Confident serious business lady has phone conversation, poses in front of laptop computer, wears optical glasses for vision correction, poses at work place, makes reserach work, dressed formally
By Swatil Binte Mahmud, Blogger, Lava Protocols
Did you know that ninety-one percent of customers are more likely to make an additional purchase after a great service experience? Salesforce’s recent State of the Connected Customer research shows that focusing on service makes good business sense. Well, this is not rocket science. Happy customers will lead to more sales and selling more products means more profit! Hence, smart customer service teams are shifting their focus from problem-solving to customer happiness. Also, innovative digital platforms help to keep service agents at the top of their game and their customers happy! Especially in this post-Covid-19 world, your business will need a digital platform to survive.
Almost overnight, sales moved from in-person handshakes to Zooms, service call centers from office buildings to agents in their homes, marketing events from convention centers to webinars, and commerce from brick-and-mortar to online. In this new normal, companies must adopt new ways of engaging customers and helping employees who are working from anywhere succeed.
Therefore, Salesforce launched Salesforce Live: Asia to show us how businesses of all sizes have adapted to the sudden changes. Salesforce Live: Asia, a six-week event series filled with live and on-demand content you can stream from wherever you are. It started with a premiere episode on 20 May, including an inspiring keynote, Customer 360 innovations, live workshops, and Trailblazer connections. Then, there are six weeks of compelling episodes tailored to specific roles and industries, with special guests, roundtables, and on-demand sessions. If you have missed some of the episodes, you can still catch Episodes 6 and 7 on 24 June and 1 July. Go register now!
However, if you are skeptical about why Salesforce Live is not a waste of your valuable time, here are 3 reasons why:
At the Salesforce Live: Asia – Service Trailblazers episode on 27 May, regional airline AirAsia shared key learnings on delivering better service for customers and exceeding – not just meeting – expectations. During the pandemic, AirAsia’s founder, Tony Fernandes, regularly reminded staff to “never waste a crisis.” So, it was no surprise that the AirAsia team used that time to rethink its online strategy and fast-track the development of its ASEAN super app. The resulting app is a comprehensive lifestyle platform that offers customers more value and choice. It brings together flights, hotels, travel packages, loyalty programs, shopping, food, deliveries, and payments all in one platform.
AirAsia’s Virtual Allstar chatbot (AVA) works across all digital platforms and helps customers get quick access to general information, book flights, and perform other simple tasks. The chatbot helps to shift customer service caseload from other channels and allows service teams to focus on the more high-value aspects of service.
All the episodes are arranged in a way where the participants can learn about different service transformation journeys and stories about businesses surviving and thriving in the post-pandemic world. Now, more than ever, businesses can learn from each other and ensure their businesses do not shut down by transforming themselves with the help of Salesforce.
Lava Protocols is an authorized Salesforce Partner. Not Sure If Salesforce is Right For You? Drop us an email to schedule your demo: hello@lavaprotocols.com.