Service Platform to Engage Customers Everywhere


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Service Cloud Presentation by Clive Kent @Salesforce Essentials Johannesburg 2014

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Service Platform to Engage Customers Everywhere

  1. 1. Service Platform to Engage Customers Everywhere Clive Kent Commercial Sales South Africa LinkedIn/clivekent Twitter: @clivekent1
  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, 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.
  3. 3. Award-Winning Product Leader Market Leadership Customer SuccessProduct Leadership Leader Customer Engagement Center Leader Social CRM Leader Customer Service Champion Customer Service Management Market Leader 2013 Social BusinessAward #1 Case Management #1 Web Support 34,000+ Companies +25% increase in customer satisfaction +95% increase in customer satisfaction +28% increase in customer satisfaction +200% increase in customer satisfaction Social  Mobile  Connected  Cloud
  4. 4. Helping Customers Succeed Across All Metrics
  5. 5. Today Mobile 100x1x 1,000x10x 1980s Phone 1990s Multi-Channel Web Self-service Expectations of Customer Service Have Changed 2000s Social
  6. 6. Difficult to Engage Customers Everywhere Service Not Everywhere Inconsistent experience Customers not empowered Disconnected systems Outdated systems Siloed support organization Solutions not agile Hard to embed service in products and apps Can’t make decisions on the go Can’t extend service with apps Fragmented Service Channels Service Stuck in the Past Unhappy Customers Embed Service Everywhere Can’t serve customers everywhereService friction Not built for the future
  7. 7. How do you engage customers everywhere?
  8. 8. The Service Platform to Engage Customers Everywhere Engage customers anytime, anywhere Embed service into every product and app Solve cases faster with collaboration 2,000+ AppExchange apps
  9. 9. Deliver the Next Generation Agent Experience Make your agents more productive +40% Increase in agent productivity True multi-channel with cross-channel context and in-channel response Service contracts & entitlements Intuitive and configurable UI Keyboard shortcuts and activity alerts
  10. 10. Put the Right Answers at Agents’ Fingertips Pre-filter articles with advanced dimensional capabilities Design knowledge templates such as How Tos, FAQs, etc. Search external applications with Sunlight Search Close cases faster with the right answer every time +37% Faster case resolution time
  11. 11. Monitor Contact Center Metrics in Real-Time Gain real-time insights into support metrics Configure reports and dashboards without IT help View on any mobile device Optimize and tune your support infrastructure +35% Decrease in support costs
  12. 12. Integration with 80+ telephony systems 100% cloud based Complete softphone capabilities Visual workflow for call scripting Instantly Recognize Your Customers on the Phone Close cases faster with automated phone support
  13. 13. Empower Customers to Help Themselves Maintain public knowledge base Share cases, orders, and contracts securely Escalate to the contact center automatically with My Cases Create branded experiences Increase satisfied self-service resolutions +31% Increase in call deflection
  14. 14. Interact with Customers Over Web Chat Manage multiple chats concurrently Attach knowledge articles Auto-type common fragments Store full chat transcript Delight customers with instant agent support
  15. 15. Connect with Customers on Any Device Deliver fast answers with mobile knowledge right from within your mobile app or website Increase engagement with mobile communities Escalate to an agent in real-time with mobile chat Improve productivity with mobile case information for field agents Increase satisfaction by servicing customers anywhere +37% Increase in customer satisfaction
  16. 16. An Interview with Worldview Technologies
  17. 17. Service Cloud Quick Demonstration