salesforce for service: transform your customer service from transactions to conversations
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Salesforce for ServiceWelcome to Conversational Service
Arnaud Houel Head of Service Cloud - Emerging Markets
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.
Forward-Looking Statements
Together, We’re Building a Path Forward
You are Reaching New Heights of Customer Success
16.2M Calls Answered
per Day 50.9M Article Views
per Day
87M Community
Members
1.4B Live Agent
Requests per Day
You are Redefining Customer Success
+29% Customer
Satisfaction
Continuing Leadership in Customer Engagement
Magic Quadrant for CRM Customer Engagement Center
May 4, 2016; Analyst(s): Michael Maoz, Brian Manusama
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.
GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved.
8 YEARS IN A ROW NAMED A LEADER
�hankyou
Customer �rai
lb
laze
rs
Your Customers Redefine Service Every Day
Apps Messaging Email Social
LinkedInBlogger
Google+
FacebookTwitter
Phone *2016 Facebook F8 Developers Conference
Skype
Line
My internet is down
Oh no! Would you like someone to come on site?
Viber
SnapChat
This week is wide open.
Great — I need to see someone today.
Messenger
Allo
SMS
Slack
SMS
80messages/day*billion
The Conversation GapService communication is transactional, personal communication is conversational
Skype
Line
Yes please after 4pm thx
Viber
SnapChat
This week is wide open.
Messenger
Slack
XX 80
Your Company Your Customers
Billions of Messages
Thousands of Calls
Allo
SMS
My internet is down
Great - I need to see someone today
Oh no! Would you like someone to come on site?
Low Touch Conversations
No Touch Conversations
High Touch Conversations
Service Communication is Now Conversational
Field Service
Web & Mobile Snap-in Service
Omni-channel Routing
Social Customer Service
Customer Communities
Connected Products
Service Journeys
Service Analytics
Cross-sell & Up-sell LiveMessage via Bot
LiveMessage
Agent Console
E-commerce
Salesforce for ServiceThe world’s #1 customer service platform
Personalize service with conversations LiveMessage, Lightning Console, Lightning Snap-Ins
Deliver smarter service with intelligence Einstein for Service, Wave, and Communities
Connect service for all mobile employees Field Service Lightning, IoT Cloud
Welcome to
Conversational Service Field ServiceIntelligent Service
+31% Faster Case Resolution
Be a Customer Trailblazer for Service
+28% Agent Productivity
+30% Cost Savings
Salesforce VOC Research 2016
One connected customer experience
+
10K customer service cases/week
93% cost savings with self-service ordering
66% decrease in customer on-boarding time
Sales
Community Field Service
Mark Rahiya President, U.S. Region & Chief Commercial Officer
Commerce
Service
Coca-Cola is a Customer Trailblazer for Service
FILM
SMS Line
LiveAgents
Intelligent Bots
MessengerWeChat
Salesforce LiveMessageSeamlessly engage in conversations with your customers on any messaging app
Introducing
Trail blazer
agent productivity
+28%
Omni-channel routing & supervisor Instantly route cases to the right agent and make adjustments in real time with a full operational view
Productivity tools Work faster with macros, recommended knowledge, and a 360º customer view across any channel
Powered by Einstein Use intelligence to predict customer needs and recommend solutions
Empower every agent & manager to be their best
Service Cloud Lightning Console
NEW
NEW
Jennifer Hall Chief Customer Care Officer
increase in tNPS
+20
Give customers instant access to help Make it easy for customers to get help with In-App Chat, Knowledge, Cases, or Tap to Call
Answer questions faster with context Provide the best answer the first time based on where the customer is within your app or website
Personalize conversations with SOS video support Deliver one-of-a-kind service with 1- or 2-way video, screen share, and on-screen agent annotation
Easily embed conversational service into every mobile or web app
Service Cloud Lightning Snap-Ins
customers be more successful, on every channel
Help
Case Data CTI Data WFM Data Sales Data IoT Data Any Data
Intelligence Makes Customer Service Easy
with natural language processing & machine learning
Learn
real-time data signals
Capture
Einstein Built Into the Customer Success Platform
Einstein
Lightningforce.com
HerokuAppExchange
Thunder
Sales Service Marketing AnalyticsCommunity Apps Commerce IoT
Predictive Analytics Machine &
Deep Learning
NaturalLanguage ProcessingPlatform
Applications
Email, Calendar & Social Data
CRM DataIoT Events
Quip
Einstein Helps Power Smarter Service
Discover service insights
Predict case close times
Recommend agent responses
Automate case classification
Empower Agents with an Intelligent Service Console
Automate case classification Automatically triage cases and resolve issues faster
Predict close time Predict case resolution time and empower your team to intelligently escalate and prioritize work
Recommend responses Recommend knowledge and actions to quickly resolve customer issues and increase agent productivity
Help agents be their best
Recommend articles & answers Suggest the most helpful content, experts, and resources
Automate community case escalation Ensure every customer question gets answered
Roll out communities fast Deploy a smart self-service community in days with Salesforce Lightning Bolt
customer retention+26%
Recommended Articles
Help customers have the best experience
Empower Customers with Community Cloud Einstein
NEW
events per customer
Chris Hansen Senior Director, IT
14B
Process IoT data at scale Ingest billions of events in real time
Identify critical events in real time Find signals amongst large volumes of data to predict and preempt issues
Solve issues proactively Intelligently route cases to the contact center and leverage CRM to quickly resolve issues
Deliver proactive service with connected products
IoT Cloud for Service
Richard Allen
Solution Engineer
DEMO
Nicola Lozzo
CEO
Service Ohana
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