Vicasso | We Accelerate Service

We are honored to be recognized for our #ServiceCloud work with @OwnBackup as a 2021 #Salesforce Partner Innovation Award Winner! #SalesforcePartner salesforce.com/news/stories/s… via @SalesforceNews

From a discovery call recently: "We had eight back-and-forth emails sent between a customer and a support agent, and it led to 730 files being attached to a case. Only 20 of them were relevant to the case." How long do you think it took that agent to dig through 730 files to find the 20 they needed to work the case? 🔍 File Slayer: Declutter Cases, Accounts, and more vicas.so/fs-AppX #Salesforce #ServiceCloud #CustomerService

Thank you Tiffany Sowang and Andre van Kampen for the shoutout in this valuable article! appexchange.salesforce.com/learn/10-appex… From Andre: "The old saying ‘There’s an app for that’ also applies to the AppExchange Productivity apps; for small and large teams. These 10 apps help users, administrators and agents (the people, not AI agents) focus on what’s really important and not spend time on work that can be automated.” We couldn't agree more!

A nugget of gold from one of our customer calls recently: "What we ran into with Milestones by itself, is that the Milestone was only considering one factor. It was only telling an agent how much time was left before the case breached. But, say an agent has 10 cases that are about to breach in 10 minutes; now they have to consider other factors like the tier level or the account level to help with the decision-making process. That's why Milestones, at least from my perspective, while it is good, it only gives you that one factor that goes into deciding which case to work next, but there are so many more that go into it." This is exactly why we built Case Flags, for scenarios where time with agent isn't the only factor that needs to be considered. Custom aging speeds allow you to account for multiple factors in your case prioritization, so your agents know exactly which of the 10 cases about to breach are the most important to tackle first. Psst — we offer a free trial on the App Exchange: vicas.so/CF-AppX

We've said it once and we'll say it again: If your customers don't respond to your surveys, then nothing else about the survey program matters. Check out how @spectrotel doubled their survey response rates by switching to Simple Survey. vicasso.com/success-storie…

Today’s the day to exorcise the Scope Creeper from your Salesforce org! Join Megan Ardis at 1:00 PM ET for our livestream: Beware: The Scope Creeper Use Case Split to Break the Curse of Never-Ending Case In this session, you’ll discover how Case Split can help you combat scope creep in your Salesforce cases and master techniques for resolving them efficiently. How to Join: YouTube: youtube.com/live/asWUlmvb2… LinkedIn: linkedin.com/events/beware-… Don’t let the Scope Creeper haunt your team’s productivity – tune in live and bring your questions for the Q&A! Plus, all attendees will receive our exclusive "Guide to Better Case Management in Salesforce." We’ll see you there!

We're fired up for Day 2 of Dreamforce! Stop by booth #507 and spin the wheel to win a Solo Stove or Yeti tumbler! Not at Dreamforce but still want to learn how Vicasso's apps help fire up agent productivity? Visit vicasso.com/dreamforce. #DF24 #DREAMFORCE2024

Today's the day! Our team is ready and waiting to meet you at Dreamforce. Come chat with us at booth #507 to learn more about how you can fire up agent productivity. You'll find us between theaters 3 and 4, under the big 500 sign. Not at Dreamforce? You can still learn how Vicasso's apps can restore 8 hours of productivity per agent, per week! vicasso.com/dreamforce #Dreamforce24 #DF24 #ServiceCloud

Dreamforce 2024 Unboxing from Vicasso. Watch youtu.be/Dq0RtyF-km4 for a sneak peak at some of the swag items you could win by visiting Vicasso's booth #507 at Dreamforce 2024! Spin our prize wheel to win. Learn more at vicasso.com/dreamforce #Salesforce #Dreamforce #DF24

