Audit your Service Cloud for PII / PID with GearsDataMask 2.0

In our introduction to GearsDataMask, we spoke about how inadvertent PII / PID is a real problem for Service organizations. You can have processes in place for your agents to ensure that credit card numbers and social security numbers are stored in a secure way – if at all – but you can’t prevent customers Read more about Audit your Service Cloud for PII / PID with GearsDataMask 2.0[…]

Customer Service in Manufacturing: Order Management Support

Welcome to part 1 of what will be an ongoing blog series covering different aspects of how manufacturers can leverage Salesforce to provide better customer service for their customers. Customer service in manufacturing is a pretty broad subject – on top of that, manufacturing as a whole is a pretty broad industry. When an industry Read more about Customer Service in Manufacturing: Order Management Support[…]

Messaging as a Customer Service Channel with Salesforce LiveMessage – Webinar Follow-up

Today, customers are demanding more personalized, efficient experiences when it comes to brand service and support. With new channels such as social media and messaging apps used to communicate with friends and family, your customers are coming to expect similar communication channels to get in touch with your business. Don’t get me wrong, brands are Read more about Messaging as a Customer Service Channel with Salesforce LiveMessage – Webinar Follow-up[…]

Salesforce Spring 17 Features – Service Cloud & Field Service Lightning

Spring 17 will be here shortly and the release notes are officially out. As always, we’re diving in and writing about all of the terrific and interesting new features that are included in the over 450 pages of release notes. Last week we covered the Sales Cloud features. Spring 17 is a monster release for Read more about Salesforce Spring 17 Features – Service Cloud & Field Service Lightning[…]

Leveraging Salesforce LiveMessage to Add Messaging to your Service Channel Mix

What if I told you there was a new channel you could add to your Customer Service mix that potentially more than half of your customers prefer, has an incredible response rate and also is cheaper per interaction than a phone call? Messaging is that channel – and it’s one of the hottest new channels Read more about Leveraging Salesforce LiveMessage to Add Messaging to your Service Channel Mix[…]

Messaging as a Customer Service Channel with Salesforce LiveMessage – Webinar

Featuring the VP of Messaging, Salesforce Service Cloud (Former CEO of Heywire), Meredith Flynn-Ripley Messaging has quickly become one of the hottest new channels for Customer Service. With the explosion of smart phones and texting in general, your customers are looking to get answers using Messaging – a channel they are already using on a Read more about Messaging as a Customer Service Channel with Salesforce LiveMessage – Webinar[…]

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