Cloudforce Essentials 2012 - Transform Customer Service with Service Cloud
Transform Customer Service with Service Cloud
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Service Matters More Than Ever 89% of customers began doing business with a competitor following a poor customer experience* * Harris Interactive, 2011 Customer Experience Impact Report
Word of Mouth 9-10 friends that customers will tell about their bad service experience* * Source: the White House Office of Consumer Affairs, Washington, DC.
Hand Me the Megaphone! 16% of consumers who had unsatisfactory service shared their experiences through social media in 2009.* Forrester: “Updated 2011: How Consumers Complain About Poor Service”.
Tweet That! 24% shared their unsatisfactory experiences on social media in 2010, a 50% annual growth rate.* Forrester: “Updated 2011: How Consumers Complain About Poor Service”.
Shifting Service Channels Source: Global Contact Center Benchmarking Report 2011 “Which of the following channels are currently in your contact Center?” N=231
Today’s Service Can’t Connect with CustomersYour customers are connected… …what about your company? Service Centre
Difficult to Delight your Customers TodayInconsistent Service Low Agent Poor Customer Across Channels Productivity Experiences Unhappy Unhappy Customers CustomersDisconnected systems Multiple service screens No context Multiple knowledge No single knowledge source Not personalized bases Slow, inaccurate Not connected to back- answers No support for social office Low quality of No support for mobile No collaboration interaction
The 360° View is Now More ComplexSales View Customer Service View Marketing Billing & Finance View View Social View
Transform Customer Service with ServiceCloud Your Customer Cloud . Mobile . Social
World’s #1 Customer ServiceApplication Build great customer connections through outstanding customer serviceSocial Agent Phone/ Web Self- Knowledge SocialProfile Email Chat Channels Communities Analytics Partners Console CTI Service Base Salesforce Platform
Serving Companies of All Sizes 34,000+ Companies Enterprise Medium Small
Helping Customers Succeed Across AllMetrics +36% +37% +36% Decrease in First Call Agent Resolution Productivity Support Costs +28% Customer Retention +34% Increased customer satisfaction Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third- party, MarketTools Inc., on 5,500+ customers randomly selected. Response sizes per question vary.