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Leveraging Your Customer Service Function to Drive Sales


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Leveraging Your Customer Service Function to Drive Sales

  1. 1. Leveraging Your Customer Service Function to Drive Sales Steve Brand, Convoq, Inc. Patrick Ream, NextIT Rich Caballero, Track: Service & Support Executives
  2. 2. Safe Harbor Statement <ul><li>“ Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements the achievement of which involves risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results 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 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. </li></ul><ul><li>The risks and uncertainties referred to above include - but are not limited to - risks associated with the integration of Sendia Corporation’s technology, operations, infrastructure and personnel with ours; unexpected costs or delays incurred in integrating Sendia with, which could adversely affect our operating results and rate of growth; any unknown errors or limitations in the Sendia technology; any third party intellectual property claims arising from the Sendia technology; customer and partner acceptance and deployment of the AppExchange and AppExchange Mobile platforms; interruptions or delays in our service or our Web hosting; our new business model; breach of our security measures; possible fluctuations in our operating results and rate of growth; the emerging market in which we operate; our relatively limited operating history; our ability to hire, retain and motivate our employees and manage our growth; competition; our ability to continue to release and gain customer acceptance of new and improved versions of our CRM service; unanticipated changes in our effective tax rate; fluctuations in the number of shares outstanding; the price of such shares; foreign currency exchange rates and interest rates. </li></ul><ul><li>Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time, including our Form 10-K for the fiscal year ended January 31, 2006. These documents are available on the SEC Filings section of the Investor Information section of our website at . </li></ul><ul><li>Any unreleased services or features referenced in this or other 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 purchase decisions based upon features that are currently available., inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law. </li></ul>
  3. 3. Rich Caballero Sr. Director, Service & Support Product Line Audience Survey and Introductions [email_address]
  4. 4. Audience Survey <ul><li>How many of you are customers? </li></ul>
  5. 5. Audience Survey <ul><li>How many of you are Salesforce </li></ul><ul><li>Service and Support customers? </li></ul>
  6. 6. Audience Survey <ul><li>How many of you have a self-service </li></ul><ul><li>portal for support? </li></ul>
  7. 7. Audience Survey <ul><li>How many of you already use live chat? </li></ul>
  8. 8. Audience Survey <ul><li>How many of you would like a </li></ul><ul><li>Salesforce-integrated live chat product? </li></ul>
  9. 9. Audience Survey <ul><li>What is the size of your Support organization? </li></ul><ul><li>a) 1-5 </li></ul><ul><li>b) 6-10 </li></ul><ul><li>c) 11-25 </li></ul><ul><li>d) 26-50 </li></ul><ul><li>e) 51+ </li></ul>
  10. 10. Introducing Convoq <ul><li>Convoq ASAP: a family of flash-based online meeting systems, tightly integrated with Salesforce, and available on the AppExchange </li></ul><ul><ul><li>SellASAP: designed for salespeople who have to do online demos and presentations </li></ul></ul><ul><ul><li>ConferenceASAP: designed for marketing people who give webinars for 25-500 people </li></ul></ul><ul><ul><li>SupportASAP: designed for live chat interactions between customers and support/service personnel </li></ul></ul>
  11. 11. <ul><li>Salesforce Support & Service users = 30,000 and growing rapidly </li></ul><ul><li>20% of these users are asking for integrated live chat right now </li></ul><ul><li>SupportASAP offers an integrated live chat solution today </li></ul>&
  12. 12. Steve Brand Vice President, Products and Business Development [email_address] Industry Report – Online Support
  13. 13. Online Customer Service and Support Note: only very satisfied/satisfied responses are shown. Question: Thinking about the online customer service inquiries you have made in the past six months, how satisfied have you been with each of the following service options? Source: JupiterResearch
  14. 14. Service Satisfaction Impacts Retention and Acquisition Question: If you were dissatisfied with how a company handled your customer service inquiry, how would that impact your future purchases from that company? (select all that apply) Source: JupiterResearch
  15. 15. Closing the Loop with ConvoqASAP Before… Now… Prospect Customer SFA Prospect HAPPY CUSTOMERS! Customer & Marketing Webinars with Pre-sales support with Sales Demos and Presentations with On demand customer support with
  16. 16. Patrick A. Ream Vice President, Financial Services [email_address] Customer Success Story
  17. 17. Next IT Information Overview <ul><li>Next IT Corporation </li></ul><ul><ul><li>Core solution offerings focused around Artificial Intelligence </li></ul></ul><ul><ul><li>Privately held corporation headquartered Spokane, WA </li></ul></ul><ul><ul><li>Client vertical focus in Fortune 500 Companies </li></ul></ul><ul><li>Organizational Structure </li></ul><ul><ul><li>Less than 100 FTE and 10 Sales Staff </li></ul></ul><ul><ul><li>On call, 24x7X365 Technical Support </li></ul></ul><ul><ul><li>Evolving organization and processes to support client growth </li></ul></ul><ul><li>Sales Force Automation and Web Conferencing </li></ul><ul><ul><li>Selected as best in breed, ability to deploy rapidly, and supporting application network. </li></ul></ul><ul><ul><li>Selected Convoq as flash-based meeting application, multiple use functionality (lifelines and presence), pricing models, and Salesforce integration. </li></ul></ul>
  18. 18. Using Convoq in the Next IT Sales Cycle
  19. 19. Using Convoq in the Next IT Sales Cycle Lead Mgt
  20. 20. Providing High Touch Technical Support Technical Support Skilled engineers that offer customized service that extends beyond a common commodity help desk. Technical Support
  21. 21. SupportASAP Demo <ul><li>Department: Support </li></ul><ul><li># Users: 20 </li></ul><ul><li>Key Requirements </li></ul><ul><ul><li>Provide customers with live chat access to 20 support agents </li></ul></ul><ul><ul><li>Integrate with Salesforce </li></ul></ul><ul><ul><li>Ability to remote control customer desktops </li></ul></ul><ul><li>Key Benefits </li></ul><ul><ul><li>Instant access to service and support for customers = increase in retention </li></ul></ul><ul><ul><li>Faster time to technical resolution of issues = increase in productivity </li></ul></ul><ul><ul><li>On-demand support activity visibility </li></ul></ul>Launch demo
  22. 22. Rich Caballero Sr. Director, Service & Support Steve Brand Vice President, Products & Business Development Patrick A. Ream Vice President, Financial Services QUESTION & ANSWER SESSION
  23. 23. For More Information <ul><li>There will be another SupportASAP demo today : 1:10 pm, Expo Hall, Presentation Theater B </li></ul><ul><li>Stop by the Convoq booth, # 323 ! </li></ul><ul><ul><li>Demos of SupportASAP and SellASAP </li></ul></ul><ul><ul><li>Free gifts </li></ul></ul><ul><ul><li>Enter remote control toy drawing </li></ul></ul><ul><li>Get a free trial: See a Convoq rep here, call 781-994-6800 or visit </li></ul>
  24. 24. Session Feedback Let us know how we’re doing! <ul><li>Please score the session from 5 to 1 (5=excellent,1=needs improvement) on the following categories: </li></ul><ul><ul><li>Overall rating of the session </li></ul></ul><ul><ul><li>Quality of content </li></ul></ul><ul><ul><li>Strength of presentation delivery </li></ul></ul><ul><ul><li>Relevance of the session to your organization </li></ul></ul>Save time! Use your cell phone or mobile device to send Feedback via SMS/Text Messaging! Send a message to 26335 In the message body: Session 148, #### For example, “ Session 148, 5555 ” Session ID: 148 Session ID # Scores for 4 categories SMS Voting powered by: