Service Cloud: The Service Platform for the Internet of Customers


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With Service Cloud, customers, service agents, and employees across your whole company use a customer platform to engage and resolve issues faster for the always on, always connected customer. Join key customers to see how the most successful organisations are increasing customer satisfaction and loyalty with the world's number one customer service application.

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  • Dramatic shift in powerCausing businesses to shift how they view service. Service is moving away from being seen as just a department in the company to a culture, a company philosophy, Service is being seen as something all the employees across the company need to be able to deliver.
  • Before I begin, just a word from our lawyers.  This is our safe harbor statement which if you cannot read, you can find on our website.  Any purchasing decisions you make should be made based on currently available technology.
  • … we are listening
  • Today, the devices, networks and computers we use to to connect are all changing. And this is critical because business is moving faster as well. And we’re all connected – across our companies, with partners, and with customers. The Internet of Customers redefines how we sell to…and even WITH customers.
  • But now I want to explain what that means for Service. And show you how Service Cloud can do these three things:Deliver Frictionless ServiceTransform Your Support Org – thrive but survivieEmbed Service Everywhere – so service is pervasive, in the apps and devices your customers have with them
  • Service Cloud APIs can enable you to bridge that gap so you can embed service in all the apps, devices, and products you’re using.DEWALTEmbedding service in apps is important
  • But it’s also critical to embed service in all of your employees. I talked earlier about customer service becoming a company philosophy and something all employees need to do.The Salesforce1 Mobile app does that- it enables all of your employees, no matter where they sit in the organization to deliver service. Sales Reps in the field, for example, can access Cases before they walk into a meeting to see if that customer has any open cases. And if the customer does, he can try to help him before he tries to sell him. Conversely, if an issue is identified in the meeting, as often happens, the rep can log a case right there and kick off support. Doesn’t have to wait till he’s back to his desk.And managers, managers who love their data can access those real-time reports and dashboards from the palm of their hand.So that has been a brief overview of how you can deliver Frictionless Service, Transform Your Support Org, and Embed Service Everywhere. A great customer who exemplies many of these things is the Australia Post. I’m thrilled to introduce Brady Jacobsen
  • Service Cloud: The Service Platform for the Internet of Customers

    1. 1. Service Platform to Engage Customers Everywhere /servicecloud @servicecloud Corinne Roberts Product Marketing, Service Cloud
    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, 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 products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of, 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., inc. assumes no obligation and does not intend to update these forward-looking statements.
    3. 3. We’re Listening … 100+ Features Delivered Touch Cases New Knowledge for Mobile Console MetadataAPI ChatterAnswers for Developers Knowledge Usage Tracking Salesforce Communities for Service Ideas in Salesforce Communities for Service Idea Reputation Idea FileAttachments Customer PublisherActions Knowledge One [Beta] SmartArticle Links LiveAgent Sessions Reporting Whisper Coaching Reply to Questions with Email Custom ChatterAnswers Page RichText in ChatterAnswer Replies Activity History “Like” Comments Mobile Case Feed Social Publisher (Pilot) Social Posts in Case Feed (Pilot) Recurring Milestones Entitlement Versioning Milestone Tracker Automated Chat Invitations Critical Wait CustomizableAgent Name
    4. 4. Helping Customers Succeed Across All Metrics +37%increased customer satisfaction Source: Customer Relationship Survey conducted March 2013, by an independent third-party, Confirmit Inc., on 5,200+ customers randomly selected. Response sizes per question vary.
    5. 5. 50B Connected Products New Ways to Engage Your Customers 1T Connected Sensors Social Mobile ConnectedCloud 4.5B Aggregate Social Users 5B Smartphones by2017
    6. 6. How do you engage your customers everywhere?
    7. 7. The Salesforce1 Customer Platform: Service Platform to Engage Customers Everywhere Transform your sales, service & marketing Connect all your apps Connect all your devices Connect your customer data Frictionless Service Transform Your Support Organization Embed Service Everywhere Service Cloud
    8. 8. Frictionless Service Transform Your Support Organization Embed Service Everywhere Social  Mobile  Connected  Cloud
    9. 9. Help Customers Help Themselves and Each Other Make service effortless for your customers Unify self-service and community experience Automatically escalate unanswered posts to agents Mobile access to Cases, Communities, Knowledge, and Live Chat +31% Increase in case deflection
    10. 10. Engage Customers Live with Chat and Co-Browse Provide support in context with instant agent support View customers’ screens in real- time, on any device Live on-screen annotation Manage multiple chats concurrently Store full chat transcript
    11. 11. Transform Your Support Organization Embed Service Everywhere Social  Mobile  Connected  Cloud Frictionless Service
    12. 12. Deliver the Next Generation Agent Experience +40% Increase in agent productivity Empower agents to deliver fast, accurate answers A single interface for every channel of service Embedded Knowledge base serves contextual answers Multi-monitor support for maximum screen real-estate Intuitive and configurable UI
    13. 13. Gain a 360 Degree View of Your Customer Understand your customer to deliver personalized service Access complete customer profiles to quickly gain insights Pull data from 3rd party applications See all historical interactions with a customer Automatically prioritize important cases
    14. 14. Monitor Real-time Service Metrics from Anywhere 35% Decrease in support costs Gain real-time insights into support metrics from any device Configure reports and dashboards without IT help Customize reports on the fly to make decisions more quickly Receive notifications when metrics reach specific thresholds Optimize your support infrastructure
    15. 15. Transform Your Support Organization Embed Service Everywhere Social  Mobile  Connected  Cloud Frictionless Service
    16. 16. Embed Service Everywhere with Service Cloud APIs Make service effortless for your customers 10X more APIs Service is part of every app & product Provide customers with 1 touch service everywhere
    17. 17. Access the Collective Intelligence of Your Company New Case Escalate Case Close Case Reassign Case Open Work Order Update Severity Deliver whole company support with Salesforce1 Mobile App Managers: Make key business decisions on the go Employees: Collaborate to solve cases faster Agents: View complete case history from anywhere
    18. 18. All-in-one Service App For Growing Support Teams Customize reports for actionable insights Solve customer support cases on any channel Analyze agent performance by channel, product, or service line Engagement Console Business Insights Business Insights