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Service Cloud: Transforming Customer Service


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Join us and see how some of the world’s most progressive companies are building great customer connections by delivering outstanding service at every point of the customer interaction. Hear about the latest product offerings, see exciting new demonstrations, and learn how our customers are using the Service Cloud to revolutionise their customer service. Come and see why companies using Salesforce have a 34% higher customer satisfaction level than companies who don’t.

Published in: Technology
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Service Cloud: Transforming Customer Service

  1. 1. Delivering Amazing Service On Every Channel/charliehisaacsin/charlieisaacs@charlieisaacsCharlie IsaacsVP, Service Cloud Strategy
  2. 2. Safe HarborSafe 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 orif any of the assumptions proves incorrect, the results of, inc. could differ materially from the results expressed or implied by theforward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including anyprojections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategiesor plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technologydevelopments 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 forour service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate ofgrowth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completedand 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 historyreselling products, and utilization and selling to larger enterprise customers. Further information on potential factors that couldaffect the financial results of, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterlyreport on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SECFilings 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 andmay not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that arecurrently available., inc. assumes no obligation and does not intend to update these forward-looking statements.
  3. 3. Social Mobile Big Data CommunityApps Cloud TrustCustomer Revolution
  4. 4. Become a Customer CompanyConnect With Your Customers in a Whole New WayConnectedProductsConnectedCustomersConnectedPartnersConnectedEmployees
  5. 5. The Evolution of Customer Service100x1x 1,000x10x1980sPhoneTodayMobile1990sMulti-Channel2000sSocial
  6. 6. Conversations Are Exploding340 milliontweets/day2.7 billionFacebook posts/dayBillionsof blogs &communities
  7. 7. Unfortunately, Most Companies Not RespondingSources: SocialBakers “Companies Respond to Just 5% of Questions on Facebook”; Sysomos “Replies and Retweets on Twitter”Twitter ComplaintsNot Answered71%Facebook BrandPosts Not Answered95% 88 percent ofpeople unlikely tobuy from brandsthat ignore theircomplaints online.“ “
  8. 8. Your Customers Are More Mobile Than EverTabletsSmartphonesLaptopsDesktop1.8 BillionMobile Devices by 2014200620102014E2007 2008 20092011 2012 2013E
  9. 9. Legacy Software is Disconnected from CustomersYour customers are socialand mobile……. …but legacy software isn’t
  10. 10. Multi-ChannelServiceIncrease AgentProductivityAmazing CustomerExperiences
  11. 11. The Service Cloud for Small BusinessSimple ∙ Social ∙ MobileSalesforce PlatformSocialSupportBusinessInsightsMobileAccessSimpleSetupCaseManagementSelf-Service
  12. 12. And for Larger Companies:Deliver Amazing Service EverywhereAgentConsoleKnowledgeBaseAnalyticsAgentCollaborationSocial Service CloudTouchMobileChatService CloudCommunitiesMobileCo-BrowsingSalesforce Platform
  13. 13. Deliver the Next Generation Agent ExperienceMake your agents more productive+40%Increase in agent productivityTrue multi-channel with cross-channel context and in-channel responseService contracts & entitlementsIntuitive and configurable UIKeyboard shortcuts and activity alerts
  14. 14. Connect Agents to Experts with CollaborationCollaborate in real time on any caseEscalate cases to the right expertDiscuss cases with customers in groupsView full discussion historyMake every agent an expert+37%Faster case time resolution
  15. 15. Put the Right Answers at Agents’ FingertipsPre-filter articles with advanced dimensional capabilitiesDesign knowledge templates such as How Tos, FAQs,etc.Search external applications with Sunlight SearchClose cases faster with the right answer every time+37%Faster case resolution time
