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Salesforce make service easy

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Slides from Service Excellence Event

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Salesforce make service easy

  1. 1. Make service easy for your customers & Maximise your agent productivity ​ Chet Chauhan ​ Vice President Product Management - Service Cloud ​ Dave Thomson ​ Principal Solution Engineer – Service Cloud ​ 
  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 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 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. Salesforce.com, inc. assumes no obligation and does not intend to update these forward- looking statements. Safe Harbor
  3. 3. Connect with Your Customers in a Whole New Way Systems of Record Systems of Engagement
  4. 4. “Customer experience has overtaken price and product as the key brand differentiator.” Price Product Customer Experience #1 Source: Customers 2020 Report The Future isAllAbout Customer Experience
  5. 5. The Customer Experience Gap Yesterday’s Customer Service Solutions Your Customers Not built for mobile Personalized: 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
  6. 6. Deliver the future of customer service. Today. Introducing The New Service Cloud Personalized service Smarter support Start faster S1 MobileAnalyticsConsole Desk1 Service CommunitiesSOS for Apps
  7. 7. Four Pillars of Great Customer Service Omni-Channel Success Make it easy: mobile, social, self service, communities Guide to the best channel Continue the conversation across channels Agent Insight and Context Universal agent desktop Complete customer history Consistent cross channel tools and collaboration Service Intelligence Predictive tools Embedded Analytics Next issue avoidance Empower Agents Deliver personalized service Swarm and collaborate Gamification
  8. 8. The Future of In-App Support Is Here Embedded SOS button Embedded SOS button Video Chat Screensharing and Agent Annotations
  9. 9. Demo SOS
  10. 10. Self-Service & Community Templates Mobile: Responsive design to engage on any device Fast: Brand with drag & drop designer in minutes Connected: to back end customer data for agents to engage in context Personalized
  11. 11. Demo Communities
  12. 12. SmartAgent Console Easy: Drive agent productivity with new, modern layout Fast: Find and deliver the right answers faster with a single agent view Feed-first: Create, manage, and view cases in new Compact Feed to do more with less
  13. 13. Demo Agent Experience
  14. 14. Eurostar Video
  15. 15. The Customer Success Platform ​ Shared services across applications APIs 2,700+ Partner Apps Open Ecosystem Workflow Data & Objects Identity Fast App Dev & Customization AnalyticsCollaborationMobile UI Scalable Metadata Platform Complete CRM Trusted Multitenant Cloud AnalyticsCommunityMarketingSales AppsService
  16. 16. Fastest Path to Success Starts with the Cloud The Salesforce Advantage Focus on Growth & Innovation Faster ROI Continuous security & performance improvement Subscription model Trusted, Multitenant Cloud Three seamless upgrades per year Faster
  17. 17. Salesforce Continues Leadership in Customer Engagement This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Salesforce. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. Magic Quadrant for CRM Customer Engagement Center April 27th, 2015 Analyst: Michael Maoz, Jim Davies Gartner has positioned salesforce.com highest for ability to execute and furthest for completeness of vision in the Leaders quadrant Source: Gartner (April 2015)
  18. 18. Helping Customers Succeed Across All Metrics Decrease in Support Costs Faster Case Resolution 42%+ 39%+ Customer Retention Agent Productivity 40%+40%+ Customer Satisfaction 40%+ Source: Salesforce Customer Relationship Survey conducted March 2014 - May 2014, by an independent third-party, Confirmit Inc., on 4,100+ customers randomly selected. Response sizes per question vary. Average Percentage Improvements Reported by Salesforce Customers 38%+ Net Promoter Score
  19. 19. Thank you

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