![]() “We are on the cusp of a great reopening of society, and companies know they need to move quickly to seize the moment,” said Clara Shih, CEO of Service Cloud, Salesforce. In fact, 82% of consumers expect to continue contacting customer service at pandemic-level rates yet just 36% of service professionals feel fully prepared to handle a surge in service and support cases. This adds a new level of challenge for agents, who will be on the frontlines, and who are already contending with increased workloads and more demanding customers. Reopenings will also introduce a slew of new questions around updated policies, protocols, and safety measures. consumers plan to fly on a plane by the end of this year, and 97% plan to shop inside a store. Today, parts of the world are beginning to re-open-53% of U.S. At the same time, agents were reeling from a monumental surge in the volume of customer requests across all digital channels and new, in-demand experiences like appointment setting and curbside pickup. Over the last year, service agents moved quickly to work from their kitchens and living rooms, but relied on legacy technology-disparate, on-premise solutions and spreadsheets-that wasn’t designed to manage globally distributed workforces. Salesforce, the global leader in CRM, today introduced the next generation of Service Cloud - technology to support changing customer service expectations and provide connected, personalized service from anywhere on one digital engagement platform.
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