Grazitti at Dreamforce’14

Digital Marketing Consultants

It’s less than 3 weeks from Dreamforce’2014 and we’re excited to announce that we are an Exhibitor at one of the biggest Cloud CRM events of the year.
San Francisco is bracing itself for…

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Migrating from Support Portals to Communities

Ping Identity Salesforce Community

Salesforce launched online communities in Summer’13 release to help companies become customer-centric. Since then, many companies like Marketo, Alteryx and Ping Identity have migrated from their existing support portals to feature rich Salesforce Communities.…

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10 Best Practices to Increase Customer Support ROI with an Effective Knowledge Base (Part 2)

Customer Support ROI

Continuing from the previous post on best practices, here are five more-
6. Re-Purpose Content…
If you have a piece of content and it resonates well with your audience, then why not create more

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10 Best Practices to Increase Customer Support ROI with an Effective Knowledge Base (Part 1)

Rich Knowledge Base

As per Forrester, “By building a knowledge base (KB) for your support team, you can increase the agent efficiency by 30% and witness 40% average dip in the overall support costs, within a year”.…

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Monitoring Customer Support Performance with SLA Implementation


If you are a customer support manager, chances are that you have an SLA system setup. However, an effective SLA implementation is where most of the customer support executives get stuck. Now, why do…

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Integrating Surveys for Enhanced Customer Support


As per Forrester, “Less than one-third of companies take the time to assess the quality of their customer service”. 58% companies using Service Cloud don’t have customer surveys implemented. Survey Integration is one of…

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Increasing Case Deflection in Service Cloud to Reduce Support Costs

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Salesforce launched Service Cloud to build something similar to Google for customer support operations. Today support operations in companies like Philips, Financial Times, Facebook, Virgin America, Opentable, P&G and many more are using Service…

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Prescriptive Analytics: The Next Leap

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Analytics is the discovery of meaningful patterns in data. While it is not new, we’re going through a renaissance in data science and technology in business analytics. What started as Descriptive Analytics, using data to…

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Using Marketo for Webinars? Avoid 7 big mistakes


We know that webinars are becoming one of the best ways of every B2B marketer to generate new leads and establish a strong relationship with prospects. Moreover, Marketo is an excellent platform to execute…

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