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CRM Insights for Growth: Steps to Transforming the Customer Experience

Learn how technology can help your small business transform your customer support experience.

Welcome to the future of customer experiences. Here, customer support is the key to earning customer loyalty and to unlocking business growth. In fact, customer relationships are one area in which small businesses often have the upper hand over larger competitors.

In our new video series, CRM Insights for Growth: 3 Steps to Transforming the Customer Support Experience, you’ll quickly learn how you can turn support from a cost center into an opportunity to deliver value-added experiences. Stream all six episodes below.

Meet the hosts.

Brian Solis
Global Innovation Evangelist at Salesforce

Kaila Fleisig
Senior Solution Engineer at Salesforce

Episode 1: 3 Steps to Transforming the Customer Support Experience

When it comes to the customer journey, too many businesses make support transactional when it could be experiential. Instead of thinking of it as something your business has to do, what if we approach customer support as a chance to build customer loyalty, and even deliver some wow factor, too?

In this video, Salesforce global innovation evangelist Brian Solis sets the stage for a three-step method to transform the support experience and create real, meaningful engagement with your customers.

Episode 2: Step 1 — Align Your Business Around the New Digital-First Customer

Today’s customers are digital-first, which means it's time to align your small business around them. Learn how creating a culture where information flows through your business can help you build stronger relationships at every touchpoint.

In this video, product and solutions expert Kaila Fleisig shows how you can use Service Cloud to align your business around the new digital-first customer.

Episode 3: Step 2 — Empower Your Support Team in the New Work-from-Anywhere World

The role of the support agent has changed. Support agents are now not only expected to be knowledgeable consultants, but to be the face of the business. For resource-strapped SMBs, empowering support agents with the right tools for this new role is key.

Learn from Kaila as she demonstrates how flows and macros help support agents streamline cases and deliver winning customer support experiences.

Episode 4: Step 3 — Personalize Your Customer Experiences with AI

Artificial intelligence, or AI, is your SMB's secret weapon to providing personalized customer experiences. AI might sound complicated, but it’s not. Salesforce has baked AI into our platform, making it easy to use, no matter how small or resource-strapped your service team may be.

In this video, Kaila shows how you can put AI to work for your small business, personalizing customer experiences and looking for new ways you can deliver value.

Episode 5: Customer Spotlight: ICS+

It’s movie time! This customer spotlight film is based on the true — well, maybe it’s slightly exaggerated — story of how one small business, ICS+, unhaunted a client's hotel using the data and intelligence in Service Cloud. It's guaranteed to give you chills.

Episode 6: Next Steps — Getting Started with Service Cloud

Following the three steps outlined in this video series will help you transform service from solely a call center to a new way to deliver great experiences and value to your customers.

In this last video of the series, Kaila’s back to demonstrate how your SMB can get started with Service Cloud, getting core service features up and running in just 15 minutes.