resolving issues. Now is
the time to meet customers where they are — be it on a
smartphone, a tablet, a laptop — and make better use
of the data your business collects at every customer
touchpoint. We've moved past expecting customers
to work within the confines of an old school customer
service system and into the new age of a truly customer-
centric Customer Experience… and that begins with
smarter cloud technology.
Ultimately, the customer service secret is an important
combination of people and technology — 2 things this
diverse collection of Salesforce Service Cloud customer
success stories will further explore.
Transforming Customer Service in the Cloud
