DAVE MCCARGAR GADI SHAMIA JOSH GOLDLUST DIRECTOR OF CUSTOMER SUPPORT CHIEF OPERATING OFFICER DIRECTOR OF PRODUCT MANAGEMENT DEEPA PATEL SKUID TALKDESK SALESFORCE LIVEMESSAGE FOUNDER, DPCRMGURU SALESFORCE MVP Customers are looking for that right- Customers want an agent who No matter the different products SUCCESS COMMUNITY > TWITTER> sized service. Customers, more and has access to all the information that our businesses are selling in more, want an immediate response their company has collected about the marketplace or how they’re Deepa has been a Salesforce MVP since 2012. on a channel of their choice, them. When I call customer service, differentiated by a certain feature She is the founder of DPCRMGURU. Her many certifications include Service Cloud and Sales whether that be self-service, online I see no benefit in spelling my or a certain function, customers like Cloud Consultant, Marketing Cloud Email community, chat support, YouTube, name again and giving my account to do business with companies that Specialist, Pardot Specialist, and Salesforce email, or phone. They’re looking number and providing my full are easy to do business with. But if Certified Administrator. for that specific medium that they history and telling the agent what they’ve got a challenge of being able Listen to Deepa’s interview with Aliza Marks to choose, and they want a rapid I’m looking for, because I already to connect with you, it starts the learn more about GetFeedback, and how the response from their vendor. provided all of this information to interaction off on the wrong foot. app helps elevate the customer experience. the company before. I did it digitally. I did it through self-service. What I really want is an agent to pick up the phone, say, “Hello, Mr. Shamia. I see that your flight is delayed. I have a better flight for you that will get you LISTEN TO INTERVIEW there only half an hour later, and here are $300 of travel certificates. Hope you have a great day.” 5