  16. 16. Monitor Contact Center Metrics in Real-TimeGain real-time insights into support metricsConfigure reports and dashboards without IT helpView on any mobile deviceOptimize and tune your support infrastructure+35%Decrease in support costs
  17. 17. Integration with 80+ telephony systems100% cloud basedComplete softphone capabilitiesVisual workflow for call scriptingInstantly Recognize Your Customers on the PhoneClose cases faster with automated phone support
  18. 18. Respond Accurately to Every EmailCreate and assign cases from incoming emailDynamic template selectionEmbed knowledge articlesAuto-type common responsesLower costs with high-volume email support
  19. 19. Empower Customers to Help ThemselvesMaintain public knowledge baseShare cases, orders, and contracts securelyEscalate to the contact center automatically with MyCasesCreate branded experiencesIncrease satisfied self-service resolutions+31%Increase in call deflection
  20. 20. Interact with Customers Over Web ChatManage multiple chats concurrentlyAttach knowledge articlesAuto-type common fragmentsStore full chat transcriptDelight customers with instant agent support
  21. 21. Gain a Complete View of Your CustomerGain insight across transactional and social informationUnderstand your customer’s sentiment for personalizedserviceFlag potential service issues before they snowballGet a deeper understanding of your customer
  22. 22. Engage Customers Over Social NetworksListen to conversations across 200 millionsocial channelsFilter to only actionable posts that needfollow-upProactively respond in the social channel ofthe customer’s choiceAnalytics to monitor social sentiment andshare of voiceDelight customers with proactive support+34%Increase in customer retention
  23. 23. Harness Customer Expertise in Social CommunitiesCreate branded Q&A and ideation communitiesUnify self-service and community experienceEscalate unanswered posts to the contact centerCrowdsource expertise from the communityBuild loyalty while letting customers help each other+31%Increase in call deflection
  24. 24. Connect with Customers on Any DeviceDeliver fast answers with mobile knowledge right fromwithin your mobile app or websiteIncrease engagement with mobile communitiesEscalate to an agent in real-time with mobile chatImprove productivity with mobile case information forfield agentsIncrease satisfaction by servicing customersanywhere+37%Increase incustomer satisfaction
  25. 25. Flexibility for Your Growing BusinessIntegrate with back-office applicationsExtend your service process to meet your needsAutomate service processes and workflowsInnovate with enterprise security, reliability andscaleERPAnySystem71 billion+Transactions per quarter
  26. 26. Leader in the Gartner MQ: Customer EngagementCenters
  27. 27. Market LeadersMarket Leadership Product Leadership Market LeadershipLeader Contact CenterLeader Social CRMLeader Customer ServiceChampion CustomerService ManagementMarket Leader#1 Case Management#1 Web Support34,000Customers
  28. 28. Shifting Priorities of Customer Service OrganizationsSource: “The Future of Customer Service.” Forrester Consulting commissioned by, July 2012.VP CustomerServiceCMOCIO92%Customer SatisfactionFirst ContactResolutionAverage Speed of AnswerService Level AdherenceAgent Handle Time
  29. 29. Helping Customer Succeed Across All Metrics+37%Source: Customer Relationship Survey conducted March, 2012, by an independent third-party,MarketTools Inc., on 5,500+ customers randomly selected. Response sizes per question vary.AgentProductivity+40% Decrease inSupportCosts+36% +37%CustomerRetention+34%First CallResolutionIncreasedcustomersatisfaction
  30. 30. Service Cloud Demo Time!
  31. 31. Introducing Micah JoelService Cloud Guru
  32. 32. The Customer: Jack Martin• Age: 44• Lives in North Sydney• Early majority tech adopter• CEO of United IndustriesThe Company: Nimbus Corp• Founded in: 2006• Primary Product: Tablets• Service Goal: Customer LoyaltyThe Product: Nimbus Tablet• Model: Nimbus One• Purchased: Late 2012• Service: 2-year data planOur Customer Journey Begins…
  33. 33. Michael EdwardsGeneral Manager, Product & Technology
  34. 34. Questions?
  35. 35. With thanks to our sponsorsDIAMONDSPONSORSPLATINUM