0
Support Your Customers
While Growing Fast
Kate Mirkin
Desk.com Product Marketing
@kate_shm8
Safe Harbor
Safe harbor statement under the Private Securities Litigation Reform Act of 1995:
This presentation may contai...
Customer Expectations of Support has Changed
Fragmented Inconsistent Frustrating Seamless Fast Effortless
Customers will spend more with
a company because of positive
customer service experiences
75%
Satisfied Customers Are More...
Small Teams Face Amplified Engagement Challenges
Overwhelming
Customer Demand
Limited Budget &
IT Resources
Lack of Struct...
All-in-One Customer Support App For Growing Companies
Support on Every Channel
Social
Support
Case
Management
Self-
Servic...
Customer Service for Any Business, Any Industry, Anywhere
Improve Customer Satisfaction Across Every Metric
Faster Response
to Customers
+42%
Source: Desk.com Customer Survey condu...
Satisfy the Need for Speed: Fewer Reps Close More Cases
Easy out-of-the-Box configuration
Make agents more efficient with
...
•  Travel booking app for iPhone, iPad, Android
•  Rapid expansion to 150 destinations in 16 countries with 6 million down...
Keara Cho
Desk.com Product Marketing
Tom Beck
Technical Author/
Customer Service Manager
Be Bigger Than You Are: Multi-Channel Support & Self-Service
Multi-channel support: email, phone,
chat, web, and social
He...
Keara Cho
Desk.com Product Marketing
Alicia Manifold
Global Operations Manager
@aliciamanifold
Track, Measure, and Adjust Quickly with Business Insights
Identify the metrics that define
success for your business
Measu...
Keara Cho
Desk.com Product Marketing
Simon Hade
Co-founder & COO
@spaceapegames
Thousands of Fast-Growing Businesses Use Desk.com
Technology Helps Small Businesses Scale and Grow Quickly
Loyal Customers
Acquire
Retain
Convert
Reach
Happy Customers
Start a Free Trial for the All-in-One Support App
Satisfy the Need for Speed
Be Bigger Than You Are
Track, Measure, and Ad...
Tom Beck
Technical Author/
Customer Service Manager
Simon Hade
Co-Founder & COO
@spaceapegames
Alicia Manifold
Global Oper...
GIVE US YOUR FEEDBACK
and we’ll buy you a cup of coffee
Complete session surveys at the registration kiosks
and receive a ...
Salesforce1 World Tour London: Desk.com: Support your customers while growing fast
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Salesforce1 World Tour London: Desk.com: Support your customers while growing fast

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When it comes to customer service, your customers don't want to wait, and neither do you. Learn how fast-growing companies and small businesses get a head start on support with easy out-of-the-box functionality that lets you solve problems and respond to your customers on any channel. Hear from local customers to understand how they have made customer service their competitive advantage and the key to creating loyal customers

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Transcript of "Salesforce1 World Tour London: Desk.com: Support your customers while growing fast"

  1. 1. Support Your Customers While Growing Fast Kate Mirkin Desk.com Product Marketing @kate_shm8
  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 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.
  3. 3. Customer Expectations of Support has Changed Fragmented Inconsistent Frustrating Seamless Fast Effortless
  4. 4. Customers will spend more with a company because of positive customer service experiences 75% Satisfied Customers Are More Loyal & Spend More Source: Most Companies Fai Customer Service Test, Michael Hess http://www.cbsnews.com/news/most-companies-fail-customer-service-test/
  5. 5. Small Teams Face Amplified Engagement Challenges Overwhelming Customer Demand Limited Budget & IT Resources Lack of Structure & Processes Unhappy Customers Inconsistent experience Limited engagement No single source of knowledge No personalization No cost-effective solutions No connection to other systems Stuck in slow motionService friction Customers fall through the cracks
  6. 6. All-in-One Customer Support App For Growing Companies Support on Every Channel Social Support Case Management Self- Service Mobile Access Simple Setup Knowledge Base Multilingual Support Business Insights Fast Setup, Instant Productivity Insights for Business Agility
  7. 7. Customer Service for Any Business, Any Industry, Anywhere
  8. 8. Improve Customer Satisfaction Across Every Metric Faster Response to Customers +42% Source: Desk.com Customer Survey conducted February 2014, on,600+ customers randomly selected. Response sizes per question vary. 36%increase in Customer Satisfaction +38% Increase in Agent Productivity Decrease in Support Costs +27% Faster Case Resolution Time +34% Average Percentage Improvements Reported by Desk.com Customers
  9. 9. Satisfy the Need for Speed: Fewer Reps Close More Cases Easy out-of-the-Box configuration Make agents more efficient with productivity tools Automate routing and escalation to improve collaboration
  10. 10. •  Travel booking app for iPhone, iPad, Android •  Rapid expansion to 150 destinations in 16 countries with 6 million downloads in 3 years •  50-100 employees with 28 customer service agents covering 5 languages •  Desk.com deployment time: 3 days 24/7 Personalized Support for World-Class Travelers “Desk.com gives us that beacon of information - the central point for anything support related. ” - Patrick Cheeseman, Head of Customer Support, Hotel Tonight
  11. 11. Keara Cho Desk.com Product Marketing
  12. 12. Tom Beck Technical Author/ Customer Service Manager
  13. 13. Be Bigger Than You Are: Multi-Channel Support & Self-Service Multi-channel support: email, phone, chat, web, and social Help your customers help themselves with self-service support Manage content to stay current and relevant
  14. 14. Keara Cho Desk.com Product Marketing
  15. 15. Alicia Manifold Global Operations Manager @aliciamanifold
  16. 16. Track, Measure, and Adjust Quickly with Business Insights Identify the metrics that define success for your business Measure agent performance Identify important trends and escalate throughout the company
  17. 17. Keara Cho Desk.com Product Marketing
  18. 18. Simon Hade Co-founder & COO @spaceapegames
  19. 19. Thousands of Fast-Growing Businesses Use Desk.com
  20. 20. Technology Helps Small Businesses Scale and Grow Quickly Loyal Customers Acquire Retain Convert Reach Happy Customers
  21. 21. Start a Free Trial for the All-in-One Support App Satisfy the Need for Speed Be Bigger Than You Are Track, Measure, and Adjust Quickly
  22. 22. Tom Beck Technical Author/ Customer Service Manager Simon Hade Co-Founder & COO @spaceapegames Alicia Manifold Global Operations Manager @aliciamanifold
  23. 23. GIVE US YOUR FEEDBACK and we’ll buy you a cup of coffee Complete session surveys at the registration kiosks and receive a $5 Starbucks gift card.
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