How has customer experience evolved since the start of the pandemic. What is the role of technology in enabling businesses to adapt to the new normal?
As customers of today continue to self-isolate and prefer digital and contactless engagement channels over physical interactions, companies across sectors have to rethink their strategies of engagement in the line with the new normal.
The shifting trends to self-service models in the current scenario, nevertheless, does not completely eliminate the option of human interactions. Many customers still prefer talking to a real person like a call centre agent, especially when trying to address an issue, in turn increasing the usage of self – service chatbots, portals and communities. These tools allow customers to find answers, and resolve routine issues on their own, while allowing companies to focus their attention and resources on how to deliver better customer experiences.
At Salesforce, customer success is a core value; our customers’ success is our success. As the digital economy continues to evolve, businesses need a 360-degree view of their customers more than ever, equipping them to better manage relationships via one integrated platform. To support our customers during the pandemic, we quickly pivoted to provide solutions to support our customers such as – Salesforce Care, Work.com, Salesforce Anywhere, Tableau Data Hub and Service Cloud Voice.
How are companies adapting to the shifting trends in customer service and engagement with employees?
The pace at which customer expectations have transformed during the pandemic, is bound to have long-term implications for businesses of all sizes. Improving customer experience has been a key priority for businesses across sectors. One thing that is becoming increasingly obvious to customers around the world is that there is a need for speed in the race to digital – companies who aren’t able to pivot and adapt their business strategies to the new normal, will be left behind.
Over the last few months, we’ve seen companies like Edelweiss, WhiteHat Jr, Startupwala.com etc leverage Salesforce to reimagine their entire workforce strategy almost overnight. In the current scenario, having the right technology to support, enable and engage customers and employees alike is now more crucial than ever.
During the lockdown, L&T Realty chose to up skill their employee and empower its teams to enhance their CRM knowledge and skills on Trailhead. 39 team members trained on Trailhead, spent around 800 hours on the trailmixes and achieved more than 400,000 points in a month. The team has reported multiple benefits to upskilling on Trailhead — including the chance to network with other Trailblazers, while also enhancing their knowledge of CRM, marketing, and sales.
What does the road ahead look like for businesses and for Salesforce?
The ongoing pandemic and evolving consumer behavior have given organisations the time to rethink their business strategies, and look for new opportunities to improve the customer experiences with speed and agility as the keys to success. The new normal is calling for new business strategies. Companies that can find a way to pivot and reach customers at every touch point, will be the ones that stand to gain from the current scenario.
Salesforce has always been laser focused on customer success and helping bring companies and customers together in new ways. One key example is Work.com, a set of new technology solutions and resources to help business and community leaders around the world reopen safely, re-skill employees and respond efficiently on the heels of the COVID-19 pandemic. Our next generation of Salesforce Field Service, is yet another solution we deployed to equip teams across industries with AI-powered tools to deliver trusted, mission-critical field service. The AI Driven insights ensures that the designated jobs are completed the first time, on time, every time.
We believe technology companies have a profound responsibility to ensure that their core products, services and digital infrastructure are fully equipped to support this shift to virtual working and living, and to deal with the challenges presented by the outbreak. Our top priority remains doing our part to help mitigate the spread of COVID-19. As the pandemic physically forces people and organisations apart, technology companies have an important opportunity, and responsibility, to actually bring us closer together.