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Customer Service the Small Business Way


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Keeping customers happy is essential to growth as a small business. Designed for speed and built for scale, gets your fast-growing company up and running with support in just hours with everything you need to deliver fast, awesome customer service. Productivity tools help agents close cases faster, a user-friendly knowledge base drives consistency and correctness for agents and for self-service support, and how connecting customer service to other critical parts of your business creates a complete 360-degree view of your customers to personalise every interaction.

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Customer Service the Small Business Way

  1. 1. ​ Becca Krass ​ Director of Product Marketing, Customer Service the Small Business Way
  2. 2. 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. Safe Harbor
  3. 3. Every Company Has Customer Service, 100% Every Country Every Industry Every Size Every Business
  4. 4. 78% abandoned a transaction(Source: American Express Survey 2011) 6-7x more expensive to to acquire new customers vs. retain existing ones (Source: White House Office of Consumer Affairs) Customers React Badly to Bad Customer Service 2X more likely to talk about bad experiences vs. good ones(Source: 2012 Global Customer Service Barometer)
  5. 5. Source: Customers 2020 Report “Customer experience has overtaken price and product as the key brand differentiator.” Price Product Customer Experience #1 Future of Customer Service is the Customer Experience
  6. 6. How Does Experience Shape Your Vision of Support? How do I deliver awesome customer service all the time? ​ Customer Experience ​ Agent Experience How do I make amazing service easier for my team? How does support drive growth in my business? ​ Business Experience
  7. 7. Help Customers Help Themselves with Self-Service Customers find their own answers Personalized information Decrease case volume coming to agents Customer
  8. 8. Productivity tools Collaboration Speed Personalized support Optimize for customers Agent console Knowledge base Empower Agents Support Customers Empower Agents to Drive Customer Satisfaction Agent
  9. 9. Support Metrics Inform Better Business Decisions Agent Performance Measure team performance to improve speed and quality of interactions Customer Satisfaction Track customer sentiment over time and adjust processes to improve Support KPIs Aim for service metrics to improve customer & agent experience Business Trends Identify common issues and bring insight to business decisions Business
  10. 10. Agents drown in customer inquiries Customers fall through the cracks Support can’t scale with business Many Growing Support Teams Face Unique Challenges ​ Customer Experience ​ Agent Experience ​ Business Experience
  11. 11. Party On! Customer Service Made Easy
  12. 12. Deliver Fast, Awesome Customer Service with All-in-one customer service app for fast growing companies Integration Multi-brand Support Business InsightsCSAT Knowledge BaseSelf-Service Productivity ToolsMobile Case Management Multi-Channel Support Simple Setup
  13. 13. 27% 34% 38% 39% Faster Case Resolution Time Increase Agent Productivity Faster Response to Customers Increased Productivity Drives Customer Satisfaction Source: Customer Survey conducted February 2014 on 600+ customers randomly selected. Response sizes per question vary. Average Percentage Improvements Reported by Customers 36% Increase in Customer Satisfaction Decrease in Support Cost
  14. 14. Organize Support to Catch Every Customer Request
  15. 15. •  Customizable help center templates optimized for mobile •  Easily upload logos, embed media, and publish articles •  Customers can login to portal for personalized view of own cases •  One knowledge base powers all content for internal and external audiences Help Customers Help Themselves with Self-Service Customer
  16. 16. Enable Happy Agents with Top Productivity Tools Agent ​ Filters ​ Labels ​ Macros
  17. 17. Make Better Decisions with Business Insights •  Out-of-the-box, measure support team and agent performance •  Identify and drill down on feature requests, product issues, and measure the impact of improvements •  Advanced reporting for CSAT, companies, knowledge and customized segmentation Business
  18. 18. Achieve a 360˚ View of Customers with Desk Connect Bi-directional sync with Standard Account, Contact, & Case objects Salesforce Reports & Dashboards Business Insights Salesforce1 Mobile Dashboards
  19. 19. Salesforce Meets Any Customer Support Need
  20. 20. Connect Service to Everything Your Company Does
  21. 21. Start Providing Awesome Customer Service ​ Help customers help themselves ​ Give agents the tools they need to work fast ​ Grow your business with better support insights