The Salesforce way to delivering expert customer service with Slack.

Published by Slack

Learn how the Salesforce service team is delivering superb customer service in less time with swarming, automation, and more.

Salesforce customer service agents rely on cross-functional collaboration. Providing customers with top-notch support requires working with colleagues across several teams — IT, product, and sales — and time is always of the essence.

Companies know it’s critical to help customers quickly and without friction. Most service agents (78%) say it’s difficult to balance speed and quality support. And 88% of customers say the experience a company provides is as important as its products.

To meet and exceed customer expectations, leaders must empower their company’s entire service operation with the right tools, automation, and conversations. That’s why Salesforce has relied on Slack as its intelligent productivity platform to deliver expert customer service since 2019.

Salesforce service agents use Slack to swarm on issues with cross-functional partners. Because conversations in Slack channels and threads are infused with case and customer details from Service Cloud, everyone can easily find information, manage cases, and address service requests in the Service Cloud Console or Slack.

Slack customers report that their service teams are seeing a 36% ROI after 24 months, according to Salesforce’s recent Customer Success Metrics. This e-book will show you how service teams can use Slack to harness the full potential of automation, help agents with institutional knowledge, and foster customer loyalty and retention with premium service.

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Related Categories Customer Data, Collaboration, Product Management