dreamforce 2011 service cloudconsole by sarah stealey
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Sarah StealeySenior Vice President of Customer
Support
This is iContact
Company Big Picture• Founded July 2003, Series A in 2007
• 300-employee company in Morrisville, NC
• Subscription SaaS email marketing and
social marketing company
• Customers send16 billion emails
• 70,000+ SMB Customers
A triple bottom line company: measures and reports on its financial results, social results, and environmental results.
This is iContact Customer Support
We are Passionate About• Creating a positive and motivating work
environment• Making a positive wake in our world• Making digital marketing easy so
companies and causes can grow and succeed
• Providing email marketing and social media marketing solutions and services to SMBs
• Hundreds of Easy-to-Use Templates
• List Segmentation• Autoresponders• Facebook and Twitter
Integrations • Built-In Surveying• Top Email Delivery• Advanced Reporting• Managed Services• Award-Winning Support
Email Marketing and Social Media Marketing
iContact for Salesforce connects powerful email marketing with the world’s best CRM
2010 AppExchange Customer Choice Award Winner
iContact for Salesforce
• Easy to Use• Segmentation• Hundreds of Templates• Flexible Data Handling• Expert Customer Success
Managers• Live Weekly Training Sessions• Works with many Salesforce
editions• Lets you bypass Salesforce
sending limits• Allows you to use your
branded email templates, all within Salesforce
iContact for Salesforce
iContact and Salesforce…A History
• Dec 2008: Transitioned from SugarCRM – Basic functionality for Sales and Support
• 2009: Integrated CSAT surveys, QA forms, Partner Portal, revenue recognition
• 2010: All employees began using Salesforce for POs,
• Dec 2010: Introduced to Chatter at Dreamforce
Life Before Chatter
So much information, to so many people, through so
many channels…what could possibly go wrong?
Where do I go? What do I need? Who’s really reading all this?
Life Before Chatter• Too Much Information
– Company Updates, Product Releases, Training Materials– Case Information and Customer Escalations– Real-time Bugs, Tickets, Outages, and Issues– Administrative Things– Kudos and Fun Stuff
• Too Many People to Share it With– Across the Company, Across the Department, Across the World
• Too Many Channel Choices– Pidgin IM– At least 15 Pidgin Chat Rooms– Email– Job Aids– Facebook and Twitter
I wanted ONE thing, ONE place, ONE resource for people to find information. I wanted Chatter.
How does iContact use Chatter?• Replaces chat rooms, Facebook and IM dependency• Supplements emails and job aids • Groups provide segmentation and focus• Allows instant communication with managers, peers or
other departments without customer interruption• Reporting occurs on frequent topics and “likes”• Efficient usage of #hashtags to quickly find information • Digests sent through daily email or tagging• Chatter Desktop makes it real-time• It’s Mobile!
Industry News
Easy access to documents right from
Chatter
Company NewsLinks to
articles, and screenshots…
input from Sales to CEO!
Department NewsEasy and awesome way
to spread news and reminders
TroubleshootingSerious issues are addressed across many
departments with actions,
examples, and resolution
Specific Cases
Cases between different
departments, different floors,
or different countries are
resolved faster
Peer Assistance“One-to-many”
postings increase
efficiency
Manager’s Digest
#hashtags allow for
reporting and searching
ContestsIn-Chatter contests keep
people constantly
reading and engaged
Support Morale: Customer Kudos
Twitter and Facebook
comments are shared to
raise visibility
Support Morale: Employee Engagement
Social “groups” keep
company information and time off
Cross-Department Entertainment
Sometimes it just needs to be irrelevant
Unexpected Benefits
Lots of Options
Chatter Desktop, Digests, Mobile
Take it From Them
CHATTER
It’s like watching the weather report before heading outside. You
gauge the mood of the customers and the
floor by what’s being posted. - James B.
It's amazing to be able to ask a
question, and five people respond with discussions and help
find the correct solution. - Lance O.
With Chatter, it's a one stop shop,
where all can go for updates
and....updates to updates! – Joe A.
The only problem with instant gratification is that it’s just not fast enough. Chatter is pretty darned close! I appreciate that a Tier 3 post lands on the
desks of every agent in the call center within seconds.
– Scott R.
I like Chatter because it helps keep me mentally
connected with my colleagues in Support,
even if I don't see them physically on a daily
basis. – EJ G.
Challenge before Chatter
• Too Much Information, Too Many People to Share it With, and Too Many Channel Choices
• Basically…Where do I go? What do I really need to know?
Making it Work• Start with one group or department and prove
success• Eliminate the unnecessary barriers to
adoption• Make it useful…AND fun!• Utilize the ease of the mobile app and real-
time aspects of Chatter Desktop• Make it indispensible!
Sarah [email protected]
www.icontact.comwww.icontact.com/salesforce