Escalate Your Support With Desk.com (October 14, 2014)

1. Escalate Your Support with Desk.com
Kevin Evans
Director - Business Development, Desk.com

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 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 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-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.
Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.

3. Two Key Takeaways
Escalate Your Own Support
Partner with Desk to Help Your Customers

4. Customer Service is Changing

5. community
chat
post
app
Behind every thing is a customer.
device
request
tweet
question
suggestion

6. Customers Have High Expectations of Support
Fragmented Ÿ Inconsistent Ÿ Frustrating Seamless Ÿ Fast Ÿ Effortless

7. Because There are New Ways for Customers to Engage
58%
Faster
Deployment
4.5B
Aggregate
Social Users
5B
Social Smartphones
Cloud
by 2017
Mobile
Dashboard
to our lives

8. This Creates Unique Challenges for Small Support Teams
Overwhelming
Customer Demand
Limited Budget &
IT Resources
Lack of Structure
& Processes
Inconsistent experience
Limited engagement
No single source of knowledge
No personalization
No cost-effective solutions
No connection to other systems
Service friction Customers fall through the cracks Stuck in slow motion
Unhappy
Customers

9. The Solution
Provide Whole Company Support

10. Desk.com Can Help You Get There…FAST
Instant Productivity Support on Every Channel
Connect & Grow
Social
Support
Case
Management
Self-
Service
Mobile
Access
Simple
Setup
Knowledge
Base
Multilingual
Support
Business
Insights
Deliver Customer Service
in Seconds

11. Desk.com Customers Deliver Customer Service in Seconds

12. Lessons from our customers

13. Track the Right Metrics

14. 1. Track the Right Metrics
• Have unique items so not always possible to resolve an issue on the first call
• Encourage their agents to talk to customers as long and as often as it takes to
make them happy
• Measure satisfaction after each interaction, after cases close, or annually

15. Listen Throughout the
Customer Journey

16. 2. Listen to Customers Throughout Their Journey
• Never closes a case
• Sets reminders to continuously connect
• Give advice along the way on best practices
• Many customers find this more valuable than the actual support

17. Take Time to Educate

18. 3. Take Time to Educate Customers
• Focus on the long-term
• Start early in the relationship
• Helps with future case deflection

19. Use Self-Service for
More Than Deflection

20. 4. Use Self-Service for More Than Case Deflection
• Understand your customer’s intentions
• Make sure you invest in this channel to up-level self-service
• Including ratings on your content means you can continuously improve
and evolve your support

21. Partner with Desk

22. We Love Our Partners
We’re Making it Even Easier to Connect with Desk
Canvas
Desk API
NextGen Desk Connect
Mobile
• API-first architecture
– Building block for NextGen Desk Agent
– Powering Desk mobile
• Easier than ever for SFDC partners
– Canvas
– OpenCTI
– DeskConnect
• Fully Documented API
– Found at dev.desk.com
– Join our great partner ecosystem!
OpenCTI
Partners

23. Now We’re Giving Back!
Introducing The Desk.com Service Accelerator Program for Partners
Product
Up to 5 Desk Licenses
Free for 12 months
Marketing
Desk Site & Blog
Guest Blog Options
Joint Campaigns
Events
Salesforce1 World Tour
Dreamforce

24. From Our Partners

25. Sunir Shah
CMO, Olark Live Chat
Founder, Small Business Web
(http://www.thesmallbusinessweb.com/)

26. Noam Levi
Founder, WiserSpread

27. Kevin Fredrick
Managing Partner, OneReach

28. Small & Medium Business Keynote:
Scale, Connect and Grow with Salesforce
Wednesday, October 15th @ 2:00 p.m.
Moscone West, 3rd Attend to win Floor
1 of 5 GoPros
First 50 attendees
receive signed
“The Big Picture”

29. Deliver the Future of Customer Service. Today.
Come learn what’s new from the Service Cloud & Desk.com!
Service Cloud
Product Keynote
Wednesday, 12:30pm
Chaille Becker
Division CIO
Dana Killian
VP Customer Experience
Moscone South
Main Keynote Room
Liza Landsman
CMO
Attend for a chance to win incredible prizes,
including GoPros Cameras, Fitbits, Sony Playstation 4s
and 2 Luxury Vacations from Inspirato!