service cloud: transforming customer service

Delivering Amazing Service On Every Channel

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Charlie Isaacs

VP, Service Cloud Strategy

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Social Mobile Big Data Community

Apps Cloud Trust

Customer Revolution

Become a Customer Company Connect With Your Customers in a Whole New Way

Connected Products

Connected Customers

Connected Partners

Connected Employees

The Evolution of Customer Service

100x 1x 1,000x 10x

1980s

Phone

Today

Mobile 1990s

Multi-Channel

2000s

Social

Conversations Are Exploding

340 million tweets/day

2.7 billion Facebook posts/day

Billions of blogs & communities

Unfortunately, Most Companies Not Responding

Sources: SocialBakers “Companies Respond to Just 5% of Questions on Facebook”; Sysomos “Replies and Retweets on Twitter”

Twitter Complaints

Not Answered

71%

Facebook Brand

Posts Not Answered

95% 88 percent of

people unlikely to

buy from brands

that ignore their

complaints online.

“ “

Your Customers Are More Mobile Than Ever

Tablets

Smartphones

Laptops

Desktop 1.8 Billion Mobile Devices by 2014

2006

2010

2014E

2007 2008 2009 2011 2012 2013E

Legacy Software is Disconnected from Customers

Your customers are social

and mobile……. …but legacy software isn’t

Multi-Channel

Service

Increase Agent

Productivity

Amazing Customer

Experiences

The Service Cloud for Small Business

Simple ∙ Social ∙ Mobile

Salesforce Platform

Social Support

Business Insights

Mobile Access

Simple Setup

Case Management

Self- Service

And for Larger Companies:

Deliver Amazing Service Everywhere

Agent

Console

Knowledge

Base Analytics

Agent

Collaboration Social

Service Cloud

Touch

Mobile

Chat

Service Cloud

Communities Mobile

Co-Browsing

Salesforce Platform

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

Connect Agents to Experts with Collaboration

Collaborate in real time on any case

Escalate cases to the right expert

Discuss cases with customers in groups

View full discussion history

Make every agent an expert

+37% Faster case time resolution

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

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

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

Respond Accurately to Every Email

Create and assign cases from incoming email

Dynamic template selection

Embed knowledge articles

Auto-type common responses

Lower costs with high-volume email support

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

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

Gain a Complete View of Your Customer

Gain insight across transactional and social information

Understand your customer’s sentiment for personalized

service

Flag potential service issues before they snowball

Get a deeper understanding of your customer

Engage Customers Over Social Networks

Listen to conversations across 200 million

social channels

Filter to only actionable posts that need

follow-up

Proactively respond in the social channel of

the customer’s choice

Analytics to monitor social sentiment and

share of voice

Delight customers with proactive support

+34% Increase in customer retention

Harness Customer Expertise in Social Communities

Create branded Q&A and ideation communities

Unify self-service and community experience

Escalate unanswered posts to the contact center

Crowdsource expertise from the community

Build loyalty while letting customers help each other

+31% Increase in call deflection

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

Flexibility for Your Growing Business

Integrate with back-office applications

Extend your service process to meet your needs

Automate service processes and workflows

Innovate with enterprise security, reliability and

scale

ERP Any

System

71 billion+ Transactions per quarter

Leader in the Gartner MQ: Customer Engagement

Centers

Market Leaders

Market Leadership Product Leadership Market Leadership

Leader Contact Center

Leader Social CRM

Leader Customer Service

Champion Customer

Service Management

Market Leader

#1 Case Management

#1 Web Support

34,000 Customers

Shifting Priorities of Customer Service Organizations

Source: “The Future of Customer Service.” Forrester Consulting commissioned by salesforce.com, July 2012.

VP Customer

Service

CMO

CIO 92% Customer Satisfaction

First Contact

Resolution

Average Speed of Answer

Service Level Adherence

Agent Handle Time

Helping Customer Succeed Across All Metrics

+37%

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.

Agent Productivity

+40% Decrease in Support Costs

+36% +37%

Customer Retention

+34%

First Call Resolution

Increased customer

satisfaction

Service Cloud Demo Time!

Introducing Micah Joel

Service Cloud Guru

The Customer: Jack Martin

• Age: 44

• Lives in North Sydney

• Early majority tech adopter

• CEO of United Industries

The Company: Nimbus Corp

• Founded in: 2006

• Primary Product: Tablets

• Service Goal: Customer Loyalty

The Product: Nimbus Tablet

• Model: Nimbus One

• Purchased: Late 2012

• Service: 2-year data plan

Our Customer Journey Begins…

Michael Edwards General Manager, Product & Technology

Questions?

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