Delivering Superior Customer Service with Web Chat

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Web chat is growing in popularity as a way to engage with customers on the web. Join us to learn how Salesforce Live Agent can be used to create compelling service experiences in a cost-effective way, allowing customers seamlessly escalate issues from their self-service portal.

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Delivering Superior Customer Service with Web Chat

  1. 1. Service CloudDelivering superior customer experience with web chatJonathan Aniano, Salesforce.com, Director, Product Management@jonanianoin/jonaniano
  2. 2. 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, 2012. This 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.
  3. 3. Jon AnianoDirector, Product Management@jonanianoin/jonaniano
  4. 4. Connect With Your Customers in a Whole New Way Cloud . Mobile . Social
  5. 5. Connect With Your Customers in a Whole New Way Cloud . Mobile . Social
  6. 6. Difficult to delight your customers todayInconsistent Service Low Agent Poor Customer Across Channels Productivity Experiences Unhappy Customers
  7. 7. Service Cloud helps to solve these problems +34% Customer Satisfaction Consistently Higher Agent Amazing Outstanding Productivity Customer Service Experiences +37% +36% +28% Increase in first Higher agent Increase in customer Average Percentage Improvements Reported by Customerscontact resolution productivity retention Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected. Response sizes per question vary.
  8. 8. Web Chat cuts costs and increases customer sat
  9. 9. Live Demo!
  10. 10. Melanie MarcellSr. Manager,Web Strategy & Online Solutions@MMActivision
  11. 11. Activision and Service CloudMulti-channel customer support, knowledge, and portal • #1 Video game publisher • Self-service portal, Q&A community, “Service Cloud allowed us to email & live chat streamline customer service • ~40,000 cases per month interactions and quickly increase • 36% increase in customer customer satisfaction.” satisfaction --Melanie Marcell, Sr. Manager, Web Strategy and Online Solutions
  12. 12. Activision Customer Support Experience
  13. 13. Branding Image Screenshots – “Elite”
  14. 14. Branding Image Screenshots – “Black Ops”
  15. 15. Service Cloud Console – Agent Desktop
  16. 16. Quotes from HAPPY Activision agents!“Less start up time for starting out our day orswitching from phone to chat contacts becauseonly one window is required, as opposed totwo or three.” – Happy Agent #1 “Agents can reduce time because all case documentation can be completed prior to the chat contact concluding. Most of the time spent toward documentation can instead be channeled toward another customer.” – Happy Agent #2
  17. 17. More from MelanieLive Agent implementation highlights • Product-specific branding • Authenticated customer experience “Service Cloud allowed us to • Agent screen pop and Quick Text streamline customer service interactions and quickly increase • Over 1,000 chats per day customer satisfaction.” • Driving volume from phone to chat --Melanie Marcell, Sr. Manager, Web Strategy and Online Solutions
  18. 18. Key Takeaways• Customer experience is king• Agent experience is a close second• Plan for multiple rounds of UAT and iteration
  19. 19. Tariq NagpurwalaTechnology Partner,IT – Sales and Marketing
  20. 20. All about Facebook (in case you didn’t know…) The preeminent social network, headquartered in Menlo Park, uses Service Cloud to help support customers using Facebook’s ad management platform.  955 Million monthly users, 552 Million daily users  ~4,000 Employees  Over $1 Billion in quarterly revenue, mostly from advertising platform  Rapidly expanding advertising products and ad platform  Growing shift toward mobile platform usage
  21. 21. Facebook and Service CloudDelivering customer support and driving ad revenue • Web, email & live chat support • 40 Service Cloud users “Salesforce allows us to rapidly iterate on our customer support • 13% mix of support cases are chat processes and design unique • Service Cloud Console for agents solutions to our unique problems“ - Tariq Nagpurwala, Sr. Manager IT
  22. 22. Let’s see a demo!
  23. 23. Service Cloud Console – Agent View
  24. 24. Live Agent Implementation Details1. Agent Configurations for greetings in each Language1. Support Users assigned to corresponding Language “Skill”2. Chat Buttons to initiate requests for each Language “Skill”
  25. 25. Live Agent Implementation Details1. Agent Configurations for greetings in each Language1. Support Users assigned to corresponding Language “Skill”2. Chat Buttons to initiate requests for each Language “Skill”
  26. 26. Live Agent Implementation Details1. Agent Configurations for greetings in each Language1. Support Users assigned to corresponding Language “Skill”2. Chat Buttons to initiate requests for each Language “Skill”
  27. 27. Live Agent Implementation Details1. Agent Configurations for greetings in each Language1. Support Users assigned to corresponding Language “Skill”2. Chat Buttons to initiate requests for each Language “Skill”
  28. 28. Live Agent Implementation Details1. Agent Configurations for greetings in each Language1. Support Users assigned to corresponding Language “Skill”2. Chat Buttons to initiate requests for each Language “Skill”
  29. 29. Live Agent Implementation Details1. Agent Configurations for greetings in each Language1. Support Users assigned to corresponding Language “Skill”2. Chat Buttons to initiate requests for each Language “Skill”
  30. 30. Iterating to improve the live chat flow (iteration #1)
  31. 31. Iterating to improve the live chat flow (iteration #2)
  32. 32. Iterating to improve the live chat flow (iteration #3) 300% Increase in customers connected to agents after clicking chat
  33. 33. Some metrics (for the metrics people)Average chat duration: 15.95 minutes Increase in customers that successfully requested a chat (data point for each user experience iteration)Shortest chat: .88 minutesLongest chat: 65 minutesAverage agent response time: 41.8 secondsShortest agent response time: 3 secondsLongest agent response time: 120 secondsAverage agent message count: 12.83 messagesLowest agent message count: 2 messagesHighest agent message count: 57 messages
  34. 34. What’s next for Facebook and Live Agent?• Post-chat customer survey • Measure & drive customer satisfaction • Inform future iterations• Enabling Salesforce Knowledge• Additional language support • Turkish language support just went live • More languages coming soon
  35. 35. Key Takeaways• From the Facebook culture: • “Done is better than perfect” • “Move fast and break things”• Let data drive the decisions• Eliminate barriers to chat if possible: • Remove pre-chat form for authenticated customers • Keep chat channel staffed appropriately
  36. 36. Jon Aniano Melanie Marcell Tariq Nagpurwala Salesforce.com Activision FacebookDirector, Product Management Senior Manager, Web Strategy Technology Partner, @jonaniano and Online Solutions IT – Sales and Marketing @MMActivision
  37. 37. Key Takeaways Visit the• From theCall Center Live Facebook culture handbook: • “Done is better than perfect” • “Move fast and break things”• Eliminate barriers to chat (pre-chat form, etc.)

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