DAVE MCCARGAR RAHUL SHIRGOPIKAR DIRECTOR OF CUSTOMER SUPPORT HEAD OF PRODUCT MANAGEMENT NIK PANTER SKUID AND CUSTOMER SUCCESS SMS-MAGIC VP OF SALES, CLOUD FOR GOOD SALESFORCE MVP Skuid balances traditional With the right technology, agents can SUCCESS COMMUNITY > TWITTER> support metrics, such as time see any reported issues. Companies to resolution and number can then deliver faster service and Nik is a Salesforce MVP with five Salesforce increase customer satisfaction, while certifications including Salesforce Certified of touchpoints. These are Service Cloud Consultant. He is Vice President checkboxes that are highly reducing agent attrition, all because of Sales at Cloud for Good, which works with structural and easy to monitor. the agents are empowered. mission-driven organizations, nonprofits, and educational organizations to create and We balance that with overall implement strategic solutions based on cloud customer satisfaction and how technology. it impacts the customer success Listen to Nik’s interview with Rahul Shirgopikar rate and where customers are below to learn more about SMS-Magic and hear how it can help customers deliver a great in their journey. customer experience. “Give agents an easy way to access customer knowledge.” LISTEN TO INTERVIEW TOM DIVITTORIO 12