How Salesforce Service Voice Cloud Enhances Customer Support

Top CRM Tools for Call Centers in 2025: Which One Fits Your Team Best? Over the years as a Senior CSR, I’ve worked across international campaigns and seen one truth: the right CRM can transform customer support. From faster resolutions to happier customers, a CRM isn’t just a tool it’s the backbone of every call center. Today, the industry is shifting rapidly. AI is now embedded into nearly all customer interactions. But success lies in blending AI speed with human empathy. The question is: which CRM platform positions your call center for that balance? Here’s my breakdown of the top players: Salesforce Service Cloud Best for large enterprises with complex workflows, global operations, and heavy compliance needs. Einstein AI + Data Cloud makes it powerful, but it requires strong data maturity. Zendesk Designed for digital first support. If your team handles high chat and social volumes, Zendesk’s AI Agents, Copilot, and Resolution Platform provide speed, automation, and efficiency. Freshdesk (Freshworks) Ideal for scaling teams that want quick deployment and value for money. With Freddy AI, you get summaries, insights, and measurable CSAT improvements without months of setup. Zoho Desk/CRM A cost-effective option for SMBs. With Zia AI offering smart workflows, intent detection, and automation, Zoho delivers big value at a lower price point especially if you’re already in the Zoho ecosystem Industry insights: • Gartner and IDC rank Salesforce as the global leader in CRM, but Zendesk and Freshdesk are growing fast in AI driven support. • Studies show AI could touch nearly 100% of interactions in the coming years. Yet, leaders agree: customer trust still depends on humanized service. • Companies that successfully combine AI + human agents report higher CSAT, lower handle time, and stronger brand loyalty. My advice for leaders: 1. Start by assessing your channel mix (voice-heavy vs chat/social). 2. Evaluate scale and compliance needs. 3. Test AI on low risk, high-volume tasks like FAQs, order tracking, or password resets. 4. Measure CSAT, AHT, and resolution rates then expand gradually. In my experience, there’s no “one-size fits all.” The best CRM is the one aligned with your team size, customer base, and AI readiness. Question for my network: Which CRM are you finding most effective in 2025 and why? #CallCenter #CustomerService #CRM #CX #Salesforce #Zendesk #Freshdesk #Zoho #AI #CustomerExperience #Automation #BPO #SupportOps #GenAI #CXLeadership

“When it comes to service, we can move faster, innovate more boldly with AI, and make a bigger impact.” - Jennifer Chang, Zendesk VP Zendesk is pulling back from sales CRM to focus entirely on customer service innovation. Under CEO Tom Eggemeier, formerly of President of Genesys, the company is: ✅ Expanding cloud contact center capabilities ✅ Launching its Resolution platform ✅ Investing in workforce engagement management In doing so, Zendesk seeks to reimagine the customer service stack. Read the full breakdown: 👉 https://lnkd.in/e7nxEYgP #zendesk #sales #crm

🚀 Maximize Customer Support with Salesforce Service Cloud At The Growth Technologies, we empower businesses to deliver world-class customer service experiences by leveraging the power of Salesforce Service Cloud. 🔍 Why Service Cloud? Salesforce Service Cloud is not just a help desk — it's a complete solution to streamline your customer support, case management, and service automation, leading to stronger retention and higher customer satisfaction. ✅ Our Strategy: We believe in aligning Service Cloud implementation with your unique business needs. Our strategic approach includes: 🎯 Customer Journey Mapping – Understand every touchpoint to deliver contextual service. 🧩 Omnichannel Enablement – Seamless support across email, phone, chat, SMS, and social media. ⚙️ Automation with Flows & Macros – Reduce response time with intelligent workflows and self-service. 🔧 Tactics That Drive Results: Case Auto-Assignment & Escalation Rules – Ensure the right agent handles the right case at the right time. Knowledge Base Setup – Empower agents and customers with consistent, searchable answers. Einstein AI Integration – Predictive insights and recommended actions to boost first-contact resolution. SLAs & Milestones – Monitor and meet service levels effectively. 📈 Whether you’re looking to implement, optimize, or scale your Service Cloud environment, our certified experts at The Growth Technologies are ready to guide you at every step. 💬 Let’s discuss how we can elevate your customer experience. [info@thegrowthtechnologies.com] #Salesforce #ServiceCloud #CustomerSuccess #CRM #TheGrowthTechnologies #DigitalTransformation #CustomerExperience #SupportAutomation #SalesforceConsulting

Hello #Trailblazers, Recently I shared two posts: one about improving #CustomerService with #ServiceCloud tools, and another about how it works hand in hand with #DataCloud. Here are the links in case you missed them: ➡️ https://lnkd.in/dTG-Zse7 ➡️ https://lnkd.in/d9bEvKjq But how do you know if your customer service really improved? How do you measure success? That’s where KPIs (Key Performance Indicators) come in. They show how well you’re meeting goals, how your solution performs, and help you make smarter business decisions. Here are some of the most important Customer Service KPIs to check if your Salesforce launch was truly successful: ⏱️ Average Handle Time - average duration to handle inquiries. 👉 Improve with Einstein Bots or #Agentforce #AI Agents to deflect routine cases and guide faster resolutions. ⚡ Average Speed to Answer - time it takes to respond to a contact. 👉 Omni-Channel routing assigns cases/chats to the best available agent instantly. 🎖️ First Contact Resolution - % of cases solved on first interaction. 👉 A Salesforce Knowledge Base gives agents and customers accurate solutions right away. 🏋 Customer Effort Score - how easy it is to use your service. 👉 Experience Cloud Case Deflection enables customers to self-serve without raising a case. 🤩 Customer Satisfaction - how customers rate your service. 👉 Case Surveys capture feedback immediately after interactions. 📊 Customer Retention Rate - how many customers stay after a set period. 👉 Service Analytics helps identify churn risks and proactively support at-risk customers. These are just a few examples - but I’m curious: which KPIs do you track most often in your projects, and why? And which #Salesforce tools helped boost your Service Cloud efficiency? Stay tuned for my next posts! PS. Want to dig deeper? These resources helped me put this post together: 🌐 https://lnkd.in/dc-E8485 🌐 https://lnkd.in/dx3NmNaU #Trailblazer #Trailhead #SalesforceConsultant #KPI #KeyPerformanceIndicators #ServiceCloudConsultant #BusinessImprovements #SoftSkills #KnowlesgeSharing

