Helpshift Integrates With Salesforce

Mobile technology has delivered a lot of useful functionality that enables vendors and their customers to be on the same page more frequently. However, the screen size has an inherent drawback: It shows a very narrow slice of a reality — typically one idea at a time. The problem is especially acute in the key areas of sales and service.

A mobile “help” app should deliver help the customer values. One that misunderstands the customer’s situation or its role in responding to it can be a source of pain, frustration or even customer churn. We’d be kidding ourselves if we didn’t see that problem.

Good AI and machine learning tools have done a lot to ensure that the sales offers vendors place on customers’ small screens are the ones customers actually value.

The same need exists in customer service — putting the right information before a customer — but AI might not be necessary. However, because the mobile screen will support only one idea at a time, it’s critical that the help is, well, helpful.

There’s less to wonder about in a help situation and therefore less need for analytics. What is needed is simply step-by-step help as a customer traverses a process.

The Helpshift Approach

Helpshift, an emerging company in the customer service space, has been supporting service processes with an innovative approach to placing help at every step in a service process. This approach ensures the app’s help keeps up with the customer’s need.

Helpshift did something really cool this week, when it announced integration with the Salesforce Service Cloud and made the integration available on the AppExchange. Importantly, Helpshift FAQs are mapped to and managed by the Salesforce knowledge base, making it possible to manage Helpshift from the Salesforce dashboard.

When a mobile user initiates a chat in a Helpshift-powered mobile app, it automatically creates a Salesforce case. The case contains all of the metadata and data from the user’s phone, saving time and increasing accuracy and time to resolution.

It’s not hard to create a first-level integration with Salesforce, and many vendors do this. What’s interesting about Helpshift’s approach is that it has created an integration that not only satisfies the end user in the moment, but also goes on to work within Salesforce to enable knowledge base updating over the life of the mobile app.

From that point, you can imagine more functionality being added over time. For instance, how long before natural language processing becomes part of the interface?

Empowering Customers

Customer self-service once was thought to be the peak of customer empowerment, but we soon discovered that self-service systems were, in some cases, the same support systems used by agents — but possibly with nicer front-ends.

That didn’t work — at least in part because there’s a lot of knowledge capital that agents have as employees that customers, by definition, don’t. So customer self-service had a rocky start, and customers who used those systems easily could be discouraged.

Today’s self-help, exemplified by Helpshift, does away with old style self-service while really empowering customers. If an issue needs escalation, that’s a standard part of the solution. Conventional indirect service channels have been highly successful, with better than 80 percent of customers checking them before calling a service center.

That has resulted in fewer calls, but the ones that get through often are more complex and require the help of a real person. So, don’t expect this or any service automation to replace the agent.

The real benefits of the Helpshift integration will be twofold: For customers, it will provide fast answers in a channel that might have lacked them before. For vendors, it might be another way to limit the high costs of customer service. Given people’s propensity to solve their own problems, this should be a benefit to all parties.
end enn Helpshift Integrates With Salesforce


Denis%20Pombriant Helpshift Integrates With SalesforceDenis Pombriant is a well-known CRM industry researcher, strategist, writer and speaker. His new book, You Can’t Buy Customer Loyalty, But You Can Earn It, is now available on Amazon. His 2015 book, Solve for the Customer, is also available there. He can be reached at
denis.pombriant@beagleresearch.com.

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When Every Second Counts

bigstock Time 110019650 When Every Second Counts

When I first agreed to take on the role of managing the Cloud Operations team for tibbr, TIBCO’s enterprise social networking SaaS application, I knew that the job would be no cakewalk.  There would be plenty of challenges involved with ensuring that this mission-critical cloud service remained up and running 24×7 for companies around the world.  Fast forward to 2017—and I’ve never looked back at that decision—it’s been an exciting and rewarding journey.

Part of what helps make my job manageable is choosing the right infrastructure and tools. For example, using TIBCO LogLogic has been a tremendous help to collect, manage, and leverage log data from the various components of our cloud infrastructure so that we can track activities and conditions of interest.

