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Becca Krass
Product Marketing
Small Companies Face Tough Support Challenges
How do you catch
every customer
request?
How do you make the
most of your va...
All-in-One Support App For Small & Growing Companies
Support on Every Channel
Social
Support
Case
Management
Self-
Service...
Boost Productivity and Respond to Customers Faster
How do you make the
most of your valuable
time?
Productivity Tools
Bring Cases from Every Channel into a Single Interface
How Do You Catch
Every Customer
Request?
Productivity Tools Univers...
Answer Every Question Consistently and Correctly
Productivity Tools
Where is the most
current information?
Knowledge Base
...
Make Better Decisions with Current Reports & Dashboards
Productivity Tools
Knowledge Base
Business Insights
Universal Inbox
Always Be Connected Wherever You Are
Productivity Tools
Universal Inbox
Business Insights
Mobile App
iOS &
Android
Knowled...
Get Started with Awesome Customer Service
• Maximize Your Time with Productivity Tools
• Catch Every Customer Interaction ...
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Desk.com Overview

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Desk.com helps small businesses and growing support teams create the Happiest Customers on Earth. Our all-in-one customer support app has everything a small business needs to provide awesome customer service in the cloud. There are thousands of companies using Desk.com, from household names like Square and Instagram to the burrito shop down the street. Desk.com is the Service Cloud for Small Business, one of the leading service and support solutions from Salesforce.com.

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  • Key Takeaway:
    Take you on a journey and show you how to connect with customers in a whole new way. We will talk about the opportunity, how Salesforce can get you there and customer examples of the benefits.

    Talk Track:
    Hello, my name is ____. Today, I am going to take you on a journey and show you how to connect with your customers in a whole new way. Through new social, mobile, and connected cloud technologies, I want to show you how companies are creating the Internet of Customers.

    To do this, I am going to tell you a little about Salesforce.com and then I’m going to tell you some stories about how customers like Caterpillar, GE, and Stanley Black and Decker are connecting to customers by connecting apps, devices and people together.
  • Key Takeaway:
    Meeting customer expectations of support as a small business is even harder without big company resources.

    ACTION: Provide relevant customer example

    Talk Track:
    Small businesses have some very unique customer service needs. They are literally over-run with customer service requests, oftentimes lack the processes and systems needed to act on these requests and have limited resources to solve this problem. These problems ultimately result in unhappy customers.

    Dive into more detail as needed:
    Overwhelming Customer Demand – no social engagement, no mobile support, lack of self-service
    95% of Facebook Brand Posts go Unanswered
    71% of Twitter Complaints Not Answered
    88% of people unlikely to buy from brands that ignore their complaints online
    Sources: SocialBakers “Companies Respond to Just 5% of Questions on Facebook”; Sysomos “Replies and Retweets on Twitter”
    Lack of Structure & Processes – Customers fall through the cracks, no single knowledge source, no consistent correct answers, not connected to any other data
    Limited Budget & IT Resources – No substantial budget to solve this problem, no IT resources to set it up, and no clear sense of which employees will take on the support role because employees wear many hats
  • Key Takeaway:
    The answer to your problem is Desk.com, designed for fast-growing companies and built for speed.

    ACTION: Showcase the awesome

    Talk Track:
    Which is why we built Desk.com. Desk.com is an all-in-one customer service application specifically designed for the needs of small businesses. This app contains all the service features a small support team needs to provide quality customer service anytime, anywhere. With the tools to make every agent instantly productive, the ability to provide support on every channel, and connect and grow as a company, Desk.com is built for speed so fast-growing companies can deliver customer service in seconds.
  • Key Takeaway:
    Meeting customer expectations of support as a small business is even harder without big company resources.

    ACTION: Provide relevant customer example

    Talk Track:
    Small businesses have some very unique customer service needs. They are literally over-run with customer service requests, oftentimes lack the processes and systems needed to act on these requests and have limited resources to solve this problem. These problems ultimately result in unhappy customers.

    Dive into more detail as needed:
    Overwhelming Customer Demand – no social engagement, no mobile support, lack of self-service
    95% of Facebook Brand Posts go Unanswered
    71% of Twitter Complaints Not Answered
    88% of people unlikely to buy from brands that ignore their complaints online
    Sources: SocialBakers “Companies Respond to Just 5% of Questions on Facebook”; Sysomos “Replies and Retweets on Twitter”
    Lack of Structure & Processes – Customers fall through the cracks, no single knowledge source, no consistent correct answers, not connected to any other data
    Limited Budget & IT Resources – No substantial budget to solve this problem, no IT resources to set it up, and no clear sense of which employees will take on the support role because employees wear many hats
  • Key Takeaway:
    Meeting customer expectations of support as a small business is even harder without big company resources.

    ACTION: Provide relevant customer example

    Talk Track:
    Small businesses have some very unique customer service needs. They are literally over-run with customer service requests, oftentimes lack the processes and systems needed to act on these requests and have limited resources to solve this problem. These problems ultimately result in unhappy customers.