Sales teams need more than tools—they need smart partners. AI-powered CRMs are evolving into self-updating, real-time systems that save reps time and help them sell smarter. From predictive lead scoring to faster decision-making, these CRMs turn sales from reactive to proactive. At Normatech, we guide organisations in selecting and implementing the ideal AI-driven CRM, whether it’s Bitrix24, Salesforce, or Microsoft Dynamics, to truly work for them. 📌 Read more in our latest article: https://buff.ly/zUYPiXm #Normatech #CRM #AI #Bitrix24 #Salesforce #TechInnovation

Why do some businesses keep customers coming back again and again? The secret lies in smart CRM use combined with automation to build lasting relationships and deliver exceptional customer experiences. High-retention companies leverage tools like HivePowered Ai Remote Customer Support Services to automate follow-ups, manage support tickets, and send timely review requests—boosting loyalty and trust at every stage of the customer journey. Add Loyalty Programs and real-time Reputation Management, especially for local businesses in Goleta, California, and you’ve got a recipe for turning customers into brand ambassadors who spread the word and drive growth. Ready to reduce churn and maximize lifetime value? It’s time to make every customer count with automation and smart CRM. https://lnkd.in/dMdmxe3x #CRM #CustomerRetention #CustomerLoyalty #Automation #HivePoweredAi #ReputationManagement #Goleta

Why do some businesses keep customers coming back again and again? The secret lies in smart CRM use combined with automation to build lasting relationships and deliver exceptional customer experiences. High-retention companies leverage tools like HivePowered Ai Remote Customer Support Services to automate follow-ups, manage support tickets, and send timely review requests—boosting loyalty and trust at every stage of the customer journey. Add Loyalty Programs and real-time Reputation Management, especially for local businesses in Goleta, California, and you’ve got a recipe for turning customers into brand ambassadors who spread the word and drive growth. Ready to reduce churn and maximize lifetime value? It’s time to make every customer count with automation and smart CRM. https://lnkd.in/dMdmxe3x #CRM #CustomerRetention #CustomerLoyalty #Automation #HivePoweredAi #ReputationManagement #Goleta

Why do some businesses keep customers coming back again and again? The secret lies in smart CRM use combined with automation to build lasting relationships and deliver exceptional customer experiences. High-retention companies leverage tools like HivePowered Ai Remote Customer Support Services to automate follow-ups, manage support tickets, and send timely review requests—boosting loyalty and trust at every stage of the customer journey. Add Loyalty Programs and real-time Reputation Management, especially for local businesses in Goleta, California, and you’ve got a recipe for turning customers into brand ambassadors who spread the word and drive growth. Ready to reduce churn and maximize lifetime value? It’s time to make every customer count with automation and smart CRM. https://lnkd.in/dMdmxe3x #CRM #CustomerRetention #CustomerLoyalty #Automation #HivePoweredAi #ReputationManagement #Goleta

Zendesk just dropped a bombshell that could reshape the entire CRM industry. They're completely abandoning the sales CRM market. After capturing only 0.40% market share despite investing over $100 million since 2018. The biggest strategic retreat in enterprise software this year. What makes this truly game-changing: 1) They're forcing 2,000 companies to migrate by August 2027, creating the largest CRM customer land-grab opportunity in years 2) This validates what we all suspected: only platforms with massive scale can survive the AI-powered CRM wars 3) Their valuation crashed from $17 billion to $10.2 billion, and now they're admitting they can't compete where it matters most For years I've watched Zendesk try to expand beyond customer service into sales, acquiring Base CRM and promising unified customer experiences. Zendesk has quietly revealed the truth about today's CRM market: Without 7,000+ app integrations, enterprise-grade AI, and billions in R&D budget, you're dead. Everyone talks about CRM democratization, but the market is actually consolidating faster than ever. Platform beats point solution isn't just strategy anymore. The companies that win will be those with both the scale AND the ecosystem depth to deliver AI-powered revenue intelligence at every touchpoint. Zendesk just proved that even $100 million and seven years isn't enough if you don't have both.

Configure and Use the Assistant in Dynamics 365 Sales Staying on top of customer interactions and sales tasks just got easier. In my latest article, I walk through how to configure and leverage the built-in Assistant (formerly Relationship Assistant) within Dynamics 365 Sales. What you'll discover: Read the full guide here 👉 https://lnkd.in/d2eaxmvZ #Dynamics365 #SalesInsights #AI #SalesAutomation #CRM #CustomerEngagement #PowerPlatform #MB280