In the last year, the health crisis has completely changed the game boards of companies, which have had to rethink their work methodologies. Understanding the new habits of customers is essential to be able to Australia Mobile Number Database respond to demands, which is why has decided to offer attendees to the ‘ Salesforce Service Edge Summit’ webinar the keys to adapt their business to today’s society.
According to the latest Salesforce ‘ State of Service’ study , 88% of the professionals surveyed say that the pandemic revealed technological gaps.
In addition, the changes made as a result of it are here to stay, according to the report. As an example, 83% of companies have modified their policies to provide greater flexibility for customers and 78% have opted to invest in technology .
“It is time to do much more with much less because we need flexibility and technological solutions help us to change models quickly,” says Laura Abarquero , RPV Service and Field Service at Salesforce Iberia.
“By itself, technology is not enough, but with skillful methodologies, it is possible that it can Usa B2B List transform the way of doing business and the way of contacting customers to give rise to more humane companies,” says Marc Vidal. , a digital strategy and transformation consultant, who argues that technology can help us see the future with less uncertainty.
An omnichannel customer who likes AI
The role of the current customer is another challenge that companies have faced and in which Salesforce has influenced the event. The new consumer is experienced and omnichannel, interacting on multiple channels . Thus, WhatsApp and Facebook Messenger have become everyday applications for everyone.
In addition, companies are discovering how, through chatbots, it is possible to satisfy requests and inquiries faster . As highlighted by Salesforce, voice has become the preferred channel for consumers, a real possibility thanks to Artificial Intelligence (AI).
Telecare and appointment scheduling are some facets that have grown during the pandemic in this regard. In the case of , which is powered by Salesforce Einstein, it transcribes and analyzes the conversation in real time to make information available to the agent that allows them to offer each user the products they need.