LogLogic’s out-of-box reports and dashboard provide the necessary information at our fingertips to meet our compliance, reporting, and auditing needs. As part of our Federal Risk and Authorization Management Program (FedRAMP) certification, for example, tibbr has proven that it meets high standards for continuous monitoring of security-related data as well as tracking related continuous updates. Our team relies on LogLogic to help ensure the completeness and integrity of the necessary security records and history to meet those requirements.

LogLogic also helps us to meet the availability goals needed for our cloud service, sending alerts when certain conditions are detected or thresholds are met, so that we can proactively take action to avert potential issues.

When issues are  detected, LogLogic’s flexible search capabilities  help us quickly mine through our mountains of valuable log data to find key information for faster resolution. We are excited that LogLogic 6.1 now makes that search even faster than ever—because when your team is on the hook for ensuring the uptime of an enterprise-class cloud service, every second counts.

Find out more about LogLogic 6.1 with a video playlist and on the TIBCO Community.

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“We’ll Fight Till We’re Dead Or We’re Free”

According to reports on Twitter, Denis Johnson has died. 

He was forever annoyed that reporters overwhelmingly wanted to ask him aboutJesus’ Son, his brief, perfect 1992 volume of connected stories. It was a strange thing to be bothered by. Who wouldn’t want to repeatedly lay claim to such greatness?

Additionally, Johnson authored Angels, a bruising, heartbreaking 1983 novel about a single mom toting her at-risk family through the underbelly of America. It does not have the lightness of tone that JS has. Not at all. It leaves a bruise. The writer also turned out some fine journalism. The following re-post is about one such offering.

· · ·

ja09090 “We’ll Fight Till We’re Dead Or We’re Free”

There will always be some who retreat from the culture, go off by themselves or in pairs or groups. They’ll disappear into their own heads, create their own reality. For most it’s benign, but not for all. The deeper they retreat, the harder it will be to reemerge. There are those who don’t even want to live parallel to the larger society and come to believe they can end it. They sometimesexplode backinto their former world, committing acts of domestic terrorism.

Such groups were addressed by Johnson in the chilling reportage “The Militia in Me,” which appears in his 2001 non-fiction collection, SeekThe violence of Ruby Ridge and Waco and the horrific Oklahoma City bombing had shocked the nation into realizing the terror within, so Johnson traveled the U.S. and Canada to find out how and why militias had come to be. The writer, paranoid about both the government and the anti-government movement in 1990s America, couldn’t have predicted at the time the mainstreaming of conspiracists like Alex Jones and his ilk. He was fearful of attacks from the margins, unaware that the sideshow would soon take its place in the center ring.

Three brief excerpts from the article.

________________________________________

The people I talked with seemed to imply that the greatest threat to liberty came from a conspiracy, or several overlapping conspiracies, well known to everybody but me. As a framework for thought, this has its advantages. It’s quicker to call a thing a crime and ask Who did it? than to call it a failure and set about answering the question What happened?

________________________________________

I’m one among many, part of a disparate–sometimes better spelled “desperate”–people, self-centered, shortsighted, stubborn, sentimental, richer than anybody’s ever been, trying to get along in the most cataclysmic century in human history. Many of us are troubled that somewhere, somehow, the system meant to keep us free has experienced a failure. A few believe that someone has committed the crime of sabotaging everything.

Failures need correction. Crimes cry out for punishment. Some ask: How do we fix it? Others: Who do we kill?

________________________________________

They told me they made furniture out of antlers and drove around anywhere and everywhere, selling it. For the past month I’d been reading about the old days, missing them as if I had lived in them, and I said, “You sound like free Americans.”

“No,” the smaller man said and thereafter did all the talking, while the other, the blond driver changed my tire. “No American is free today.”

“Okay, I guess you’re right, but what do we do about that?”

“We fight till we are,” he said. “Till we’re free or we’re dead, one or the other.”

“Who’s going to do the fighting?”

“A whole lot of men. More than you’d imagine. We’ll fight till we’re dead or we’re free.”•

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Importing Data to Power BI

Recently I was fortunate enough to participate in a workshop focused on Microsoft’s analytics service, Power BI. This blog will be the first in a series of blogs describing my experiences with Power BI. In this blog, I will focus on importing data into the Power BI desktop version. The remainder of the blogs will focus on Power Query, Power Pivot, Power View and the finished Power BI products in a browser.