    Dive into more detail as needed:
    Overwhelming Customer Demand – no social engagement, no mobile support, lack of self-service
    95% of Facebook Brand Posts go Unanswered
    71% of Twitter Complaints Not Answered
    88% of people unlikely to buy from brands that ignore their complaints online
    Sources: SocialBakers “Companies Respond to Just 5% of Questions on Facebook”; Sysomos “Replies and Retweets on Twitter”
    Lack of Structure & Processes – Customers fall through the cracks, no single knowledge source, no consistent correct answers, not connected to any other data
    Limited Budget & IT Resources – No substantial budget to solve this problem, no IT resources to set it up, and no clear sense of which employees will take on the support role because employees wear many hats
  • Key Takeaway:
    Meeting customer expectations of support as a small business is even harder without big company resources.

    ACTION: Provide relevant customer example

    Talk Track:
    Small businesses have some very unique customer service needs. They are literally over-run with customer service requests, oftentimes lack the processes and systems needed to act on these requests and have limited resources to solve this problem. These problems ultimately result in unhappy customers.

    Dive into more detail as needed:
    Overwhelming Customer Demand – no social engagement, no mobile support, lack of self-service
    95% of Facebook Brand Posts go Unanswered
    71% of Twitter Complaints Not Answered
    88% of people unlikely to buy from brands that ignore their complaints online
    Sources: SocialBakers “Companies Respond to Just 5% of Questions on Facebook”; Sysomos “Replies and Retweets on Twitter”
    Lack of Structure & Processes – Customers fall through the cracks, no single knowledge source, no consistent correct answers, not connected to any other data
    Limited Budget & IT Resources – No substantial budget to solve this problem, no IT resources to set it up, and no clear sense of which employees will take on the support role because employees wear many hats
  • Key Takeaway:
    Meeting customer expectations of support as a small business is even harder without big company resources.

    ACTION: Provide relevant customer example

    Talk Track:
    Small businesses have some very unique customer service needs. They are literally over-run with customer service requests, oftentimes lack the processes and systems needed to act on these requests and have limited resources to solve this problem. These problems ultimately result in unhappy customers.

    Dive into more detail as needed:
    Overwhelming Customer Demand – no social engagement, no mobile support, lack of self-service
    95% of Facebook Brand Posts go Unanswered
    71% of Twitter Complaints Not Answered
    88% of people unlikely to buy from brands that ignore their complaints online
    Sources: SocialBakers “Companies Respond to Just 5% of Questions on Facebook”; Sysomos “Replies and Retweets on Twitter”
    Lack of Structure & Processes – Customers fall through the cracks, no single knowledge source, no consistent correct answers, not connected to any other data
    Limited Budget & IT Resources – No substantial budget to solve this problem, no IT resources to set it up, and no clear sense of which employees will take on the support role because employees wear many hats
  • Key Takeaway:
    Meeting customer expectations of support as a small business is even harder without big company resources.

    ACTION: Provide relevant customer example

    Talk Track:
    Small businesses have some very unique customer service needs. They are literally over-run with customer service requests, oftentimes lack the processes and systems needed to act on these requests and have limited resources to solve this problem. These problems ultimately result in unhappy customers.

    Dive into more detail as needed:
    Overwhelming Customer Demand – no social engagement, no mobile support, lack of self-service
    95% of Facebook Brand Posts go Unanswered
    71% of Twitter Complaints Not Answered
    88% of people unlikely to buy from brands that ignore their complaints online
    Sources: SocialBakers “Companies Respond to Just 5% of Questions on Facebook”; Sysomos “Replies and Retweets on Twitter”
    Lack of Structure & Processes – Customers fall through the cracks, no single knowledge source, no consistent correct answers, not connected to any other data
    Limited Budget & IT Resources – No substantial budget to solve this problem, no IT resources to set it up, and no clear sense of which employees will take on the support role because employees wear many hats
  • Transcript of "Desk.com Overview"

    1. 1. Becca Krass Product Marketing
    2. 2. Small Companies Face Tough Support Challenges How do you catch every customer request? How do you make the most of your valuable time? How do you get insights into your business? Where is the most current information? How do I stay connected out of the office?
    3. 3. All-in-One Support App For Small & Growing Companies Support on Every Channel Social Support Case Management Self- Service Mobile Access Simple Setup Knowledge Base Multilingual Support Business Insights Instant Productivity Connect & Grow Deliver Customer Service in Seconds
    4. 4. Boost Productivity and Respond to Customers Faster How do you make the most of your valuable time? Productivity Tools
    5. 5. Bring Cases from Every Channel into a Single Interface How Do You Catch Every Customer Request? Productivity Tools Universal Inbox
    6. 6. Answer Every Question Consistently and Correctly Productivity Tools Where is the most current information? Knowledge Base Universal Inbox
    7. 7. Make Better Decisions with Current Reports & Dashboards Productivity Tools Knowledge Base Business Insights Universal Inbox
    8. 8. Always Be Connected Wherever You Are Productivity Tools Universal Inbox Business Insights Mobile App iOS & Android Knowledge Base
    9. 9. Get Started with Awesome Customer Service • Maximize Your Time with Productivity Tools • Catch Every Customer Interaction with a Multi-Channel Universal Inbox • Provide Consistent, Correct Answers with your Knowledge Base • Make Better Decisions with Business Insights • Always Be Connected with the Mobile App support.desk.com www.desk.com/register
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