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• customer service and support

  Customer service and support (CSS) is the part of a company's customer relationship management (CRM) department that interacts with a customer for their immediate benefit, including components such as the contact center, the help desk, and the call ... Continue Reading

• outbound call

  An outbound call is one initiated by a call center agent to a customer on behalf of a call center or client. Continue Reading

• How does Salesforce Einstein Bot differ from other AI?

  Salesforce's no-code bot authoring tool competes with Google, Amazon and Microsoft, but differentiating capabilities make it potentially more useful for the Salesforce user base. Continue Reading

• Mystery shopping software key to CX management

  Businesses use mystery shopping platforms, comment cards, brand reputation management and more to identify customer pain points and improve customer experience. Continue Reading

• How does Salesforce lead scoring benefit Sales Cloud?

  Einstein lead scoring offers a customizable workflow and strives to get better at prediction over time, and Salesforce is one of the top three vendors in the field. Continue Reading

• Definitions to Get Started

  • Call Center
  • relationship marketing
  • brand ambassador
  • customer lifecycle

  • customer acquisition cost
  • marketing-qualified lead (MQL)
  • real-time analytics
  • customer segmentation

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• Salesforce Circles of Success help SMBs get up to speed

  Circles of Success participants connect with other Salesforce users to swap challenges, tips and tricks for rolling out the platform in their businesses.Continue Reading

• chat channels

  Chat channels are technologies enabling companies to engage with customers in live conversations.Continue Reading

• 8 tips for a successful Einstein artificial intelligence rollout

  You'll fail a few times before you succeed with Einstein, Salesforce customers said at Dreamforce. Once you dial it in, though, success can follow. Here are eight ways to get there.Continue Reading

• conversational commerce (voice commerce)

  Conversational commerce is the process of interacting with a brand or buying a product or service through non-traditional channels, such as voice assistants, SMS text and online and social media chat.Continue Reading

• How does Salesforce Einstein Language NLP improve productivity?

  Salesforce NLP learns in a manner similar to that of the human brain, performing a variety of functions, such as semantic parsing, summarization and more.Continue Reading

• Customers buy more and more into voice shopping

  It's still early days for voice commerce and voice customer service channels. But companies are testing and investing in this new way to engage customers.Continue Reading

• Loyalty rewards program fuels convenience store's CX

  Since launching a loyalty rewards program last year, convenience store and gas station Yesway has driven 45.2% of loyalty members from the pump to the store.Continue Reading

• actionable intelligence

  Actionable intelligence is information that can be followed up on, with the further implication that a strategic plan should be undertaken to make positive use of the information gathered.Continue Reading

• Dreamforce 2018 conference highlights and key takeaways

  Salesforce will reveal new features, tools and platform updates at Dreamforce 2018 in San Francisco Sept. 25-28. Use this guide to stay up to date.Continue Reading

• revenue operations (RevOps)

  Revenue operations (RevOps) is the strategic integration of sales, marketing and service departments to provide a better end-to-end view to administration and management, while leaving day-to-day processes within the departments.Continue Reading