Happy Agents = Happy Customers

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Agents spend countless time in front of archaic user interfaces, toggling between multiple systems, and spending hours, if not days searching for information. This leads to frustration and, in turn, poor customer service. Learn how Salesforce customers have created multiple intuitive agent interfaces to increase agent happiness and customer satisfaction.

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Happy Agents = Happy Customers

  1. 1. Happy Agents = Happy CustomersMichael RamseySr. Director Service Cloud
  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 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 intellectual property and other litigation, 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- Q for the most recent fiscal quarter ended July 31, 2012. This 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. Michael RamseySr. Director Service Cloud
  4. 4. Customers are Unhappy with Inconsistent Service Inconsistent Service Facebook Portal Disconnected systems Chat Agents Multiple knowledge bases Web No support for social No support for mobile No interaction context Companies reported 92% decline in customer satisfactionSource: North American Technographics Customer Experience Online Surveys
  5. 5. Hard to Be Productive with Outdated Tools Unproductive Agents Multiple applications and screens Not connected to back-office No single knowledge source No collaboration Agents must use multiple Service Agent Desktop 54% Avge. Handle sources to answer Time inquiries customerSource: Forrester Study
  6. 6. World’s Leading Social Customer Service App www.salesforce.com/service Building great connections through outstanding serviceSocial Agent Multi- Social Partner Service Self-Service Communities Analytics Knowledge CollaborationProfile Console Channel Engagement
  7. 7. Award-winning Product Leader Market Leadership Product Leadership Customer Success Leader Contact Center 32,000+ Companies Leader Social CRM Market Leader +36% increase in customer satisfaction Leader Customer Service #1 Case Management +95% increase in customer satisfaction #1 Web SupportChampion Customer Service Management +28% increase in customer satisfaction +200% increase in first call resolution
  8. 8. Multi-Channel Customer Service PlatformZero footprint universal desktopCloud CTINew features three times a year360° customer viewAgility of force.com platform +34% increase in customer satisfactionSource: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
  9. 9. Service Cloud Console Pinned List Views Hot Keys CTI 4.0 Push Notification API Push Notifications Cross Domain JavaScript API Contextual Detail Components Save User Session Context Suggested Knowledge Open CTI Integration Toolkit JavaScript API Live Agent Navigation Tab Global Event Model Highlight Panel Application Components Interaction Log Contextual Workspace Components Bookmark-able URLs Custom Logos
  10. 10. Amaze Customers with Consistent Service Across ChannelsUniversal agent desktopVoice, email, web, Chat,Communities, socialChannel switching with contextIn-channel response +34% increase in customer satisfactionSource: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
  11. 11. Push Relevant Information in ContextSuggested KnowledgeBack-office IntegrationContextual ComponentsPinned ListsPush Notifications +34% increase in customer satisfactionSource: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
  12. 12. Push Relevant Information in ContextSuggested KnowledgeBack-office IntegrationContextual ComponentsPinned ListsPush Notifications +34% increase in customer satisfactionSource: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
  13. 13. Push Relevant Information in ContextSuggested KnowledgeBack-office IntegrationContextual ComponentsPinned ListsPush Notifications +34% increase in customer satisfactionSource: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
  14. 14. Push Relevant Information in ContextSuggested KnowledgeBack-office IntegrationContextual ComponentsPinned ListsPush Notifications +34% increase in customer satisfactionSource: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
  15. 15. Push Relevant Information in ContextSuggested KnowledgeBack-office IntegrationContextual ComponentsPinned ListsPush Notifications +34% increase in customer satisfactionSource: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
  16. 16. Chris DuarteProject Manager, LegalZoom@TheChrisDuarte
  17. 17. All About LegalZoom LegalZoom is an online legal services company, specializing in serving the legal needs of small businesses and families   Salesforce customer since 2011   Service Cloud, Sales Cloud, Chatter, Customer Portal   12 years in business   3 offices: Los Angeles, San Francisco, Austin
  18. 18. Case Study:Improving the Agent Experience Through Less Clicks•  Increase productivity and efficiency•  Reduce handle times & improve response rate•  Streamlined, intuitive interface designed to follow natural progression of a call•  Less clicks to perform repetitive tasks
  19. 19. Here’s what happened… DEC JAN Go live with Salesforce after 3 month Call Center Agent counts number of implementation cycle clicks needed to send an email
  20. 20. 43
  21. 21. click-o-meterOne Chatter Post Can Make A Difference 4 3 salesforce 2 0 prior CRM•  6-month project focused on reducing clicks•  Focus on improving agent experience and reducing “clickiness”•  Our first step was to validate the user experience•  #LessClicks on Chatter
  22. 22. click-o-meterFEB #LessClicks Project 4 3 0 salesforce 2 0 prior CRM •  Remove close case screen
  23. 23. click-o-meterMAR #LessClicks Project 4 0 3 8 salesforce 2 0 prior CRM •  Pin Contacts to top of search results (Spring ‘12)
  24. 24. click-o-meterAPR #LessClicks Project 3 8 6 salesforce 2 0 prior CRM •  Disable Spell Check Popup & Automatically Expand Timeline (HVCR Spring ‘12)
  25. 25. click-o-meterMAY #LessClicks Project 0 3 6 salesforce 2 0 prior CRM •  Document Delivery Enhancements
  26. 26. click-o-meterAUG #LessClicks Project 1 9 3 0 salesforce 2 0 prior CRM •  Case Wizard
  27. 27. And that is how we went from 43 to 19 clicks
  28. 28. Roadmap•  Move Document Delivery user interface into salesforce•  Hotkeys (Winter ‘13)•  SuperFlow
  29. 29. Derald SueChief Information OfficerInsideTrack
  30. 30. All About InsideTrack InsideTrack is the nations premier provider of student coaching services. Our mission is to improve student engagement, persistence, and success.   Custom Configurations for more than 30 partners, including Columbia University, Penn State University, University of Dayton and Florida State University   Use of both out-of the box configuration and custom development
  31. 31. Email Templates•  Utilize merge fields to send email templates to students•  Emails trigged via Service Console
  32. 32. Roster View•  Coaches can see entire roster in single view•  Dialing initiated by clicking on contact record phone number•  Incoming call screen-pop to contact record
  33. 33. Pinned Lists•  Utilize horizontal and vertical pinned list views (coach preference)•  Ability to quickly see contact detail and continue seeing master roster•  Tabbed browsing in console allows for looking at/working with multiple contacts simultaneously
  34. 34. Custom Meeting UI•  Custom VisualForce UI developed to better align with coach workflow and utilize screen real estate•  Allows coaches to see the most important information and guide them through the meeting process
  35. 35. Dashboard•  Custom Dashboards designed to take large amounts of data and visually represent it in a compelling/actionable way•  Gamification element to set personal goal and drill down for detail
  36. 36. Michael Ramsey Gautam Vasudev Chris Duarte Derald SueSr. Director Service Cloud Product Manger Service Cloud Project Manager CIO
  37. 37. Visit the"Live Call Center

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