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Salesforce is your best friend! It is our MOST IMPORTANT tool to show Customers how much we LOVE them! We use it to record vital details about Customers, like name and phone number, gain context by viewing the Customer’s past contact history, and correspond with internal and external contacts.
We receive contacts from Customers through multiple channels, including phone, chat, email and self-service responses. Each contact from a Customer turns into a “case” in Salesforce, whether it be an inbound phone call, chat or email. These cases automatically appear to your My Cases view depending on the contact types you’re signed up for.
Another important point about Salesforce: we use the data entered in each individual case to help track & understand what types of contacts we receive. We do this through the issues and resolutions YOU select for each case. This is one of the primary ways we understand the big picture: why Customers are contacting us, in what proportions, and what actions we take to address the inquiries.
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