Salesforce Positioned as a Leader by Independent Research Firm

 Cited As A Leader In Customer Service Solutions For Enterprise Organizations

Salesforce, the global leader in CRM, announced that Salesforce Service Cloud was named a leader by Forrester Research in its report The Forrester Wave™: Customer Service Solutions for Enterprise Organizations, Q2 2017. Service Cloud enables companies to deliver a fast, personalized and intelligent customer experience.

Salesforce received the highest scores among all evaluated vendors in the strategy and market presence categories. The report states that, “Salesforce is a Leader in the evaluation with its continued momentum in making large, complex customer service deals,” additionally, the report notes Salesforce’s “strong across-the-board capabilities,” including field service capabilities, knowledge management and augmented reporting, powered by Einstein AI.

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Bill Patterson, SVP and GM, Service Cloud at Salesforce

“Today, your brand is defined by the customer service that you provide. As customer expectations continue to grow, companies need a world-class platform that spans their entire service organization—from agents in the call center to customers getting help in-app and mobile workers delivering service in the field. Service Cloud does just that—enabling companies to make service a competitive differentiator by providing them with everything they need to deliver faster, smarter and more personalized customer experiences, ” said Bill Patterson, SVP and GM, Service Cloud, Salesforce.

Service Cloud, the world’s #1 intelligent customer service platform, enables companies to transform the customer and agent experience with an AI-powered, agile platform built for the modern era. Across every channel—whether messaging, video, communities, web chat, in-app, email, phone or even communicating directly with IoT-connected products—Service Cloud helps leading brands use service as a competitive advantage by delivering personalized, connected customer service experiences. Built on the Salesforce Lightning component-based framework, companies can easily configure and setup Service Cloud for their organizations in a single day.  On average, companies that have deployed Service Cloud have seen a 31 percent faster case resolution, 28 percent increase in agent productivity, 26 percent increase in customer retention, 22 percent decrease in support costs and a 35 percent increase in customer satisfaction, according to a third-party research report sponsored by Salesforce.

Also Read:  Salesforce Introduces Service Cloud Einstein AI to Transform Customer Service Interaction

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