deliver world-class customer service with salesforce
DESCRIPTION
Learn how our Internet Creations' apps can elevate your company's customer service experience and agent productivity. We'll educate you on how to be a Customer Support Champion and increase your Salesforce ROI.TRANSCRIPT
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com
Chad Meyer
Internet Creations
@chadmeyer_ic
Deliver World-Class Customer Service with Salesforce
November 6th, 2014
Glen Wilson
Internet Creations
@glenwilson2
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com
Internet CreationsCompany Highlights
● 2014 Salesforce Service Surfboard Winner
● #1 Rated App for Agent Productivity (Email to Case Premium)
● 4 of 5 Highest Rated Apps for Agent Productivity
● 4 of 10 Highest Rated Apps for Customer Service
● 300+ 5 Star Reviews
● Member of Cloud Collective: Salesforce.com AppExchange Category Leaders
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com
Does your CFO view your customer service operation as a cost center,
or a strategic investment that impacts revenue?
A. Cost center
B. Strategic investment
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com
● 10-20x more profitable to deliver great service. ¹
● More expensive to acquire a new customer than to retain.
● Great service fosters positive Word of Mouth, which reduces
marketing spend.
● Price sensitivity rises exponentially when problems occur.
● Reduce legal, regulatory, and PR issues and costs.
● 70% overlap in employee & customer frustrations.
Why invest in customer service?
¹ John Goodman. “Treat Your Customers as Your Prime Media Rep”
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com
Standard Salesforce Functionality
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com
Standard Automation
● Auto-Responses
● Set expectations with your customers
● Vary by entitlement or SLA
● Assignment Rules
● Queues
● Don’t spam your agents
● Workflow Rules
● Use caution when automatically changing case status.
● Cross-object support on Email Messages & Case Comments
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com
Case Teams and Contact Roles
● Many-to-many support
● Which should I choose?
● Integration with workflow
● Impacts sharing & security
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com
Analytics (KPIs and Auditing)
● Initial Response Time *
● Case Age and Time to Close *
● Time with Customer vs Time with Support *
● Identify Data Quality Issues
* You can declaratively measure in “calendar hours” (24/7/365), but not in business hours.
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com
Entitlements and Milestones
● Complex SLAs
● Per-Incident Support
● Named Contacts
(Requires Service Cloud)
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com
Is your CFO telling you to do more with less?
1. Yes
2. No
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com
● Improve Salesforce adoption by eliminating clicks (save time & money).
● Up to 50% of voluntary turnover among good employees is due to lack of effective tools. ¹
● Smiles are contagious: Happy Agents → Happy Customers → Healthy Financials
A great customer experience starts with a great agent experience.
¹ John Goodman. “Treat Your Customers as Your Prime Media Rep”
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com
It’s like giving every agent a personal assistant.
Automate what should be automated:
● Auto create new contacts
(or leads)
● Forward to Case
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com
Execute 5 operations in 1 step!
Streamline & simplify:
1. Add a comment2. Send an Email3. Add attachment(s)
(drag&drop)4. Update fields5. Add To, CC, and BCC
recipients with type-ahead search
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com
See Email to Case Premium on the AppExchange
http://ic.force.com/e2cpAppExchange Listing:
Matt Brown - Incredible App! Adds tremendous value to Customer Service and Case Management in general.
Mike Carter - Increased Productivity and Agents Love itWe have been using E2CP for nearly a year now and continue to be impressed with how much this tool has impacted our agents ability to work cases via email.
Kathleen Nault - Absolutely a MUST for Customer Service Organizations...stores attachments from inbound emails at case level, centralization of case comments/emails eliminates jumping around - piecing together the overall life of the case, automatic case team members eliminates need to remember to CC people on outbound emails, etc etc. etc.
Doug Ramirez - Critical app for our businessWe do a lot of inbound email support and E2CP satisfied a slew of requirements that we had that the native Salesforce platform didn't provide.
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com
For your CFO http://ic.force.com/e2cproi
How the E2CP ROI Calculator works:
The ROI calculator is based on the premise that when
you use Email to Case Premium, you save 6 clicks per
each outbound email response, at 5 seconds per click,
which in turn saves an average of 30 seconds. The
specific clicks that are saved include Select Template (2),
Select From Address (2) and Edit Case Fields (2). And if
you use Canned Comments, Knowledge or Attachments
on Cases, your savings will be much greater.
Additionally, we assume that support agents work an 8
hour day and that there are 235 working days per year
(255 business days per year minus 20 vacation days).
