Well, that morning, I got my chance.
It was a crisp Saturday morning in the city of Rochester NY and my wife Kalene and I were heading to the RMSC to see a fantastic musical Tesla Coil show. I was pumped to see the inventions of one of history’s greatest minds move electricity through the air making instant contact with it’s intended destination, and in so doing, making lovely music.
While Kalene was navigating corners, I felt a vibration in my pocket and heard a familiar sound. I pulled out my phone to find a friendly request from one of our customers. It seemed that there was, in fact, a way I could thank her. She had submitted two support cases earlier, and was looking for an update on those.
Since I don’t work on our support team, and was not at my desk, my initial thought was to say that I could check in with them on Monday morning, painting the message with an absurd amount of smiley faces in an attempt to simulate actual helpfulness. I was on the road, to see Tesla Coils sing, with no idea what her support tickets might be; what else could I do?
As I began to type an emoticon smattered email, a thought hit me like a bolt of lightning. I realized what I was holding in my hand. With a smile and a tap, I had opened the Salesforce1 app (iOS/Android) and was greeted with a friendly search bar. I typed in the customer’s name, and within a few seconds, her support cases moved through the air with instant contact with their intended destination; my phone. With a few taps and scrolls I was able to understand the customer’s request and post to the feed for each to get an update for her.