When opening Power BI, you are greeted with a welcome page and given the option to import your data from here. In this example I decided to ignore that welcome page and import data using the “Get Data” button in the ribbon. Clicking on this button drops down a list of common import methods which can be seen in the screenshot below. These options include importing via Excel sheet, Web URL, OData and a few more.

image thumb Importing Data to Power BI

By clicking on “More…” from the previous dropdown list a small window opens with the remaining options. Power BI can easily import data from many places including SQL Servers, Dynamics 365, Zendesk, Github and Sharepoint.

image thumb 1 Importing Data to Power BI

In the screenshot below I ended up importing data from the “Rotten Tomatoes Top 100” Web Page. As you can see, Power BI detects multiple tables and displays the available ones on the left side. On the right side a preview of the data is shown along with the option to view it as a Web page or a Table. At the moment, the Table name isn’t very informative and the data isn’t as clean as I would like it, but I’ll be changing this using Power Query in the next blog.

image thumb 2 Importing Data to Power BI

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DAX “Reanimator” Series, Episode 1: Dynamic TopN Reports via Slicers

Power BI Report thumb DAX “Reanimator” Series, Episode 1: Dynamic TopN Reports via Slicers

Guess how many articles are here on PowerPivotPro.com?  Go ahead and think of a number, I’ll wait.

The answer, at time of writing, is 923.  Rob alone has published 715 articles!  And these date all the way back to 2009.

A lot of these articles are “old,” but folks, the DAX engine is still 99% the same today in Power BI (and Excel 2016) as it was when it first “hit the shelves” in Spring 2010.

The motivation behind this “Reanimator” series, then, is twofold:

  1. Help newer converts/readers rediscover some of the most-awesome techniques previously covered here (without being so lazy as re-posting them in their original form)
  2. “Refresh” those techniques for the brave new world of Power BI (since the vast majority of old articles were written when we only had Power Pivot)

What better way to do that than to re-create those workbooks in Power BI Desktop and embed the report directly…Within. This. Post! wlEmoticon smile DAX “Reanimator” Series, Episode 1: Dynamic TopN Reports via Slicers

A New Age of Self-Service BI Users

I’ve been fortunate enough to be given the honor of sharing with you, our community, all these wonderful posts written by many of our in-house industry experts. Updated in all their glory into the wonderful world of Power BI. Now you can click, slice, interact, touch (…dirty), and drill (dirtier!) with these reports to your hearts desire. Just as the BI gods intended them to be! My hope is that these updates will instill these tools to the growing number self-service BI users just getting into the field and who want to do AWESOME things with their reports.

Highlights From The Original Post(s)

So this update is actually a continuation of not just one…but TWO posts written by Rob in the distance past of 2012 (in technology years that’s basically forever). The two original posts were:

Dynamic TopN Reports Using PowerPivot V2!

Dynamic TopN Reports via Slicers, Part 2

Excel Report thumb DAX “Reanimator” Series, Episode 1: Dynamic TopN Reports via Slicers

Rob demos some pretty ingenious techniques using his (now prolific) disconnected slicers technique to not only control the Top N Number you’d like to see on charts or graphs, but also the Value that you want to see that Top N Number ranked on. I’ve used it in MANY reports I’ve made over the years, always impressing the customers who used them.

Now I don’t want to give too much away in this post, instead directing you back to the walkthrough via the links above. I’m just here to whet your appetite enough with some fancy Power BI Reports, and if you want to learn the DAX code, hop into Rob’s posts.

This “Picture” Below is an Interactive Power BI!

Isn’t Something Missing?

Some of our more avid blog readers may be thinking “wasn’t there a THIRD post about TopN filtering?”. Yes, in fact there was. It was written by guest contributor Colin Banfield and is called Dynamic TopN Reports via Slicers, Part 3. It’s a fantastic post which covers ways to add BottomN metrics, Month/Year slicers, and more. I chose not to use that workbook since I wanted to capture the core story from the original posts written by Rob. If you’re inclined however, I recommend reading all three as they will add real value to your DAX tool belt. Until next time P3 Nation!

