salesforce.com Service & Support

The SaaS Revolution in Customer Service & Support

The world is changing quickly: There are many more products to support. Thanks to the Internet, customers expect instant service. And thanks to the social Web, they now have a louder voice than ever before. But there’s one problem: Client-server technology isn’t designed for the Web—plus it’s too slow to adapt and too hard to use. No wonder Gartner predicts that 75% of call centers will use a form of software as a service (SaaS) by 2013.

Salesforce 在服務與支援這一個領域，提供許多服務項目，如快速反應的平台、Call Center、知識庫以及提供 Self-Service的客戶入口網站讓客戶方便使用。

Platform: React Fast to Your Changing Business
Analytics | Customization and Integration | AppExchange

Call Center: Make Every Agent Successful
Call Center | Agent Console | CTI Integration

Knowledge Base: Find Just the Answer You Need, and Nothing You Don't
Knowledge Management

Customer Portal: Turn Self-Service into the Preferred Customer Destination
Portal | Self-Service Case Resolution | Personalize and Customize

Features

* Call Center
* 專員工作站(Agent Console)
* 電話話術(Call Scripting)
* 電子郵件管理(Email Management)
* CTI整合(CTI Integration)

* Service Processes
* 知識管理(Knowledge Management)
* 案例管理(Case Management)
* 客戶管理(Contact Management)
* 活動管理(Activity Management)

* 客戶入口網站(Customer Portal)
* 自助式案件提案(Self-Service Case Resolution)
* 個人化與客制化(Personalize and Customize)

* Analytics

* Customization and Integration

* AppExchange Applications

* Google Apps

參考文章：

1.Salesforce Service & Support datasheet

2.Online Demo

3.Call Center Console by Model Metrics for salesforce.com
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