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Deliver the Future of Customer Service Today with Service Cloud

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Customer experience is overtaking product and price as the #1 brand differentiator. How is your company leveraging this industry change? The most successful organisations are using Service Cloud to transform their businesses with a service-first strategy. Prepare your organization for the future and drive customer satisfaction by delivering more personalised service in a smarter and faster way than ever before. Watch a demo: http://sfdc.co/Gpfiw

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Deliver the Future of Customer Service Today with Service Cloud

  1. 1. Deliver the Future of Customer Service. Today. Micah Joel Principal Solution Engineer mjoel@salesforce.com Paul Baptist Master Solution Engineer @paulbaptist pbaptist@salesforce.com
  2. 2. 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 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, 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, 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-K for the most recent fiscal quarter. This document and others 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 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. Source: Customers 2020 Report “Customer experience has overtaken price and product as the key brand differentiator.” Price Product Customer Experience #1 The Future is All About Customer Experience
  4. 4. The Customer Experience Gap Yesterday’s Customer Service Solutions Your Customers Not built for mobile Personalised: want answers wherever they are, in context Smarter: want the right answers the first time Faster: needs constantly evolving Disconnected customer data Not built for speed
  5. 5. Your Customers Have to Make an Effort Making a complaint Resolving a technical Issue Changing customer details Making a general inquiry Making a billing inquiry Purchasing a product or service 89% 77% 69% 63% 61% 51% Source: Fifth Quadrant Customer Experience Strategy and Research
  6. 6. SALES IS SERVICE
  7. 7. Customers Will Spend More with You 61% 16% 7% 5% 1% 3% 10% More 30% More 50% More 75% More 100% More 20% More Source: Fifth Quadrant Customer Experience Strategy and Research
  8. 8. SERVICE IS SALES
  9. 9. Deliver the future of customer service. Today. Introducing the New Service Cloud Personalised service Smarter support Start faster S1 MobileAnalyticsConsole Desk1 Service CommunitiesSOS for Apps Salesforce Platform
  10. 10. Introducing the New Desk.com Fast to Get Started: Get up and running in a day Fast to Connect: Engage customers on all channels Fast to Grow: Seamless transition to Service Cloud Fastest path to growing your service Faster
  11. 11. Deliver the Future of Customer Service. Today. Smarter Support Personalised Service Start Faster
  12. 12. +40% increased 
 customer
 satisfaction +42% faster case 
 resolution +40% agent
 productivity +39% customer retention +38% Net Promoter Score +40% support cost savings Customers Experiencing Phenomenal Results
  13. 13. Thank you.Thank you

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