Ask the Experts

Ask the Experts

• How do you turn customer feedback into actionable insights?

  Actionable insights can be gleaned from brand surveys and reviews, competitor reviews and social media. However, not all insights are insightful or actionable.  Continue Reading

• How do you determine the right point for chatbot-human handoff?

  Customer experience can be adversely affected when chatbots don't transfer the call to a live agent at the right time. Here are some guidelines and best practices for initiating that handoff.  Continue Reading

• 3 ways the data scientist role benefits CX teams

  CX teams don't traditionally include the data scientist role, but adding one can help derive more value from customer data than a CX analyst or canned analytics software can.  Continue Reading

• What are 4 essential social CRM strategies?

  Social CRM continues to evolve, using additional social media channels and techniques such as social media mining, advertising and listening.  Continue Reading

• What is the role and responsibility of a chief experience officer?

  The chief experience officer is an increasingly vital member of the C-suite who ensures that an organization's customers have positive interactions with the brand.  Continue Reading

• 5 common customer support problems that affect CX

  In customer support, common customer experience issues include lengthy hold times, scaling, failure to follow up, lack of human touch and a lack of personalization.  Continue Reading

• 6 must-have roles on your customer experience team

  Customer experience is the most important differentiator between enterprise competitors today, and CX teams are essential to ensuring customer loyalty and retention.  Continue Reading

• 4 chatbot success metrics to bolster CX

  Chatbot success can be measured using a number of metrics. Each helps improve the customer experience. Read on to learn which KPIs are beneficial for improving CX.  Continue Reading

• How does the chief customer officer role benefit CX?

  The chief customer officer serves in many capacities, some of which include overseeing customer experience, sales, and service and support contacts, as well as unifying customer contact.  Continue Reading

• How are Nonprofit Cloud and Philanthropy Cloud different?

  Charitable organizations partner with Salesforce.org through two cloud services: Nonprofit Cloud and Philanthropy Cloud. Read on to discover how the two differ.  Continue Reading

• Is dialer technology relevant to CX projects?

  Live chat is still the preferred method of communication in contact centers, and the use of autodialers helps free up salespeople to speak with callers.  Continue Reading

• How do you create a chatbot and connect it to Salesforce?

  There are two ways for Salesforce users to create a chatbot -- the easy way and the hard way. Read on to discover what your options are in the creation process.  Continue Reading

• Why is the Salesforce administrator role so crucial?

  Salesforce administrators serve as analysts, trainers and advisers in their roles. Companies can employ one or more Salesforce admins, depending on how the business is organized.  Continue Reading

• Which vendors make the best CRM for small businesses?

  Choosing a CRM for small businesses can be difficult, as the most well-known CRM vendors cater to large enterprises. Others, however, create products with SMBs in mind.  Continue Reading

• What was the purpose of Salesforce's MuleSoft acquisition?

  Salesforce completed the acquisition of MuleSoft in May 2018, gaining large customers, such as Coca-Cola and Anheuser-Busch, and adding beneficial technology to its platform.  Continue Reading