Author Archive

The Changes In Customer Service Standards Due To COVID-19

Monday, August 24th, 2020

As a result of the COVID-19 pandemic, businesses across the world found themselves having to reiterate their operational models.

Customer service centres experienced a massive spike in call volume, especially across the travel industry after numerous trips were being cancelled. Other examples include financial service companies, such as lending institutions, having to shift their priorities, as many customers required additional support through these difficult times.  Countless businesses quickly embraced self-service channels, pushing customers towards chat, email or social media.

Luckily, Cloud technology helped employees deal with multiple enquiries, shift channels to free up capacity and adapt to this new situation quicker.  Based on what we’ve seen unfold so far, the question remains — how do we approach the future of customer service? Read on to find out.

 

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Dreamforce 2020 Will Become A Virtual Experience

Saturday, May 9th, 2020

Salesforce has announced that its trademark annual event, also known as Dreamforce, will be getting a new appearance in 2020—a virtual one.

The Dreamforce 2020 event is scheduled for November 9th to 12th. The same event last year attracted over 170,000 Salesforce enthusiasts.

Due to the current climate, the cloud giant will be redesigning all of its upcoming events in 2020, including; Dreamforce, Tableau Conference 2020, Tableau Conference Europe, TrailheaDX India and their World Tours. 

According to Salesforce update, every event will be reimagined in a new and virtual way.

 

Virtual is the new normal

Salesforce had already managed to carry out a virtual experience in March this year when the World Tour Sydney was delivered as a virtual event. As a result, the World Tour Sydney was viewed by over 80,000 people which was a significant increase, considering how the same event was an 11,000-person affair before.

The Dreamforce usually offers over 2700+ sessions over four days. The entire experience includes product panels, keynotes, prominent guests (last year Barack Obama was one of them) and even after-session gatherings and social events.

Reimagining such a huge event will be a new undertaking for almost every business, so it would be exciting to see how Salesforce carries the new Dreamforce through. 

 

Conclusion

In addition to announcing the news for Dreamforce 2020, Salesforce has also shared how they will be refunding all purchased passes. However, it might take a bit more time until Salesforce works out all of the details.

To follow regular updates on the event – check out Salesforce Dreamforce’s FAQ page.

How Quip strengthens collaboration while working remotely

Saturday, April 11th, 2020

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Salesforce buys Vlocity for $1.33 billion

Monday, March 2nd, 2020

Salesforce continues to acquire prominent companies in the enterprise technology arena—this time, the chosen cloud solutions provider is—Vlocity. 

The takeover will happen over the next year, and the overall cost of acquiring Vlocity for Salesforce is set to $1.33 billion.

In the CRM market, Vlocity is already well-known for building industry-specific solutions including Communications, Media & Entertainment, Energy & Utilities, Insurance, Health and Government. (more…)

Salesforce plus Social Media — 3 ways they can elevate your business

Sunday, February 2nd, 2020

Nowadays, around 3 billion people use social media.  We all enjoy using social media, often for hours during the day; to relax or inject variety into our lives.  And, since 3 billion people are fans of social media — your business should be too.

Moreover, today customers expect companies’ presence on multiple channels, and social media offers that space to meet the customer’s needs. The concept of omnichannel experience is not just for enterprises anymore. (more…)