Convo with Salesforce MVP and GetFeedback
Convo with Salesforce MVP and GetFeedback
Salesforce MVP Deepa Patel had a chat with Aliza Marks, Chief Operating Officer at GetFeedback on the topic of customer service insights. Here are some highlights – and great customer service takeaways – from that conversation. Learn more from Aliza in this AppExchange ebook: bit.ly/appybackoffice.
Salesforce MVP Deepa Patel had a chat with Aliza Marks, Chief Operating Officer at GetFeedback on the topic of customer service insights. Here are some highlights – and great customer service takeaways – from that conversation. Learn more from Aliza in this AppExchange ebook: bit.ly/appybackoffice.
Deepa Patel
Hi Aliza. What is one thing you’ve learned from working with your service customers?
Aliza Marks
We've learned that even when a customer has a poor support experience, there is still an opportunity if you resolve it quickly and effectively. You can turn that customer into an even more loyal customer.
Deepa Patel
That’s great. What do you think today’s customers expect from technology providers?
Aliza Marks
Customer expectations have transformed over the past several years. Customers have very, very high expectations service levels, because there are companies delivering outstanding experiences. Now they come to expect the same awesome level of service wherever they go.
Deepa Patel
Incredible. What do you think is holding companies back from delivering the first class service that they should be providing?
Aliza Marks
Service leaders are struggling with challenges of scale, and the ability to report on what's happening. With a scalable, seamless, efficient customer service experience, and agent experience, agents can have access to everything they need to deliver on those goals.
Aliza Marks
All too often companies create feedback programs for the sake of having a feedback program. But the real power is when you take those insights, create action plans, and address challenges to improve metrics.
Deepa Patel
Thank you, Aliza!