keynote - sales-velocity-2014-the blowfish effect
DESCRIPTION
Sales Velocity 2014 - SF - Keynote - Leyla Seka, SVP Desk.comTRANSCRIPT
BigHow do you look
when you’re ?small
Technology Fuels Growth
58%Faster
Deployment
Dashboard to our lives
Mobile
5BSmartphones
by 2017
4.5BAggregate
Social Users
CloudSocial
Automate & Scale Personalized
Interactions Across Your Company
Plan for Growth
Choose Apps That Don’t Suck
Whole Company Support
for Happy Customers
Find Apps That Connect and Scale
Explosive Growth from the Ground Up
2,300+ Apps
2.4M+ Installs
Doubling Down on Growth
All-in-One Customer Support App for Fast-Growing
Companies
SocialSupport
CaseManagement
Self-Service
MobileAccess
SimpleSetup
KnowledgeBase
Multilingual Support
BusinessInsights
• Web-based app for managing payroll
• ~100 cases resolved/day
• More than $400M in payroll dollars
processed since Desk.com implementation
Anticipate Growth by Connecting Apps
Users Demand Intuitive Apps,
Personally and Professionally
Evaluate Apps for Usability
• Fast?
• Easy?
• Feed first?
• Constant updates?
• Get things done?
• Minimal clicks?
• Search?
Whole Company Support Drives
Customer Success
Bad Support Lost Customers
50% of customers 50% of small businesses
Leave vendors for
poor customer serviceFail in the first 5 years
Unhappy Customers Make Noise
“If you make customers unhappy in
the physical world, they might each
tell
6 friends.
If you make customers unhappy on
the Internet, they can each tell
6,000 friends.”
-Jeff Bezos, Founder & CEO
Customers will spend more with
a company because of positive
customer service experiences
75%
Everything else
Source: Most Companies Fai Customer Service Test, Michael Hess http://www.cbsnews.com/news/most-companies-fail-customer-service-test/
Happy Customers Are More Loyal &
Spend More
Go Beyond the Traditional 360 View
• Personal Customer Details
• Purchase History
• Interactions – Are They Happy?
• How do they talk about you?
• Who have they told about you?
Know Your Customers Better Than Ever
Keep Track with the Right Apps
Empower Every Employee to Provide
Support to Every Customer
Sell More, Faster
Plan for Growth
Choose Apps That Don’t Suck
Enable Whole Company Support
