Archive for the ‘Social Media’ Category

Service Cloud & Social Studio — Why and How to Practise Social Customer Care

Saturday, July 4th, 2020

Most customer care agents have already experienced the connectedness of social media and customer service. In fact, an estimated 67% of consumers practise reaching out to brands via social media to resolve an issue.

As a result, responsiveness and presence on social channels have become some of the fundamental building blocks of excellent customer experience.

While Salesforce Service Cloud helps customer care agents respond to customer inquiries swiftly and effectively, Social Studio is Salesforce’s solution that facilitates posting, responding and listening on social media platforms. When joined, they become — Social Customer Service. 

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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…)