Salesforce Service Cloud Named a Leader by Forrester Research

by Tech Mainstream Staff


August 23, 2017



Salesforce (NYSE: CRM), a global leader in CRM, announced that Salesforce Service Cloud was recently named a leader according to Forrester Research, an independent research firm, in its report The Forrester Wave™: Customer Service Solutions for Enterprise Organizations, Q2 2017. In a nutshell, "Salesforce Service Cloud enables companies to deliver a fast, personalized and intelligent customer experience." Overall Service Cloud is considered the world’s #1 intelligent customer service platform.

Salesforce received high marks particularly in the strategy and market presence areas. Among the most significant assessment in the report is that “salesforce is a leader in the evaluation with its continued momentum in making large, complex customer service deals." Additionally, field service capabilities, knowledge management and augmented reporting, Powered by Einstein AI are other superlative features of Salesforce.

Since customer service is related to organizational branding, companies need a world-class platform that will help: “Service Cloud does just that—enabling companies to make service a competitive differentiator by providing them with everything they need to deliver faster, smarter and more personalized customer experiences.”

in a single day, by using Salesforce Lightning component-based framework, can easily configure and setup Service Cloud: Where "across every channel—whether messaging, video, communities, web chat, in-app, email, phone or even communicating directly with IoT-connected products—Service Cloud helps leading brands use service as a competitive advantage by delivering personalized, connected customer service experiences."

The report also found that organizations that have deployed the Service Cloud have "31 percent faster case resolution, 28 percent increase in agent productivity, 26 percent increase in customer retention, 22 percent decrease in support costs and a 35 percent increase in customer satisfaction."