Learn customer support strategies from our customers, partners, and expert bloggers.

Be careful which screen you are sharing and other tips for building productive relationships

As we celebrate Women in Technology month, we’re pleased to share this guest post from Heather Conklin, a Director of Product Management at Salesforce.  Originally a management consultant, Heather shares her love for product management and valuable lessons about the power of relationships. I started my career as a consultant at Accenture, built many valuable… Read more »

Chicago: Salesforce World Tour is coming

Chicago, start your engines, we’re coming to you! We are blowing into Chicago on April 23rd for the Salesforce World Tour – are you ready? We’re bringing all the action, excitement, education, and big announcements to the Windy City for FREE! Register now and experience the Salesforce World Tour and all the innovation and fun you… Read more »

The wave of next gen support centers is here

Two years ago I showed you some of the best support center designs implemented by our customers. Two years is ancient history though and we’ve made a lot of changes to our default which is built on top of Bootstrap, a mobile first front-end framework so you’ll always be looking like a pro on tablet… Read more »

10 qualities of a successful SMB support agent

Hiring an excellent customer support agent is never an easy task. Finding candidates with the right skills, personality and motivation can be challenging in its own right, but this task can be a downright struggle for SMBs as they often have limited resources to dedicate to the recruiting and hiring process. To help with this,… Read more »

The ‘Game of Thrones’ and customer service parallels

If you’re like me, you LOVE the epic fantasy drama, Game of Thrones. But I’m sure you’ve never thought- hmm, what could this violent, imaginary world teach me about customer service? Well, I did since I live and breathe customer service at work and see it all around me as a result. After this week’s… Read more »

Are you using the new hot tool, data visualization?

It seems like almost everywhere we look these days we see charts, graphics, and other tools of data visualization…. election coverage, climate patterns, traffic, sports, rappers’ word counts, and Twitter posts, you name it and their data has been displayed in an image. Nowhere is this phenomenon more obvious than in business, where dashboards, real-time… Read more »

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