ServiceNow is officially rolling out its customer service management offering in a move that'll expand its addressable market and put it on a collision course with established players such as Salesforce and Oracle. The bet: An IT service management twist on customer service can create a closed loop that ties initial contact and engagement to an issue being resolved. ServiceNow is launching its customer services tools to the broader market at its Knowledge 16 conference in Las Vegas. "Customer service is broken and we all know it's broken," said Dave Stephens, vice president of products at ServiceNow. "We can support customer service so the mission becomes continual service improvement, which is the main goal of ITIL."
Keith Pearce is VP of Marketing for Service Cloud at Salesforce. An industry veteran who got his start close to 20 years ago at Siemens, he's a firm believer in the transformative value of great customer service -- both to companies and to their customers. Recently, we caught up with Keith to get his thoughts on the future of service, and what that means for businesses of all shapes and sizes. Keith Pearce: I've always loved the industry and the space. Humans have an innate desire to help people, and at the end of the day that's what service is about and why I like it so much.
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Salesforce surveyed over 3,500 consumers worldwide to understand what customers need, and how companies can deliver the best customer service experience during the COVID-19 pandemic. Every two weeks, Salesforce Research is surveying the general population to discover how consumers and the workforce are navigating the COVID-19 pandemic. Click here to explore Tableau data across demographics and geographies. Below are some key takeaways from respondents from around the globe. The most important customer service qualities are expertise, empathy, and speed, according to the Salesforce June 2020 Customer Service Global Survey.