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Cloudforce Sydney 2012 - Customer Service for the Social Enterprise
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Cloudforce Sydney 2012 - Customer Service for the Social Enterprise


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Learn more about how to delight customers through good service using Service Cloud. …

Learn more about how to delight customers through good service using Service Cloud.

This was a presented during a Breakout Session at Cloudforce Sydney 2012 ( ).

Published in: Technology, Business, Education
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  • 1. Service CloudCustomer Service for the Social Enterprise @TK_SF
  • 2. Session Flow Service Cloud Intro and Overview (10 mins) Product Demo (15 mins) Product Road Map (5 mins) Natalie Savell, Victim Support NZ (15 mins) Questions (10 mins) * Harris Interactive, 2009 Customer Experience Impact Report
  • 3. Safe HarborSafe harbor statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-lookingstatements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptionsproves incorrect, the results of, 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 anyprojections of subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans ofmanagement for future operations, statements of belief, any statements concerning new, planned, or upgraded services ortechnology 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 newfunctionality for our service, our new business model, our past operating losses, possible fluctuations in our operating results andrate of growth, interruptions or delays in our Web hosting, breach of our security measures, risks associated with possible mergersand acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, andmotivate our employees and manage our growth, new releases of our service and successful customer deployment, our limitedhistory reselling products, and utilization and selling to larger enterprise customers. Further information onpotential factors that could affect the financial results of, inc. is included in our annual report on Form 10-K for themost recent fiscal year ended January 31, 2012. This document and others are available on the SEC Filings section of the InvestorInformation section of our Web site.Any unreleased services or features referenced in this or other press releases or public statements are not currently available andmay not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based uponfeatures that are currently available., inc. assumes no obligation and does not intend to update these forward-looking statements.
  • 4. Service Matters More Than Ever 86% of customers will stop doing business with an organization after 1 bad experience* * Harris Interactive, 2009 Customer Experience Impact Report
  • 5. Service Matters More Than Ever 82% of customers will tell their friends about their bad service experience* * Harris Interactive, 2009 Customer Experience Impact Report
  • 6. Increasingly Through Social Channels 24% Shared their unsatisfactory experiences in 2010, a 50% annual growth rate.* Forrester: “Updated 2011: How Consumers Complain About Poor Service”.
  • 7. But People Are Willing to Pay More 56% of consumers are willing to pay 10% for a superior customer experience. 84% of willing to pay 5% more. * Harris Interactive Consumer Survey, 11/12
  • 8. Shifting Service Channels Source: Global Contact Center Benchmarking Report 2011 “Which of the following channels are currently in your contact Center?” N=231
  • 9. Chasm Between Customers and Contact Centers You invested here: But customers are here: Contact Center
  • 10. New Imperatives Social Customer Service “How do I deliver the right “How do I get the right answer answer, quickly and easily?” quickly and easily?” Social • Everything in one place; intuitive • Find answers without calling • Access to knowledge • Ask my peers • Real time access to experts • Empower with knowledge • Build expertise and credibility • Share ideas and feedback
  • 11. Social Customer Service: Agents Always-on Collaboration Collective Knowledge Customer Social Profile … Social Feed UI … … Social Listening & Engagement Dashboards & Analytics
  • 12. Social Customer Service: Customers Connect Anywhere Fast Answers Agent Social Profile Community Engagement Mobile Access
  • 13. Social Customer Service Imperative Happy Agents = Happy Customer Social
  • 14. Social Customer Service Metrics Average Percentage Improvements Reported by CustomersSource: Customer Relationship Survey dated March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected. Response sizes per question vary.
  • 15. Service Cloud Wins in 2012 #1 Case Management Gartner CSS MQ Leader #1 Web Support
  • 16. Product Demo Micah Joel
  • 17. Solutions for Customer Service 1 2 3Collaborative Vision Point #1 Self-ServicePoint #1 Vision Social Vision Point #1Contact Center Communities Engagement Case Management Customer Portal Salesforce for Twitter Contracts and Entitlements Web Chat Salesforce for Facebook Web Chat My Cases Radian6 Social Hub Email Management Communities Social Analytics Call Scripting Knowledge Analytics
  • 18. Collaborative Contact Center Phone Multi-Channel Agent Console Social Live Chat Multichannel Service Email ResponseUniversal Agent Desktop Proactive Knowledge Social Case ManagementSocial Case Management Advanced Routing Summer Winter Spring
  • 19. Self Service Communities Community Management : Designer / Platform Community Customer Chatter Platform Customer Chatter Social Integration Summer Winter Spring
  • 20. Social Engagement Radian6 for Service Cloud Social Rules Hub Twitter Facebook Social Case Management Blogs & Communities Summer Winter Spring
  • 21. Natalie Savell
  • 22. Victim Support and Staff1000 Volunteer Workers150 Paid Staff60,000 Incidents per year110,000 Victims190,000 Support Actions
  • 23. Whats Next? Building community Making a trust and positive recognition difference for victims Simple Systems
  • 24. Questions
  • 25. Don’t Forget to Submit Your Survey!Stop by the registration kiosks to complete your sessionsurveys. We have 200 KeepCups to give away as well as the chance to win a $500 iTunes voucher! Thank you! NSW Permit No. LTPS/12/05010