Chapter 7
Capturing Cases in a Multi-Channel World
In This Chapter
Understanding the multi-channel approach
Implementing Web-to-Case
Setting up Email-to-Case
Considering computer telephony integration
Using Live Agent chat
Exploring social channels
Case management is the heart of any support strategy, and Salesforce Service Cloud highlights this by giving you the tools to provide excellent customer service through a wide range of channels. In an increasingly connected world, conventional (and more operationally expensive) service channels such as call centers can no longer be the only source of service.
Today’s consumer wants immediate service around the clock through a variety of devices and channels, without having to listen to hold music or repeat the issue to multiple reps. The modern customer leaves public feedback, making the customer’s experience critical to your company’s ...
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