escalate your support with desk.com (october 14, 2014)
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Escalate Your Support With Desk.com (October 14, 2014)TRANSCRIPT
Escalate Your Support with Desk.com Kevin Evans Director - Business Development, Desk.com
Safe Harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services. The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site. Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
Two Key Takeaways
Escalate Your Own Support
Partner with Desk to Help Your Customers
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Customer Service is Changing
Behind every is a customer. thing device request tweet
app post
question
chat
suggestion
community
Customers Have High Expectations of Support
Fragmented � Inconsistent � Frustrating Seamless � Fast � Effortless
58% Faster
Deployment
Because There are New Ways for Customers to Engage
Dashboard to our lives
Mobile
5B Smartphones
by 2017
4.5B Aggregate
Social Users
Cloud Social
This Creates Unique Challenges for Small Support Teams
Overwhelming Customer Demand
Limited Budget & IT Resources
Lack of Structure & Processes
Inconsistent experience
Limited engagement
No single source of knowledge
No personalization
No cost-effective solutions
No connection to other systems
Stuck in slow motion Service friction Customers fall through the cracks
Unhappy Customers
The Solution Provide Whole Company Support
Desk.com Can Help You Get There…FAST
Support on Every Channel
SocialSupport
CaseManagement
Self-Service
MobileAccess
SimpleSetup
KnowledgeBase
Multilingual Support
BusinessInsights
Instant Productivity Connect & Grow
Deliver Customer Service in Seconds
Desk.com Customers Deliver Customer Service in Seconds
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Track the Right Metrics
1. Track the Right Metrics
• Have unique items so not always possible to resolve an issue on the first call • Encourage their agents to talk to customers as long and as often as it takes to make them happy
• Measure satisfaction after each interaction, after cases close, or annually
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Listen Throughout the Customer Journey
• Never closes a case • Sets reminders to continuously connect • Give advice along the way on best practices • Many customers find this more valuable than the actual support
2. Listen to Customers Throughout Their Journey
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Take Time to Educate
3. Take Time to Educate Customers
• Focus on the long-term • Start early in the relationship • Helps with future case deflection
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Use Self-Service for More Than Deflection
• Understand your customer’s intentions • Make sure you invest in this channel to up-level self-service • Including ratings on your content means you can continuously improve and evolve your support
4. Use Self-Service for More Than Case Deflection
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We Love Our Partners
We’re Making it Even Easier to Connect with Desk
NextGen Desk Connect
Mobile
• API-first architecture – Building block for NextGen Desk Agent – Powering Desk mobile
• Easier than ever for SFDC partners – Canvas – OpenCTI – DeskConnect
• Fully Documented API – Found at dev.desk.com – Join our great partner ecosystem!
OpenCTI
Partners
Desk API
Canvas
Product
Up to 5 Desk Licenses
Free for 12 months
Now We’re Giving Back! Introducing The Desk.com Service Accelerator Program for Partners
Marketing
Desk Site & Blog
Guest Blog Options Joint Campaigns
Events
Salesforce1 World Tour Dreamforce
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Sunir Shah CMO, Olark Live Chat Founder, Small Business Web (http://www.thesmallbusinessweb.com/)
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Noam Levi Founder, WiserSpread
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Kevin Fredrick Managing Partner, OneReach
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Small & Medium Business Keynote: Scale, Connect and Grow with Salesforce
Wednesday, October 15th @ 2:00 p.m.
Moscone West, 3rd Floor Attend to win 1 of 5 GoPros
First 50 attendees receive signed
“The Big Picture”
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Deliver the Future of Customer Service. Today.
Service Cloud Product Keynote Wednesday, 12:30pm
Chaille Becker Division CIO
Dana Killian VP Customer Experience
Moscone South Main Keynote Room
Come learn what’s new from the Service Cloud & Desk.com!
Liza Landsman CMO
Attend for a chance to win incredible prizes, including GoPros Cameras, Fitbits, Sony Playstation 4s
and 2 Luxury Vacations from Inspirato!