cloudforce sydney 2012 - delivering exceptional customer service with desk.com
DESCRIPTION
Sateja Parulekar presents on How to deliver exceptional Customer Service using Desk.com. This is followed up by presentations from Marc Lehmann (SEO of Saasu) and Simon Monk (Director at Travel Insurance Direct).This was presented during a Breakout Session at Cloudforce Sydney 2012 (http://www.salesforce.com/au/cloudforce/ ).TRANSCRIPT
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Deliver Exceptional Customer
Service with Desk.com
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Delight Employees & Customers in a Whole New Way
Employee Social Network
Customer Social Network
Social Profile
Market Collaborate
Work
Extend Sell
Service
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Delight Employees & Customers in a Whole New Way
Customer Social Network
Social Profile
Market Collaborate
Work
Extend Sell
Service
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Social Customer Service For Every Business
Small support teams
Instant-on/configuration
Agent productivity
Simple API integrations
Contact centers & large support orgs
Strategic customization
Advanced automation
Complete Force.com Platform
Service
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SOCIAL
Instant social + email + phone + web + chat
MOBILE
Respond to customers from anywhere
SIMPLE
Get up and running in minutes
The Social Customer Help Desk for Small Business
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Social: Facebook & Twitter Are Out-of-the-Box
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Mobile: Respond to Customers From Anywhere
Answer customer questions, wherever you
are, on any mobile device.
Customer service doesn’t stop when you
leave the office. We need to be able to talk
to our customers wherever we are
especially when we travel.
“
- Andy Dunn, CEO ”
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Simple: Get Up & Running Over The Weekend
We needed something that was so
easy to use, that we could give it to all
of our store managers with virtually no
training.
“
- John Pepper, CEO ”
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Get Started With Desk.com Today
Starting at A$65 /user/month
Start your 30-day free trial at
salesforce.com/au/desk
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Demonstration
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Thousands of Fast-Growing Businesses Use Desk.com
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Marc Lehmann
CEO, Saasu
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Marc Lehmann
CEO, Saasu.com
Cloud based accounting software.
For small to medium enterprises.
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Online Accounting
Australian-Made
10,000+ Customers
2x Winner at CeBIT
Connects to 100+ Apps
Taught in University
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Online Accounting
Bank Feeds
Invoicing
Payroll
Inventory
Point of Sale
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Service as a Sales Channel
Desk.com
Linked In
Blog
Get Satisfaction
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Service Automation
You are what you
haven’t automated
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Our Challenge
Easy to use
Low email noise
Instant on
Multi-channel and social
Automation features
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We searched
Keep using Google Enterprise mail
Tried going to Zendesk
Hybrid option with Get Satisfaction
Build our own (yes we actually tried doing this!)
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Loving Desk.com
1. Team loves Macros, Labels and Groups.
2. Ops team leader and I love the Business Insight reports.
3. We identified those that needed upskilling.
4. The stars got to shine through.
5. Gave context to our Labs team members.
6. It was great value and easy to setup.
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Simon Monk
Director, Travel Insurance Direct
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Our Challenges
From 0 to Australia’s largest online travel insurance service on the back
of service.
From 1 service person to a team of 20 handling 11,000 calls & emails
per month.
Every time we have a catastrophe, the phones melted.
Service started to slip and errors appeared.
What to do?
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The Solution
Knowledgebase
Reduce volume by answering
the questions that get asked
over and over before they get
asked.
Easy to set up.
Good brand presentation.
Excellent content controls.
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The Solution
Human Capital
Use filters & rules to get the
easy questions to the least
experienced people and the
hardest questions to most
experienced.
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The Solution
Report & Reward
Reward your best people to create great service.
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Deliver Exceptional Customer
Service with Desk.com
Now any small business can deliver social &
mobile customer service like a Social Enterprise.
Sateja Parulekar
Product Marketing, Desk.com
@satejap
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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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Thank You.