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5 Best Practices to Build a Scalable
Customer Experience
Meredith Sain
Manager, Product Marketing
Elvis Greer
Senior Manag...
Forward-Looking Statements
​Statement under the Private Securities Litigation Reform Act of 1995:
​This presentation may c...
Your Company Can Design & Build a Customer Experience
But Your Customers Decide
How Successful You Are
And Every Interaction, Every Touch Point Has an Impact
Customer Service is the Front Line of Customer
Experience
​Consumers see customer service as a true
test of how a company ...
5 Best Practices to Build a Scalable Customer Experience
#1: Know Your Audience
#2: Remove Obstacles
for Your Customers
#3: Make Customer Experience Everyone’s Responsibility
#4: Connect Support to the Rest of Your Business
ü Contact information
ü Sales
ü Purchase history
ü Billing
ü Shipping
ü C...
#5: Make Better Decisions with Insights
Strategy Only
Goes So Far
Execution Matters
Source: Customers 2020 Report
Customers Prioritize Experience Over Price and Product
“Customer experience has
overtaken pr...
Technology Levels the Playing Field for Small Businesses
Service on Every Channel Automate More Provide Self-Service Answers
Quick Tactics to Kick Start and Optimize Service
Help Customer Faster on Their Channel of Choice
​Make it easy for customers to contact you
​Provide productivity tools to ...
Automate Process for Quicker Response Times
​Assign cases to the right agent instantly
Prioritize important cases or custo...
Provide Self-Service to Help Customers (and Agents)
​Customers have access to answers
anywhere, anytime
​Decrease number o...
Unify the Customer Experience with Every Interaction
Service Agents
Sales People
Your sales team Your support team
Build a Better Customer Experience
Help Customers Faster
Make Better Decisions
Help Customers Help Themselves
Scale as You...
Thousands of Fast-Growing Businesses Rely on Desk.com
Delivering total company support that customers love
​Full company access so everyone can support customers
​Integrates ba...
Learn More About Service at the Salesforce World Tour
​Visit the Keep pod in the SMB Zone
​See us again at 1:15 - SMB Thea...
thank y u
5 Best Practices to Build a Scalable Customer Experience
5 Best Practices to Build a Scalable Customer Experience
5 Best Practices to Build a Scalable Customer Experience
5 Best Practices to Build a Scalable Customer Experience
5 Best Practices to Build a Scalable Customer Experience
5 Best Practices to Build a Scalable Customer Experience
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5 Best Practices to Build a Scalable Customer Experience

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Keeping customers happy and loyal drives growth, but how do you build an amazing customer experience that will scale with your business? Join us to hear five best practices that will help you kick-start and refine your customer experience strategy as well as examples from local small and medium-sized companies that grow faster with a focus on customer service with Desk.com.

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5 Best Practices to Build a Scalable Customer Experience

  1. 1. 5 Best Practices to Build a Scalable Customer Experience Meredith Sain Manager, Product Marketing Elvis Greer Senior Manager, Product Marketing
  2. 2. Forward-Looking Statements ​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 yearand 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. Your Company Can Design & Build a Customer Experience
  4. 4. But Your Customers Decide How Successful You Are
  5. 5. And Every Interaction, Every Touch Point Has an Impact
  6. 6. Customer Service is the Front Line of Customer Experience ​Consumers see customer service as a true test of how a company values their business​76% 2015 Aspect Consumer ExperienceSurvey
  7. 7. 5 Best Practices to Build a Scalable Customer Experience
  8. 8. #1: Know Your Audience
  9. 9. #2: Remove Obstacles for Your Customers
  10. 10. #3: Make Customer Experience Everyone’s Responsibility
  11. 11. #4: Connect Support to the Rest of Your Business ü Contact information ü Sales ü Purchase history ü Billing ü Shipping ü Contracts ü Open opportunities
  12. 12. #5: Make Better Decisions with Insights
  13. 13. Strategy Only Goes So Far Execution Matters
  14. 14. Source: Customers 2020 Report Customers Prioritize Experience Over Price and Product “Customer experience has overtaken price and product as the key brand differentiator.” Price Product Customer Experience #1
  15. 15. Technology Levels the Playing Field for Small Businesses
  16. 16. Service on Every Channel Automate More Provide Self-Service Answers Quick Tactics to Kick Start and Optimize Service
  17. 17. Help Customer Faster on Their Channel of Choice ​Make it easy for customers to contact you ​Provide productivity tools to answer questions quickly ​Share customer context for a personalized experience
  18. 18. Automate Process for Quicker Response Times ​Assign cases to the right agent instantly Prioritize important cases or customers Set expectations for response times
  19. 19. Provide Self-Service to Help Customers (and Agents) ​Customers have access to answers anywhere, anytime ​Decrease number of cases received ​Consistent, accurate answers
  20. 20. Unify the Customer Experience with Every Interaction Service Agents Sales People Your sales team Your support team
  21. 21. Build a Better Customer Experience Help Customers Faster Make Better Decisions Help Customers Help Themselves Scale as You Grow Multichannel support Mobile Apps Productivity Tools Self-Service Portal Knowledge Base Business InsightsOut-of-the-box
  22. 22. Thousands of Fast-Growing Businesses Rely on Desk.com
  23. 23. Delivering total company support that customers love ​Full company access so everyone can support customers ​Integrates backend system with Desk, like Slack ​Saves time with productivity tools Please welcome James Gill
  24. 24. Learn More About Service at the Salesforce World Tour ​Visit the Keep pod in the SMB Zone ​See us again at 1:15 - SMB Theater ​Talk to your Account Executive www.desk.com
  25. 25. thank y u

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