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Could Being in the Cloud Have Protected You from the WannaCry Cyber-Attack?

CRM Blog Could Being in the Cloud Have Protected You from the WannaCry Cyber Attack?

The WannaCry ransomware incident had an impact on 150 countries. Anyone impacted was left with one gnawing question: Was there anything we could have done to avoid this? Could our IT department have done something differently? Was there someone who saw this coming and knew how to avoid it?

But really, unless you actually wrote the program, there was little you could have done.

But is that true?

You theoretically could have hired white-hat consultants (you know, those “good guy” hackers) who might have been able to recognize your vulnerabilities.  You then could have paid a lot of money to have repetitive penetration testing completed on your systems. These consultants could possibly have been able to detect the WannaCry problem before it hit, then your own IT team could have begun a patch on all your systems. After all, how many computers does one company actually have? It certainly can’t be that hard.

But wait a minute…that’s every single workstation and every single server. Now let’s add to this…it needs to happen over the course of a weekend. Yes, IT IS that hard.

Option two is to have the responsibility placed onto someone else…where it makes more sense. Here’s where Microsoft and the Cloud come in. This is never about finding a place for the blame; it is about making sure you have assigned an important job to the correct party. You are, quite simply, in the business doing business…not IT. You should not be expecting your internal IT team to have the technology, know-how, or resources to protect your organization completely. You should rely on people whose job is IT in order to prevent and/or manage breaches.

Governments, agencies, and other organizations already in the cloud have discovered an unexpected benefit: with patching SaaS (software-as-a-service like Office 365) and PaaS (Platform-as-a-service like Dynamics 365, this is no longer their problem. With the SLA (service level agreement), Microsoft delivers an assurance that their solutions will be available and operational, with specifically defined downtime and security. If there is an issue, it’s Microsoft’s responsibility to handle it. Additionally, when ransomware or other attacks do occur, Microsoft provides a dedicated team of professionals and the necessary technology to ensure that patches are utilized, often prior to the general public becoming aware of the issue.

Now, what happens if you don’t have Dynamics 365 or Office 365? What occurs with an older version? Even if this is the case, you are hosting your organization’s solution in IaaS (Infrastructure-as-a-service), which means host controllers in the data center have the ability to keep an eye on situations for you. However, you’re not entirely in the clear. Since you are running a VM (virtual machine), this operates within a Windows operating system. Microsoft cannot manage or monitor that for you—or notify you if a problems occurs. This is why you need a strong, qualified partner with the ability to run your Cloud infrastructure within a Managed Cloud Service.  In the hands of the experts, guarded against cyber-attacks, is where it should be so you can go about the business of running your organization.

In brief…

  1. Though we cannot eliminate every hacker and we know we will eventually deal with a data threat or breach, we can be prepared if we trust the task to the experts.
  2. Microsoft has invested heavily into their data centers. You can count on the fact that they will be there, fixing problems quickly and efficiently. If an issue gets past them, they know that they have thousands of customers relying on them to get it fixed fast.
  3. If you are an IaaS customer in the cloud, a strong partner will assure that everything is up to date and they will be watching out for hacks. They should have all the resources necessary to “follow the sun” and protect your organization around the clock.

Organizations in both the private and public sectors are reaping the benefits of moving to the Cloud:

If your company is concerned because of this attack, get out of the IT business and move to the Cloud. Contact the Cloud experts at AKA Enterprise Solutions. We can assist you by building and executing a plan that will guarantee a smooth transition and a safer place your organization and your customers.

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Artificial Intelligence, Personalization and Marrying Online and In-Store Experiences on Tap at IRCE

Posted by Maggie Miller, Senior Commerce Content Manager

Internet Retailer Conference & Exhibition, better known as IRCE kicks off June 6 in Chicago. The annual event brings together thousands of industry experts and solution providers to learn and network on all things ecommerce. Before we head to the Windy City, I asked our thought-leaders from our team what they think will be the most compelling trends at this year’s conference.