Our apps can restore 8 hours of agent productivity, per agent, per week. That’s an entire working day PER AGENT. It’s a big promise, but we stand by it. We conducted a study that compared the user behavior of an agent processing cases in Salesforce both with and without our apps. Here’s what we found: - AI-powered File Slayer restored 3.5 hours per agent, per week by removing the manual task of deleting irrelevant files like social icons - Case Flags restored 3.75 hours per agent, per week using intelligent case prioritization and taking the guesswork out of what case to work on next - Email to Case Premium combined 5 actions into 1 to save 1.25+ hours per agent, per week Then, we mathed. The hours saved added up to over 8 hours of agent productivity restored weekly. Oh, and those are only 3 of the 6 apps that are part of our entire Service Experience Suite. Swing by booth #507 at Dreamforce. You won’t regret it. vicasso.com/dreamforce #Salesforce #Dreamforce #DF24

Are you… a. Looking to fuel service profitability? b. Interested in restoring 8 hours of agent productivity (per agent, per week)? c. Putting out fires constantly in your case management process? d. GOING TO Dreamforce?! If you answered yes to a, b, or c and definitely d… you’re gonna want to swing by booth #507 at Dreamforce. Not only are we giving away killer swag when you spin our prize wheel, but we’re chatting with attendees about firing up agent productivity to decrease service costs and increase service revenue. Learn more about Vicasso at Dreamforce: vicasso.com/dreamforce Comment or like if you’ll be there! #Dreamforce #DF24 #Salesforce

Thrilled to announce that Vicasso has won the recent Salesforce AppExchange Demo Jam! And a BIG congrats and thank you to Megan and Thais for their incredible performance. In just 3 minutes, they showcased how Email to Case Premium empowers support agents to work more efficiently, close cases faster, and deliver stand-out service. Competing against four other innovative partners, we're honored that our live demo stood out and earned your votes. This win reaffirms our commitment to building solutions that enhance agent productivity, automate manual tasks, and seamlessly integrate internal knowledge - all while saving service costs for our users. Thank you to everyone who tuned in and voted! In case you missed it, you can view our 3-minute demo here: youtube.com/watch?v=ukQ7AR… #SalesforceAppExchange #DemoJamWinner #CustomerServiceInnovation #Vicasso

Great article from our friends at @SalesforceBen! salesforceben.com/top-service-cl…

Come cheer us on July 11th as we go head-to-head with other AppExchange partners showcasing their productivity-enhancing Salesforce-integrated apps: webinars.smartbrief.com/register-now/2…

31% of customer service leaders consider agent attrition to be a major challenge for their team. And 68% of a service agent’s time on average is spent on administrative tasks. Does one have to do with the other? We think so. #Salesforce #ServiceCloud

Our newest blog post breaks down the key differences between CSAT scores and NPS scores, so you can make a more informed decision about the type of customer feedback you may want to seek out in your next survey program. Check it out here → vicasso.com/post/decoding-…

youtube.com/watch?v=t_yccv… Email to Case Premium’s Reply & Timeline Component helps your customers have a better experience while using a support portal to view cases. It allows organizations to bring vital aspects of the Timeline and the New Comment Page into the Digital Experience. Customers can view a chronological case thread, compose comments in rich text, automatically save draft comments, and manage recipients from one place.

youtu.be/4TnTapCIxws Not every support team has the same needs. Take, for instance, a team that handles 'Delivery' issues—they need their own set of fields to manage cases in Salesforce, different than a team handling 'Product Defect' cases. With Variation Presets for Email to Case Premium, people see the proper set of fields when they reply to cases for different record types, increasing productivity and reducing case handle time.

Vicasso at the Salesforce World Tour NYC! The most interesting thing we’ve heard so far? 85% of decision makers say service is expected to contribute a larger share of the revenue this year. And shout out to @_andrewrusso for featuring Vicasso's apps in his presentation today. 😎 💜 #SalesforceWorldTour

We're looking for the right people to join an amazing team! Vicasso is hiring for 2 positions: Account Executive linkedin.com/jobs/view/3887… and Salesforce Developer linkedin.com/jobs/view/3882…