transform your customer service webinar
Post on 14-Sep-2014
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Achieve customer satisfaction with Service Cloud, the #1 customer service application. On October 22nd we hosted a UK Webinar featuring speakers from salesforce.com & IBB Bank. These are the slides from that session. To view a recording of the session please visit: https://www.salesforce.com/uk/form/webinar/conf/service-webinar-22-10.jsp To find out more visit http://www.salesforce.com/uk/service-cloud/overview/TRANSCRIPT
Transform your Customer Service
Eileen O’Mara Senior AVP,
Commercial Sales
Achieve customer satisfaction with Service Cloud,
the #1 customer service application
Speakers
• Matt Glover, Change Delivery Manager – IBB
• Xabier Ormazabal, Senior Director & Head of UK
Marketing – Salesforce.com
• Scott Ivell – Principal Sales Engineer
• Simon Kelly – Architect, Service Cloud
Questions: • Questions box in GoToWebinar on the right or
Twitter #servicecloud
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 intellectual property and other litigation, risks associated with 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-Q for the most recent fiscal quarter ended July 31, 2013. This documents and others
containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web
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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.
Service Everywhere with the Service
Cloud
Can You Deliver Service at the Speed of Now?
Can your customers
connect with you
anytime, anywhere?
Do your agents have tools
to effectively engage
customers?
Do your managers
have the right data to
make the best
decisions?
The World’s #1 Customer Service
Solution
Agent
Collaboration
Motivate & Perform Social
Deliver Service at the Speed of Now
with Service Cloud
Delight Your Customers
Everywhere
Turn Your Agents into
Superheroes
Help Your Managers Make
Informed Decisions
Phone &
Email Communities
Agent
Console
Knowledge
Base Analytics Mobile Mobile Self-
service
Decrease in Support Costs
35% +37%
Customer Retention
+34%
Faster Case Resolution
Grow Customer Satisfaction Across Every Major Metric
Agent Productivity
+40%
Average Percentage Improvements Reported by Customers
Source: Salesforce.com Customer Relationship Survey conducted March 2013, by an independent third-party,
Confirmit Inc., on 5,200+ customers randomly selected. Response sizes per question vary.
+37% Customer
Satisfaction
Power Every Customer Service Interaction
Social
Customer Service
Social
Contact Center
Self-Service
Communities
Service Cloud Powers the Social Contact Center
Improved Agent Productivity Reduced Cost
Higher Customer Satisfaction
Service
Cloud
Console
Analytic
s
Agent
Console
Collaboration
Knowledg
e
Social
Profile
Multi-
Channel
Social Case Management
Workflow
Business Rules
Service Cloud Powers Self-Service Communities
Company and community knowledge Instant help with Live Agent
Self-service Communities Mobile Access
Collaboration
Self-Service
Communities
Knowledg
e
Social
Profile
Partner
Service
Mobile Access
Service Cloud Powers the Social Conversation
Monitor social conversations Integrated with cases and knowledge
Prioritize social influencers and analyze trends
Collaboration
Communities
Social
Monitoring
Knowledg
e
Social
Profile
Multi-
Channel
Sentiment
Monitoring
Matt Glover Change Delivery Manager
Islamic Bank of Britain
Want to Learn More?
Visit our Website or speak with your AE
https://www.salesforce.com/uk/service-cloud/overview/
Upcoming webinars
• Find out more about Salesforce Communities:
– 29th October @ 9.30 a.m. – Introduction to Salesforce Communities
– 31st October @ 3.00 p.m. – Platform Introduction
– 7th November @ 3.00 p.m. – Create your own Ideation Community – series of 6 webcasts
• Find out more & register here:
bit.ly/PlatformSeries
Questions?
Use Chat on gotowebinar
Or Twitter: #servicecloud
@eileenomara @xormazabal @salesforce