B2B Ecommerce and Artificial Intelligence (AI)

At this year’s IRCE, we expect to see a stronger presence and focus on B2B ecommerce and AI. Businesses are exploring how they can use digital channels to streamline and automate B2B interactions by better connecting both the supply and buy side of commerce, locally and globally.

AI has also has gained significant traction beyond commoditized recommendation engines. The underlying technology has evolved exponentially and we expect to see significant advancements in AI applications for customer experience, search, marketing, order management and logistics.

Sanjay%20Mehta Artificial Intelligence, Personalization and Marrying Online and In Store Experiences on Tap at IRCE

Sanjay Mehta
Principal Solution Specialist, Ecommerce
Oracle + NetSuite

Retail Fashion Forward

The retail store has found itself in a do or die situation, having to find a way to marry the digital and physical store experiences in order to survive. I believe the best digital strategies focus on three main value drivers – Fulfillment, Inspiration and Friction Free. Today’s retailers need to reimagine their stores for the digital consumer. That means focusing on inspiration and convenience as key values that drive traffic to the stores, while also striking a balance between transactions and fulfillment. The new track – Fashion: Try it on! – will showcase some great sessions to explore new ways to heighten personalization and how to take advantage of new opportunities to create unique connections with customers.

matt%20rhodus Artificial Intelligence, Personalization and Marrying Online and In Store Experiences on Tap at IRCE

Matthew Rhodus
Director, Industry Principle Retail Vertical
Oracle + NetSuite

Customer Personalization 

We’re going to hear a lot about customer personalization and, likely, the role of AI in adopting it at this year’s conference. During my own talk during the show, I’ll be honing in on how to personalize consumer lifecycle emails, such as cart abandonment and welcome series campaigns. Sending static, non-customized messages in these campaigns is no longer good enough. Personalizing every step of the customer journey, especially within email, is not only critical in delivering a relevant and engaging brand experience, but very doable with today’s technologies.

Greg%20Zakowicz Artificial Intelligence, Personalization and Marrying Online and In Store Experiences on Tap at IRCE

Greg Zakowicz
Senior Commerce Marketing Analyst
Oracle + Bronto

In today’s world of digital commerce, IRCE is one of the best conferences to help you advance your knowledge. If you’re interested in learning more about taking your commerce platform to the cloud, stop by booth 701 to learn how you can deliver seamless brand experiences with a unified, cloud commerce platform. You can even schedule a personalized demo for an in-depth look at how the NetSuite solution can transform your business.

Posted on Wed, May 24, 2017
by NetSuite filed under

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Tech Tip Thursday: Better use of colors in Power BI

Microsoft’s Guy in a Cube has been providing tips and tricks for Power BI and Business Intelligence on his YouTube channel since 2014. Occasionally on Thursdays we highlight a different helpful video from his collection.

In this video, Guy in a Cube has a special guest presenter: regular Power BI webinar host Chuck Sterling! Chuck talks about color themes, one of his favorite new features. He looks at how you can quickly create your own themes to use within Power BI, or browse the Themes Gallery in the community to get pre-created themes from others.

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“Many Of The Juiciest Trump Pieces Have Been Broken By Her”

19ourwoman maggie master675 “Many Of The Juiciest Trump Pieces Have Been Broken By Her”

Excellent profile in Elle by Rachael Combe of the New York Times’ seemingly superhuman White House correspondent Maggie Haberman, who probably didn’t expect to be courted like Adele and Angelina by glossies prior to this Baba Booey of an election season not being canceled as expected on November 8. Glenn Thrush has become a “star” on SNL and Haberman in Elle. I’d wager they’d both trade their newfound lower-case pop-culture status for some semblance of normalcy.

As I’ve mentioned before no U.S. news organization (at least thus far) has proven to possess great sources in regards to Russiagate, which is what we desperately require now. That’s a fault of the press but also a reality of the shocking media shift we’ve experienced over the last 20 years, as we’ve moved into the Digital Age, which has caused enough belt tightening at what we formerly called newspapers to crack a hip.

