![]() She rejoins at a time when the experience of the past year has racheted up the demands on companies to engage more effectively with customers, and their performance now comes under scrutiny as sectors start to open up. At the same time, Service Cloud has grown from a standing start to become a $5 billion-a-year line of business. Those 12 years have confirmed her early insight that CRM would evolve to use digital technology to move from a purely transactional process to focus much more on the ongoing customer relationship. In 2011 she joined the board of Starbucks, where she continues to serve today. ![]() Previously, as a high-flying Salesforce product manager for the AppExchange, she had developed the first app that linked Facebook content into Salesforce, and published the first of two books on the use of social media in business. She took up her new role in January, returning to Salesforce after a near 12-year absence during which she co-founded and led Hearsay Social, now a leading provider of AI-assisted social media listening and content creation that targets sales teams in the financial services industry. I spoke to Shih a few days ago, ahead of today's launch. Einstein Bots will be generally available in October. Pre-built bot templates allow for rapid deployment with low-code tooling. Einstein Bots - not a new announcement, but use of this beta service has surged in the past year, with both customers and service teams looking to resolve issues faster at time of high demand.Now for the first time there's an option allowing integration of existing phone systems, planned for availability in June. Service Cloud Voice - offers phone, digital channels and CRM data in one central view, along with real-time call transcription and AI-powered guidance on recommended next steps.Visual Remote Assistant - allows technicians and agents to see what the customer sees through video support, as an alternative to site visits.The agent workspace provides further support for individual agents, integrating data along with real-time coaching and on-demand training from myTrailhead. It then suggests agent assignments based on factors such as skills, availability and shift preference. ![]() It uses AI to help predict how many requests will come into the contact center, and on what mix of channels, whether phone, email, web chat, text and social. Service Cloud Workforce Engagement - a new workforce planning product designed to enable greater agility in sourcing and deploying resources to respond to customer requests, set for general availability in June.Today's release of Service Cloud 360 highlights features that speak to these emerging trends in customer service, such as delivery of customer service from anywhere, the need to support interactions across a mix of channels, the rise of digital audio and video, and the use of AI to speed and automate service delivery. ĭigital behaviors we learned and grew accustomed to during the pandemic are here to stay. There is no going back to this offline-only world. We aren’t going to forget the convenience. It took a pandemic to make omni-channel a thing. On today's product news, Shih says the experience of the past year has accelerated the acceptance of digital channels by consumers and businesses are obliged to adapt to those changed expectations. Fronting the launch, Service Cloud has a new CEO, Clara Shih, whose appointment reinforces the message that digital engagement is now the core focus for the platform - more on that in a moment. ![]() Virtual Remote Assistant desktop (Salesforce Service Cloud)Ī new release of Salesforce Service Cloud debuts today, tuned to support new customer expectations for personalized service from anywhere, as the world reopens in the Vaccine Economy.
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