SAN FRANCISCO, Aug. 11, 2017 /PRNewswire/ -- Salesforce
(NYSE: CRM), the global leader in CRM, today announced that
Salesforce Service Cloud was named a leader by Forrester Research
in its report The Forrester Wave™: Customer Service Solutions for
Enterprise Organizations, Q2 2017. Service Cloud enables companies
to deliver a fast, personalized and intelligent customer
experience.
Salesforce received the highest scores among all evaluated
vendors in the strategy and market presence categories. The report
states that, "Salesforce is a Leader in the evaluation with its
continued momentum in making large, complex customer service
deals," additionally, the report notes Salesforce's "strong
across-the-board capabilities," including field service
capabilities, knowledge management and augmented reporting, powered
by Einstein AI.
"Today, your brand is defined by the customer service that you
provide. As customer expectations continue to grow, companies need
a world-class platform that spans their entire service
organization—from agents in the call center to customers getting
help in-app and mobile workers delivering service in the field,"
said Bill Patterson, SVP and GM,
Service Cloud, Salesforce. "Service Cloud does just that—enabling
companies to make service a competitive differentiator by providing
them with everything they need to deliver faster, smarter and more
personalized customer experiences."
Service Cloud, the world's #1 intelligent customer service
platform, enables companies to transform the customer and agent
experience with an AI-powered, agile platform built for the modern
era. Across every channel—whether messaging, video, communities,
web chat, in-app, email, phone or even communicating directly with
IoT-connected products—Service Cloud helps leading brands use
service as a competitive advantage by delivering personalized,
connected customer service experiences. Built on the Salesforce
Lightning component-based framework, companies can easily configure
and setup Service Cloud for their organizations in a single
day. On average, companies that have deployed Service Cloud
have seen a 31 percent faster case resolution, 28 percent increase
in agent productivity, 26 percent increase in customer retention,
22 percent decrease in support costs and a 35 percent increase in
customer satisfaction, according to a third-party research report
sponsored by Salesforce.1
Additional Information
- The Forrester Wave™ Customer Service Solutions For Enterprise
Organizations, Q2 2017 is available here:
https://www.salesforce.com/form/service-cloud/2017-forrester-wave-customer-service-solutions.jsp
- To learn more about Service Cloud please visit:
https://www.salesforce.com/products/service-cloud/overview/
- Discover how Service Cloud can help companies deliver
personalized service to their customers via Trailhead:
https://trailhead.salesforce.com/trail/service_cloud
Connect with Salesforce
- Like Salesforce on Facebook http://facebook.com/salesforce
- Follow @salesforce and @servicecloud on Twitter
About Salesforce
Salesforce, the global CRM leader, empowers companies to connect
with their customers in a whole new way. For more information about
Salesforce (NYSE: CRM), visit: http://www.salesforce.com.
Any unreleased services or features referenced in this or other
press releases or public statements are not currently available and
may not be delivered on time or at all. Customers who purchase
Salesforce applications should make their purchase decisions based
upon features that are currently available. Salesforce has
headquarters in San Francisco,
with offices in Europe and
Asia, and trades on the New York
Stock Exchange under the ticker symbol "CRM." For more information
please visit http://www.salesforce.com, or call
1-800-NO-SOFTWARE.
1 Source: Salesforce Customer
Relationship Survey conducted from 2014- 2016 on 10,500+ customers
randomly selected. Response sizes per question vary.
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SOURCE Salesforce