cloudforce sydney 2012 - customer service for the social enterprise
Post on 14-Sep-2014
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DESCRIPTION
Learn more about how to delight customers through good service using Service Cloud.This was a presented during a Breakout Session at Cloudforce Sydney 2012 (http://www.salesforce.com/au/cloudforce/ ).TRANSCRIPT
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Service Cloud Customer Service for the Social Enterprise
@TK_SF
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Service Cloud Intro and Overview (10 mins)
Product Demo (15 mins)
Product Road Map (5 mins)
Natalie Savell, Victim Support NZ (15 mins)
Questions (10 mins)
Session Flow
* Harris Interactive, 2009 Customer Experience Impact Report
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Safe Harbor Safe harbor 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 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, 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, risks associated with 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 ended January 31, 2012. This document and others 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 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.
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86% of customers will stop doing business with an
organization after 1 bad experience*
Service Matters More Than Ever
* Harris Interactive, 2009 Customer Experience Impact Report
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82% of customers will tell their friends about their bad
service experience*
Service Matters More Than Ever
* Harris Interactive, 2009 Customer Experience Impact Report
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24% Shared their unsatisfactory experiences in 2010, a
50% annual growth rate.*
Increasingly Through Social Channels
Forrester: “Updated 2011: How Consumers Complain About Poor Service”.
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56% of consumers are willing to pay 10% for a
superior customer experience. 84% of willing to
pay 5% more.
But People Are Willing to Pay More
* Harris Interactive Consumer Survey, 11/12
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Shifting Service Channels
Source: Global Contact Center Benchmarking Report 2011
“Which of the following channels are currently in your contact Center?” N=231
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But customers are here: You invested here:
Contact Center
Chasm Between Customers and Contact Centers
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New Imperatives Social Customer Service
“How do I deliver the right
answer, quickly and easily?” “How do I get the right answer
quickly and easily?”
• Everything in one place; intuitive
• Access to knowledge
• Real time access to experts
• Build expertise and credibility
• Find answers without calling
•Ask my peers
•Empower with knowledge
•Share ideas and feedback
Social
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Social Customer Service: Agents
… … …
Collective Knowledge
Always-on Collaboration
Social Feed UI
Social Listening & Engagement
Dashboards & Analytics
Customer Social Profile
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Social Customer Service: Customers
Agent Social Profile
Connect Anywhere
Community Engagement
Fast Answers
Mobile Access
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Social Customer Service Imperative
Happy Agents Happy Customer
Social
=
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Social Customer Service Metrics
Source: Salesforce.com Customer Relationship Survey dated March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly
selected. Response sizes per question vary.
Average Percentage Improvements Reported by Customers
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#1 Case Management
#1 Web Support
Service Cloud Wins in 2012
Gartner CSS MQ Leader
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Product Demo Micah Joel
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Vision Point #1
Customer Portal
Web Chat
My Cases
Communities
Self-Service
Communities Vision Point #1
Case Management
Contracts and Entitlements
Web Chat
Email Management
Call Scripting
Collaborative
Contact Center Vision Point #1
Salesforce for Twitter
Salesforce for Facebook
Radian6 Social Hub
Social Analytics
Social
Engagement
Solutions for Customer Service
Knowledge Analytics
1 2 3
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Multi-Channel Agent Console
Multichannel Service
Universal Agent Desktop
Proactive Knowledge
Social Case Management
Collaborative Contact Center
Phone
Email Response
Live Chat
Social
Advanced Routing
Social Case Management
Spring Summer Winter
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Community
Site.com Platform
Customer Chatter
Self Service Communities
Spring Summer Winter
Sites.com : Designer / Platform
Community Management
Customer Chatter
Social Integration
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Blogs & Communities
Social Engagement
Social Rules Hub
Radian6 for Service Cloud
Social Case Management
Spring Summer Winter
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Natalie Savell
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Victim Support and Staff
1000 Volunteer Workers
150 Paid Staff
60,000 Incidents per year
110,000 Victims
190,000 Support Actions
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Whats Next?
Simple Systems
Making a positive difference for victims
Building community trust and recognition
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Questions
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Don’t Forget to Submit Your Survey!
Stop by the registration kiosks to complete your session
surveys. We have 200 KeepCups to give away as well as
the chance to win a $500 iTunes voucher!
Thank you!
NSW Permit No. LTPS/12/05010
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