Transform Your Customer Service Webinar
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Transform Your Customer Service Webinar

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Achieve customer satisfaction with Service Cloud, ...

Achieve customer satisfaction with Service Cloud,
the #1 customer service application.

On October 22nd we hosted a UK Webinar featuring speakers from salesforce.com & IBB Bank. These are the slides from that session. To view a recording of the session please visit: https://www.salesforce.com/uk/form/webinar/conf/service-webinar-22-10.jsp

To find out more visit http://www.salesforce.com/uk/service-cloud/overview/

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  • 1. Transform your Customer Service Achieve customer satisfaction with Service Cloud, the #1 customer service application Eileen O’Mara Senior AVP, Commercial Sales
  • 2. Speakers • Matt Glover, Change Delivery Manager – IBB • Xabier Ormazabal, Senior Director & Head of UK Marketing – Salesforce.com • Scott Ivell – Principal Sales Engineer • Simon Kelly – Architect, Service Cloud Questions: • Questions box in GoToWebinar on the right or Twitter #servicecloud
  • 3. 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, 2013. 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.
  • 4. Service Everywhere with the Service Cloud
  • 5. Can You Deliver Service at the Speed of Now? Can your customers connect with you anytime, anywhere? Do your agents have tools to effectively engage customers? Do your managers have the right data to make the best decisions?
  • 6. The World’s #1 Customer Service Solution Deliver Service at the Speed of Now with Service Cloud Delight Your Customers Everywhere Social Phone & Email Mobile Selfservice Turn Your Agents into Superheroes Communities Agent Console Knowledge Base Help Your Managers Make Informed Decisions Agent Collaboration Mobile Analytics Motivate & Perform
  • 7. Grow Customer Satisfaction Across Every Major Metric +40% +37% 35% +34% Customer Retention Decrease in Support Costs Faster Case Resolution Agent Productivity +37% Customer Satisfaction Average Percentage Improvements Reported by Customers Source: Salesforce.com Customer Relationship Survey conducted March 2013, by an independent third-party, Confirmit Inc., on 5,200+ customers randomly selected. Response sizes per question vary.
  • 8. Power Every Customer Service Interaction Social Contact Center Self-Service Communities Social Customer Service
  • 9. Service Cloud Powers the Social Contact Center Service Cloud Console Knowledg e Social Profile Collaboration Agent Console Analytic s MultiChannel Business Rules Social Case Management Workflow Improved Agent Productivity  Reduced Cost  Higher Customer Satisfaction
  • 10. Service Cloud Powers Self-Service Communities Mobile Access Social Profile Knowledg e Self-Service Collaboration Communities Partner Service Company and community knowledge  Instant help with Live Agent  Self-service Communities  Mobile Access
  • 11. Service Cloud Powers the Social Conversation Sentiment Monitoring Social Profile MultiChannel Social Monitoring Collaboration Knowledg e Communities Monitor social conversations  Integrated with cases and knowledge  Prioritize social influencers and analyze trends
  • 12. Matt Glover Change Delivery Manager Islamic Bank of Britain
  • 13. Want to Learn More? Visit our Website or speak with your AE https://www.salesforce.com/uk/service-cloud/overview/
  • 14. Upcoming webinars • Find out more about Salesforce Communities: – 29th October @ 9.30 a.m. – Introduction to Salesforce Communities – 31st October @ 3.00 p.m. – Platform Introduction – 7th November @ 3.00 p.m. – Create your own Ideation Community – series of 6 webcasts • Find out more & register here: bit.ly/PlatformSeries
  • 15. Questions? Use Chat on gotowebinar Or Twitter: #servicecloud @eileenomara @xormazabal @salesforce