Leveraging Your Customer Service Function to Drive Sales

Leveraging Your Customer Service Function to Drive Sales Steve Brand, Convoq, Inc. Patrick Ream, NextIT Rich Caballero, salesforce.com Track: Service & Support Executives

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Rich Caballero Sr. Director, Service & Support Product Line Audience Survey and Introductions [email_address]

Audience Survey ,[object Object]

Audience Survey ,[object Object],[object Object]

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Introducing Convoq ,[object Object],[object Object],[object Object],[object Object]

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Steve Brand Vice President, Products and Business Development [email_address] Industry Report – Online Support

Online Customer Service and Support Note: only very satisfied/satisfied responses are shown. Question: Thinking about the online customer service inquiries you have made in the past six months, how satisfied have you been with each of the following service options? Source: JupiterResearch

Service Satisfaction Impacts Retention and Acquisition Question: If you were dissatisfied with how a company handled your customer service inquiry, how would that impact your future purchases from that company? (select all that apply) Source: JupiterResearch

Closing the Loop with ConvoqASAP Before… Now… Prospect Customer SFA Prospect HAPPY CUSTOMERS! Customer & Marketing Webinars with Pre-sales support with Sales Demos and Presentations with On demand customer support with

Patrick A. Ream Vice President, Financial Services [email_address] Customer Success Story

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Using Convoq in the Next IT Sales Cycle

Using Convoq in the Next IT Sales Cycle Lead Mgt

Providing High Touch Technical Support Technical Support Skilled engineers that offer customized service that extends beyond a common commodity help desk. Technical Support

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Rich Caballero Sr. Director, Service & Support Steve Brand Vice President, Products & Business Development Patrick A. Ream Vice President, Financial Services QUESTION & ANSWER SESSION

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Leveraging Your Customer Service Function to Drive Sales

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Leveraging Your Customer Service Function to Drive Sales