Breakout: Designing for Collaborative Customer Service
TrailblazerDX (TDX) takes place on April 27–28, 2022, at Moscone Center West in San Francisco. Register for design sessions and connect with us at Camp Design!
Amber Bouabdallah has been focused on bringing case swarming to more Salesforce customers. Case swarming is a collaborative approach which gathers experts together quickly to solve complex customer service needs. Amber’s team will soon launch the beta release of case swarming for Slack and Salesforce Service Cloud. She also will lead the Designing for Collaborative Customer Service workshop at TDX.
TDX is the annual Salesforce event for anyone developing or designing on the platform. Learn how to create experiences that build trust, usability, and adoption. Register now!
Salesforce Design (SD): How did you get into design?
Amber Bouabdallah (AB): My Mom was a jewelry designer and I started my career as an architect (of buildings).
SD: What do you wish more people appreciated about the value of design?
AB: Design is the product of human thought and effort — how amazing is it that any one person or group can have a vision and then bring it to life?! 🤯
SD: In the simplest terms, what’s the focus of your TDX session?
AB: Customer service is transforming from individual to collaborative models of support. My session will focus on why and how to implement a collaborative service model using our new case-swarming functionality which leverages Slack and Salesforce.
SD: What key points do you hope audiences will get from your TDX session and why is that important to you?
AB: I hope they will understand why there’s a shift from traditional individual-tiered customer support to collaborative models. This is a new product and way of working, so communicating the “why” will be very important for adoption.
They will come away with an understanding of how to use our beta case swarming offering. And we’ll talk about where to find additional resources when needed; again to drive user adoption.
We are only at the beginning of developing collaborative services and I want to know what our customers think so we can keep making the product better. After my TDX session, interested people will be able to circle back on certain channels to share their stories.
SD: How do you think this will help people do their work better or collaborate better?
AB: Over the past year and a half, I have been engaging in deep collaboration with customers to understand their needs around bridging Slack and Salesforce to solve cases. Then I’ve been working with the Salesforce product and engineering teams to bring the desired experiences into the platforms. I’m excited for the beta release of case swarming and all the insights it will surface.
SD: How has design helped you build relationships with customers, co-workers, or communities?
AB: When we design products that people love, they know we are listening. And that’s one of the most important parts of building trusting relationships.
SD: What do you love about being a designer at Salesforce?
AB: I love that we design tools for people to do their best work.
Eager to learn more about what Amber has in store for TrailblazerDX? Register today to attend on April 27–28, in San Francisco.
Salesforce Design is dedicated to elevating design and advocating for its power to create trusted relationships with users, customers, partners, and the community. We share knowledge and best practices that build social and business value. We call this next evolution of design Relationship Design. Join our Design Trailblazers community, become a certified UX designer, or work with us!
