service cloud breakout session - dreamforce to you amsterdam
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A New Era of Service for the Connected World
Chet ChauhanVP Product Management, Service Cloud
@chetchauhan In/chetchauhancchauhan@salesforce.com
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Safe Harbor
75 Billionconnected products by 2020
connected products per person58
in the world’s most connected countries
Customer Service Has to Evolve
1990s
PhoneToday
Everywhere2000s
Social
Customers are expecting connected service everywhere
It’s All About Customer ExperienceCustomers are increasingly switching providers due to poor customer experience
Source: Accenture, Customer 2020 Source: Ray Wang, “Disrupting Digital Business: Create an Authentic Experience in the Peer-to-Peer Economy”
64%
46%51%
201420132012
The Customer Experience Gap is Widening
Companies Customers
Systems Customers Employees
Disconnected from:
Faster Smarter More Insightful
Demand service that is:
The Customer Experience Gap is Widening
#1 Customer Service Platform
Faster Service with Lightning Console and Omni-Channel Presence & Routing
Smarter Apps with Service for Apps
Powerful Insightswith Service Wave Analytics and IoT Cloud
Salesforce Continues Leadership in Customer Engagement
This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Salesforce.Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.
Magic Quadrant for CRM Customer Engagement Center
April 27th, 2015Analyst: Michael Maoz, Jim Davies
Gartner has positioned Salesforce highest for ability to execute and furthest for completeness of vision in the Leaders quadrant
Source: Gartner (April 2015)
Years in a row6
Thank You.
Growth Driven by Customer Success
Driving Customer Success Across All Metrics
+45%
Faster Average Handle Time
+45%
Support Cost Savings
+47%
Agent Productivity
+48%
Faster Case Resolution
Source: Salesforce Customer Relationship Survey conducted March 2015 - May 2015, by an independent third-party, Confirmit Inc., on 4,600+ customers randomly selected. Response sizes per question vary
Customer Satisfaction
+45%
Average percentage improvements reported
by Salesforce
Welcome to a New Era of Connected Service
2Smarter Apps 3Powerful InsightsFaster Service1
Welcome to the New Era of Connected Service
85%of customers have been put on hold because the agent didn’t know what to say and needed to check
Faster Service1Source: Dr Nicola J. Millard, SuperAgent 2020: The evolution of the 2020 contact centre
Supercharge productivity
Lightning ConsoleNewly designed desktop and intelligent tools to supercharge agent productivity
NEW
Optimized experience New Lightning framework and design to elevate productivity
Smart productivity tools Recommended cases and macros to respond faster
Analytics for teams View data from any source to make smart decisions quickly
Omni-Channel Presence & RoutingSmart, connected support across channels
Intelligent routing Dynamically route the right cases to the right agents, fast
Real-time presence Manage agent availability and push cases at the right time
Seamless interaction Preserve the conversation across every channel, on any device
NEW
Welcome to the New Era of Connected Service
88%of time spent on
smartphones is in apps
Source: comScore, U.S. Mobile App Report
2Smarter Apps
Embed 1 to 1 support
Service for AppsConnect to 1-to-1 with customers by embedding support into any native mobile app
Get the answers you need anytime,
anywhere
Instantly connect to an agent without leaving the app
Live, interactive video support when
you need it
Create and monitor cases from any mobile device
Live phone support with a single click in
any app
Chat for Apps SOS for Apps Cases for Apps Tap-to-Call for AppsKnowledge for Apps
Simon Kelly Manager Solution Engineering - Service Cloud
Sebastiaan de Man Lead Solution Engineer - Service Cloud
Demo
Simon Shaw Head of Customer Contact
Welcome to the New Era of Connected Service
50%of agent interactions will be influenced by
real-time analytics, by 2018.
Source: Gartner: Predicts 2015: Weak Mobile Customer Service Is Harming Customer Engagement, November 11, 2014
3Powerful Insights
Turn data into action
Service Wave Analytics AppActionable analytics for Service Cloud customers
Extend success with apps
Analytics for Service Managers Get a central view of your key KPIs, on any device
Analytics for Service Agents Access any service data for a 360 degree customer view
Native to Service Cloud Wave visualizations in the Lightning Console
NEW
Welcome to a New Era of Connected Service
2Smarter Apps 3Powerful InsightsFaster Service1Supercharge productivity Embed 1-to1 support Turn data into action
Everything a Small Business Needs for ServiceKeep customers happy with fast, awesome customer support
Faster Teams Stand up support fast with knowledge, cases, self-service, and apps
Smarter Service Respond with intelligent productivity tools and automation
Powerful Insights Arm teams with insight into customer experience
The Salesforce AdvantagePower customer experience on the Salesforce Customer Success Platform
AppsAnalytics
CommunityMarketingService
IoTSales
SalesforceSuccess Services
Customer Success ManagersIgnite / Program Architects
Customer Success
2 million membersMVPs / Events / Community
SuccessEcosystem
SI’s / ISV’s AppExchange
Trusted Cloud Platform
Multi-tenantCloud Model
Fast App Customization
Scalable, Meta-data Driven Platform
thank y u
www.eurostar.com
20 years of delivering high-speed trains Need to reduce number of applications in call center Customers expected answers in minutes or hours
Today Service Cloud is at the core of their contact center 1 customer view for agents Increased quality of answers to customers
Eurostar Aims to Be the Most Loved Brand with Salesforce
“One company had a vision of a global customer and
that was Salesforce.” Antoine de Kerviler, CIO
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