Well-staffed overseas bureaus with connections to European Intelligence are not cheap, but they might have come in handy right about now. In fact, they likely would have been more useful during the election before the voting booths opened. Numerous failings and circumstances put Donald Trump in the Oval Office, and while the destabilization of legacy news organizations isn’t the number one reason, it’s on the list.

Still, there are many talented reporters at the Times and Washington Post and elsewhere working tirelessly to uncover important truths. Haberman is among them, and even when I disagree with her, I’m never less than amazed by her efforts. She may have been “outed” by WikiLeaks as being a favorite of John Podesta and Team Hillary, but she’s also lauded as an “honest journalist who happens to be a very good person” and with other kind terms by key figures of the Trump campaign and White House. That (and her work) tells me she’s very polite while being “wickedly competitive.” Whatever the dynamic, Trump has found it impossible to quit her.

An excerpt:

Journalists have become part of the story in the Trump administration, enablers and heroes of a nonstop political and constitutional soap opera, and last year Haberman was the most widely read journalist at the Times, according to its analytics. Many of the juiciest Trump pieces have been broken by her: That story about him spending his evenings alone in a bathrobe, watching cable news? Haberman reported and wrote it with her frequent collaborator, Glenn Thrush. The time Trump called the Times to blame the collapse of the Obamacare repeal on the Democrats? It was Haberman he dialed. When he accused former national security adviser Susan Rice of committing crimes, and defended Fox News’ Bill O’Reilly against the sexual harassment claims that would soon end his career at the network? Haberman and Thrush again, with their colleague Matthew Rosenberg. And since President Trump fired FBI director James Comey, Haberman has been on the frontlines of the nonstop news bombshells that have been lobbed, bylining or credited with a reporting assist on around two dozen stories in two weeks. They range from an extraordinarily intimateaccountof a “sour and dark” Trump berating his staff as “incompetent” to the revelation thatTrump called Comey a “nutjob” in an Oval Office meeting with the Russians the day after his dismissal, telling them that Comey’s ouster had relieved the pressure of the investigation into possible collusion between Russia and his campaign.

Trump frequently complains about Haberman’s coverage. He’s tweeted, at various points, that she’s “third-rate,” “sad,” and “totally in the Hillary circle of bias,” and he almost exclusively refers to the Times as “failing” and “fake news.” But no matter what Haberman writes about Trump, he has never frozen her out.Slate called her Trump’s “snake charmer”; New Yorker editor in chief David Remnick recently likened Trump to her “ardent, twisted suitor.” “I didn’t care for that metaphor,” Haberman says. She finds the framing of her relationship with the president in romantic terms “facile.” No one suggests her male colleagues are “wooing” Trump.

While the president and the reporter couldn’t seem more different—Trump, the flamboyant tycoon and Manhattan establishment aspirant known for his devil- may-care mendacity; and Haberman, a political insider known for her straight-shooting truth telling—the points at which their histories and personalities converge are revealing about both the media and the president himself. Trump wants what she can give him access to—a kind of status he’s always craved in a newspaper that, she says, “holds an enormously large place in his imagination.” Haberman, for her part, has become a front-page fixture and a Fourth Estate folk hero. “This is a symbiotic relationship,” says an administration official. “Part of the reason” Haberman is so read in the Times “is because she is writing about Donald Trump.”•

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Nokia, China Huaxin Sign Final Agreement For Establishment Of Nokia Shanghai Bell

Nokia and China Huaxin Post and Telecommunication Economy Development Center signed a final agreement to integrate Alcatel-Lucent Shanghai Bell with Nokia China business to establish the new Nokia Shanghai Bell company.

After the announcement, this new joint venture will become Nokia’s main platform in China and it will continue to develop new technologies in sectors like IP routers, fiber, fixed networks, and 5G. At the same time, with the support of Nokia, Nokia Shanghai Bell will continue to seek opportunities in some overseas markets.

Alcatel-Lucent Shanghai Bell and Nokia China business have already been operating as one entity since they reached a temporary operating agreement in January 2016. The final agreement is expected to be completed in July 2017; however, it is still subject to administrative, legal, regulatory and other conditions.

Nokia will hold 50% plus one share of Nokia Shanghai Bell share, while China Huaxin will hold the remaining shares.

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