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Articles by Amanda Hatker
Automation Can Improve Your Customer Service — These 5 Questions Will Get You Started
Customers want a seamless experience — anytime, anywhere, across any channel. In fact, 82% of customers expect to solve complex problems by talking to one person, according to Salesforce’s State of the Connected Customer report. But customer service isn’t there yet. When you call a company with a problem, you’re likely to explain yourself repeatedly to more than one person. It’s frustrating, and it shows that for all our technological advancements, delivering responsive service is still a challenge.
Your Contact Center Can Earn Money for Your Company, Too
In today’s uncertain economy, companies are seeking ways to optimize spending and do more with less. That’s especially difficult for contact centers, where siloed data, disconnected systems and labor shortages already lead to long wait times. While these challenges may affect your contact center revenue, the real impact is on customer experience. Poor experiences chip away at customer loyalty, decreasing Customer Satisfaction (CSAT) and Net Promoter Scores (NPS).
How Retailers Can Improve the In-Store Digital Experience
Sep 01, 2021 4 min read The days of bleary-eyed holiday shoppers rushing from store to store may not be totally over, but they have changed fundamentally. Instead of relying on one-day-only, door-busting deals, shoppers are moving between nine different channels to discover, price-compare, and buy the perfect gift. Digital and physical channels are continuing to converge into one connected shopping experience. As a result, consumer journeys are increasingly complex.
Retail Innovation at Domino’s Starts With Technology, Not Toppings
Dec 08, 2020 4 min read In 1989, nearly thirty years after its founding, Domino’s Pizza introduced the first new product in its history, the pan pizza. In the years since, it steadily rolled out new food products that pushed it to the top of the global pizza food chain. But the real story of innovation at Domino’s has less to do with food and more to do with its relentless pursuit of technology to revolutionize ordering and delivery.
Always Learning: How Pearson Is Changing Digital Education
This blog is part five in our five-part series on Resiliency in Service in which Brian Solis, Salesforce’s Global Innovation evangelist, speaks with our customers about how they’ve transformed to adapt to change since COVID-19 hit in March, 2020. When COVID-19 sent the world into lockdown, employers and employees had to learn how to work from home, and educators and students had to learn how to teach and learn remotely, together.
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