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How many of us have been emailing with a colleague, family member, or friend before realizing that a phone call would have been the much more efficient way to communicate? Most of us, no doubt. Why, then, should we expect customers to want to search through website FAQs for the answer to their query?
This was the theme of the recent webinar by Salesforce Service Cloud Voice telephony and AppExchange partner Natterbox. Hosted by the Salesforce Head of North America Alliances, Alise Squiric, and presented by Natterbox’s product lead, James Radford, the webinar looked at how voice integration is essential for a true 360° view of your customers and to deliver a standout omnichannel customer experience.
This blog post will highlight the key takeaways from that webinar, and explore how AppExchange apps can help companies enable successful voice integration.
Customers Prefer to Communicate by Phone
Pre-COVID, Salesforce’s State of Service report found that an overwhelming
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