service cloud: transforming customer service
Post on 14-Sep-2014
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Delivering Amazing Service On Every Channel
/charliehisaacs
in/charlieisaacs
@charlieisaacs
Charlie Isaacs
VP, Service Cloud Strategy
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Social Mobile Big Data Community
Apps Cloud Trust
Customer Revolution
Become a Customer Company Connect With Your Customers in a Whole New Way
Connected Products
Connected Customers
Connected Partners
Connected Employees
The Evolution of Customer Service
100x 1x 1,000x 10x
1980s
Phone
Today
Mobile 1990s
Multi-Channel
2000s
Social
Conversations Are Exploding
340 million tweets/day
2.7 billion Facebook posts/day
Billions of blogs & communities
Unfortunately, Most Companies Not Responding
Sources: SocialBakers “Companies Respond to Just 5% of Questions on Facebook”; Sysomos “Replies and Retweets on Twitter”
Twitter Complaints
Not Answered
71%
Facebook Brand
Posts Not Answered
95% 88 percent of
people unlikely to
buy from brands
that ignore their
complaints online.
“ “
Your Customers Are More Mobile Than Ever
Tablets
Smartphones
Laptops
Desktop 1.8 Billion Mobile Devices by 2014
2006
2010
2014E
2007 2008 2009 2011 2012 2013E
Legacy Software is Disconnected from Customers
Your customers are social
and mobile……. …but legacy software isn’t
Multi-Channel
Service
Increase Agent
Productivity
Amazing Customer
Experiences
The Service Cloud for Small Business
Simple ∙ Social ∙ Mobile
Salesforce Platform
Social Support
Business Insights
Mobile Access
Simple Setup
Case Management
Self- Service
And for Larger Companies:
Deliver Amazing Service Everywhere
Agent
Console
Knowledge
Base Analytics
Agent
Collaboration Social
Service Cloud
Touch
Mobile
Chat
Service Cloud
Communities Mobile
Co-Browsing
Salesforce Platform
Deliver the Next Generation Agent Experience
Make your agents more productive
+40% Increase in agent productivity
True multi-channel with cross-channel context and in-
channel response
Service contracts & entitlements
Intuitive and configurable UI
Keyboard shortcuts and activity alerts
Connect Agents to Experts with Collaboration
Collaborate in real time on any case
Escalate cases to the right expert
Discuss cases with customers in groups
View full discussion history
Make every agent an expert
+37% Faster case time resolution
Put the Right Answers at Agents’ Fingertips
Pre-filter articles with advanced dimensional capabilities
Design knowledge templates such as How Tos, FAQs,
etc.
Search external applications with Sunlight Search
Close cases faster with the right answer every time
+37% Faster case resolution time
Monitor Contact Center Metrics in Real-Time
Gain real-time insights into support metrics
Configure reports and dashboards without IT help
View on any mobile device
Optimize and tune your support infrastructure
+35% Decrease in support costs
Integration with 80+ telephony systems
100% cloud based
Complete softphone capabilities
Visual workflow for call scripting
Instantly Recognize Your Customers on the Phone
Close cases faster with automated phone support
Respond Accurately to Every Email
Create and assign cases from incoming email
Dynamic template selection
Embed knowledge articles
Auto-type common responses
Lower costs with high-volume email support
Empower Customers to Help Themselves
Maintain public knowledge base
Share cases, orders, and contracts securely
Escalate to the contact center automatically with My
Cases
Create branded experiences
Increase satisfied self-service resolutions
+31% Increase in call deflection
Interact with Customers Over Web Chat
Manage multiple chats concurrently
Attach knowledge articles
Auto-type common fragments
Store full chat transcript
Delight customers with instant agent support
Gain a Complete View of Your Customer
Gain insight across transactional and social information
Understand your customer’s sentiment for personalized
service
Flag potential service issues before they snowball
Get a deeper understanding of your customer
Engage Customers Over Social Networks
Listen to conversations across 200 million
social channels
Filter to only actionable posts that need
follow-up
Proactively respond in the social channel of
the customer’s choice
Analytics to monitor social sentiment and
share of voice
Delight customers with proactive support
+34% Increase in customer retention
Harness Customer Expertise in Social Communities
Create branded Q&A and ideation communities
Unify self-service and community experience
Escalate unanswered posts to the contact center
Crowdsource expertise from the community
Build loyalty while letting customers help each other
+31% Increase in call deflection
Connect with Customers on Any Device
Deliver fast answers with mobile knowledge right from
within your mobile app or website
Increase engagement with mobile communities
Escalate to an agent in real-time with mobile chat
Improve productivity with mobile case information for
field agents
Increase satisfaction by servicing customers
anywhere
+37% Increase in
customer satisfaction
Flexibility for Your Growing Business
Integrate with back-office applications
Extend your service process to meet your needs
Automate service processes and workflows
Innovate with enterprise security, reliability and
scale
ERP Any
System
71 billion+ Transactions per quarter
Leader in the Gartner MQ: Customer Engagement
Centers
Market Leaders
Market Leadership Product Leadership Market Leadership
Leader Contact Center
Leader Social CRM
Leader Customer Service
Champion Customer
Service Management
Market Leader
#1 Case Management
#1 Web Support
34,000 Customers
Shifting Priorities of Customer Service Organizations
Source: “The Future of Customer Service.” Forrester Consulting commissioned by salesforce.com, July 2012.
VP Customer
Service
CMO
CIO 92% Customer Satisfaction
First Contact
Resolution
Average Speed of Answer
Service Level Adherence
Agent Handle Time
Helping Customer Succeed Across All Metrics
+37%
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party,
MarketTools Inc., on 5,500+ customers randomly selected. Response sizes per question vary.
Agent Productivity
+40% Decrease in Support Costs
+36% +37%
Customer Retention
+34%
First Call Resolution
Increased customer
satisfaction
Service Cloud Demo Time!
Introducing Micah Joel
Service Cloud Guru
The Customer: Jack Martin
• Age: 44
• Lives in North Sydney
• Early majority tech adopter
• CEO of United Industries
The Company: Nimbus Corp
• Founded in: 2006
• Primary Product: Tablets
• Service Goal: Customer Loyalty
The Product: Nimbus Tablet
• Model: Nimbus One
• Purchased: Late 2012
• Service: 2-year data plan
Our Customer Journey Begins…
Michael Edwards General Manager, Product & Technology
Questions?
With thanks to our sponsors
DIAMOND
SPONSORS
PLATINUM
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