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Welcome to the Future of Self-Service Communities

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Customers don’t really care who’s answering their questions. As long as they receive the answers they need. So why do we make customers ask questions in multiple places, just to get to the same …

Customers don’t really care who’s answering their questions. As long as they receive the answers they need. So why do we make customers ask questions in multiple places, just to get to the same answer? Join us to discover how new features in the Service Cloud are streamlining self-service, social, and community channels into one single flow—for customers and agents alike.

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  • 1. Heather WatkinsSr. Manager of CustomerCommunities & Programs
  • 2. • Fastest-growing provider of Revenue Performance Management solutions • Customers see 40%+ revenue growth • >1200 customers; 315% YOY growth • Ultra-efficient marketing and sales model • World-class management team • New EMEA HQ to support growing European baseBest Marketing Salesforce - Best Best Marketing Best Marketing and Who’s Who in BtoB Solution Marketing Automation Solution Sales 2.0 Solution
  • 3. Our community needs…• Single portal experience for customers• Matches Marketo’s ease of use• Grows with our needs/ flexible• Unites customers, employees & partners• Deflects cases per customer
  • 4. What We Had… • Didn’t match our brand • Poor user experience • No flexibility or customization • Customers weren’t using it • Not deflecting support cases
  • 5. What We Built… Powered by the Salesforce Platform
  • 6. Results • Questions asked +633% • Community answered questions: 80% • Visits +288%
  • 7. Let’s take a looksee!
  • 8. Ideas since Launch (Dec 2010) • 700+ submitted • 45 “Done!” • 38 “Working On Now”
  • 9. Visitor Statistics • Average answer time: <5 hours • Average time on site: 8 min/visit • 22k visits/month (+300%)
  • 10. Not Half Bad! Visits > 10x Recurring Community per month Visits Participation 50% 84% 50%
  • 11. Number of Searches25,00020,00015,00010,000 5,000 - September October November December January February March April May June
  • 12. Number of Visits20,00018,00016,00014,00012,00010,000 8,000 6,000 4,000 2,000 -
  • 13. Team Effort Education Documentation Marketing Enablement Support Sales Product
  • 14. Secret Sauce • CEO & Executive Support • All-at-once migration • Innovate & Adapt • Beta Community
  • 15. Boosting Community Engagement• Champions Program • Earn points for participation • Doubles as social media advocacy• Get Partners Involved • They have a big stake in success • They need to build reputation• Celebrate Your Employees • Rewards
  • 16. Reward Employee Engagement 25 Points 100 Points 500 Points
  • 17. In Conclusion…• Can’t be an army of one• Requires organizational shift• This will take work!• Revolutionized our business