We use cookies to make interactions with our websites and services easy and meaningful, to better understand how they are used and to tailor advertising. You can read more and make your cookie choices here. By continuing to use this site you are giving us your consent to do this.

What We’ve Heard from Customers This Quarter What We’ve Heard from Customers This Quarter

What We’ve Heard from Customers This Quarter

How Feedback Informs the Salesforce Customer Experience

Customer feedback is essential to how we improve the Salesforce customer experience.

We’re actively listening to customers, reading comments from our monthly Customer Success Survey, and engaging in deep-dive conversations. This quarter, we’re sharing what we’ve learned about technical support and outlining some of the key steps we’re taking to improve that experience.

A Closer Look at Our Research and How We’re Taking Action

One common piece of feedback we hear is that customers want quick, easy access to technical support. Moreover, customers expect support communications to be timely and informative, and they expect Support Engineers to be knowledgeable about Salesforce products.

“I want to be able to easily access support for our technical challenges or development and feel great about the experience and that I’m really glad to be using Salesforce.”

From our research, we know that customers generally log a case after they’ve reviewed documentation and attempted to solve the issue on their own. As a result, customers have already exerted effort to resolve the challenge and expect support interactions to be streamlined.

Specifically, customers want Salesforce to:

Acknowledge the business impact or urgency of their issue

Connect them to a Support Engineer with relevant expertise

Reduce the effort associated with transitioning cases and repeating information

Provide meaningful case updates (and resolution) in a timely manner

We’re dedicated to delivering on these expectations. Learn how we’re evolving our approach in this video from Jim Roth, Executive Vice President of Global Support.

Please note that a login is required to access the video.

Our vision is to deliver a trusted, world-class support experience that is personal and effortless for customers. To achieve that vision, we’re transforming our support organization to benefit both customers and internal teams.

Our team’s core principles are resolution, simplicity, and expertise. To bring those values to our customer experiences, we’re driving initiatives designed to:

Simplify our design, making it easier to find information and log cases

Streamline our case submission process by reducing clicks and providing information on a single page 

Reduce wait times by expanding our chat features and updating our queue process

Provide Support Engineers more specialized training with certifications for cloud-specific expertise

Integrate feedback loops throughout cases to learn from customers in real-time

Reduce internal communication times by aligning our technology and product teams

These important initiatives are the first of many in our journey to reimagine the technical support experience.