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com
● Making people wait causes dissatisfaction.
● Response Measurement, Management, and Improvement.
● Organization & Prioritization → Greater Efficiency
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com
Real-time visibility to delight your customers.
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com
Does your service team operate 24/7, in specific business
hours, or a mixture of both?
1. 24/7/365
2. Specific business hours
3. Both
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com
Actionable Insights
● Initial Response Time *
● Time With Customer vs
Time With Support *
● Uncover bottlenecks and increase
case velocity.
● Do you know which of your agents
are delighting your customers?
* Case Flags supports business hours
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com
See Case Flags on the AppExchange
http://ic.force.com/cfAppExchange Listing:
Jennifer Rodriguez - Case Flags really improved our metrics!...our average Initial Response time dropped 15% and it has steadily tracked in the 10-20% lower range ever since
Jennifer Brown - Case Flags really improved our metrics!...our average Initial Response time dropped 15% and it has steadily tracked in the 10-20% lower range ever since
Dale Munckton - You need this app if you use cases in SalesforceWe've used Case Flags from the first day we went live with Salesforce and there is no way without it we could easily work out case priorities.
David Osorno - Taking Case Efficiencies to Whole New LevelsIt will improve case tracking, monitoring, and of course efficiencies making case navigation so much more easier right from the set views.
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com
● Bring order to the chaos.
● Focus on delighting customers, not duplicate cases.
● Delighted Customers → Positive Word of Mouth & Repeat Business
Duplicate records are silent productivity killers.
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com
Dupe Alert
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com
Do you have a duplicate problem?
Run a free scan:
http://ic.force.com/cmp
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com
See Case Merge Premium on the AppExchange
http://ic.force.com/cmpAppExchange Listing:
Lisa Reinhold - No more duplicate effortsCase Merge quickly helps our engineers identify duplicate cases so that we minimize duplicating efforts.
Ashley Perona - Case Merge Premium saved the day!Being able to merge cases with a click of a button has made my operations users' lives 10x easier.
Matt Gentry - Time Savings from the BeginningThis tool is a HUGE time saver.
Chris Edwards - Very UsefulThis has helped us catch duplicates in both real time and after the fact.
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com
● Manage scope creep within a case to maintain its integrity.
● Agents operate more efficiently with a "one issue per case" policy.
● Avoid imprecise taxonomy & improve accuracy of KPIs.
Handling multiple issues per case diminishes the abilityto measure & improve.
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com
See Case Split on the AppExchange
http://ic.force.com/csAppExchange Listing:
Chris Edwards - Great Time Saver and Easy To UseWe have found our agent's case resolution time has dropped with the ability to split cases apart quickly and simply.
Lisa Reinhold - Improves data qualityCase Split enables engineers to easily split out the issues when customers submit multiple issues in one case. It's so easy that the engineers actually USE it which is key to accurate reporting.
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com
Do you know your agents’ customer satisfaction scores?
1. Yes
2. No
3. Unsure
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com
● Transactional surveys are an integral part of a solid VoC strategy.● Solicit feedback on a transaction basis with “just in time” surveys● “Just in time” and effortless surveys = higher response rates.
Moving from Firefighting to Prevention using Voice of the Customer (VoC)
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com
Higher response rates with effortless surveys.
41% of emails
were opened onmobile devicesin 2013
http://campaignmonitor.com
Respond with 1 click from within email: Landing page after clicking email:
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com
Measure & manage.
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com
Don’t just measure...
Take action!
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com
See Simple Survey for Salesforce on the AppExchange
http://ic.force.com/ssAppExchange Listing:
Jonathan Lucento - Awesome Response Rates with this AppWe've had high response rates using the tool...I'd recommend this application for anyone that is looking to improve their response rates on their CSAT surveys!
Boris Tsibelman - Simply the Best Survey App
Jennifer Brown - Great Surveys & Great ReportingSurveys can be saved right to the case and/or account details, allowing key Salesforce stakeholders access to information about their customers. Super tool!
Jim Ellis - Are your customers satisfied with your service? To find out, get this app!This app is amazing! From simple installation to customisation, we now have real time results to see how satisfied our clients really are with our service.
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com
Labs (Free AppExchange Apps)
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com
Become a customer service champion!
As part of our Dreamforce 2014 promotion, get two months free with any of Internet Creations’
apps when a purchase agreement is signed by November 30, 2014.
© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com
Q&A