the ready to deliver specific of our first interactions with a what is out there and finding the the definition of customer customers and provide the best things can we implement today customers. We believe that the experience possible, breaking to continue to build on the trust use of technology and artificial down barriers from traditional our clients have with us? intelligence is an enabler to “sales” and “returns” and JODI WAGNER: In my allow our people to spend more making everything one smooth organization, we’re working to time building relationships with transaction that is centered make customer experiences less those they serve, and that has around omni-channel support, transactional and more strategic led to us spending more time convenience, and relationship- as we position ourselves as their internally training people in the driven service. Omni-channel trusted partner. We’re utilizing skills they need for those closer support is crucial for the future relationships with our customers. built with a significant cost of service. I personally will not Salesforce to track interactions interact with companies unless and communicate in multiple WHAT TOOLS ARE YOUR I can live chat, tweet, or quickly channels while providing ORGANIZATIONS USING TO transparency in process efforts. DRIVE NEXT-LEVEL CUSTOMER email them for a response with a industry-specific apps, personalized (and speedy) return ADAM MENZIES: We are investing ENGAGEMENT AND SERVICE? of my message. JODI WAGNER: in adding intelligence and We utilize Pardot HOW IS YOUR COMPANY TAKING awareness to our 150+ software for engaging with customers. STEPS TO KEEP PACE WITH products. We also believe We are still high-touch with INCREASED CUSTOMER SERVICE that technology isn’t the only customers in the consulting EXPERIENCE EXPECTATIONS? growth area in solving problems space. that are ultimately about MARISA HAMBLETON: We MARISA HAMBLETON: We people. We have built human- are focused on high-touch are incorporating self-service centered design approaches interactions, so we’re investing tools and planning a customer into everything we do, from in productivity tools and community. Customer education first conversations to putting automation that help us do and empowerment is a big part products into use alongside our more with less. We leverage as of how we provide service. The many of the Salesforce Platform’s easier it is for customers to help standard features as possible themselves, the more productive since we are a small organization. and confident they are. Productivity tools like Cirrus BILL POWELL: More than Insight help our team keep anything, we listen to our pace with email and calendars. customers and take constant We’ve seen a correlation in the feedback. How can we be better, increased revenue and customer faster, more flexible? What small satisfaction. 20 THE EXCHANGE FALL 2019 FALL 2019