Becca Krass  Director of Product Marketing, Desk.com

Customer Service the Small Business Way

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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.

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Safe Harbor

Every Company Has Customer Service, 100%

Every Country

Every Industry

Every Size

Every Business

78% abandoned a transaction

(Source: American Express Survey 2011)

6-7x more expensive to

to acquire new customers vs. retain existing

ones (Source: White House Office of

Consumer Affairs)

Customers React Badly to Bad Customer Service

2X more likely

to talk about bad experiences vs.

good ones (Source: 2012 Global Customer

Service Barometer)

Source: Customers 2020 Report

“Customer experience has overtaken price and product as the key brand differentiator.”

Price Product Customer Experience

#1

Future of Customer Service is the Customer Experience

How Does Experience Shape Your Vision of Support?

How do I deliver awesome

customer service all the time?

 Customer Experience

 Agent Experience

How do I make amazing service

easier for my team?

How does support drive growth in my

business?

 Business Experience

Help Customers Help Themselves with Self-Service

Customers find their own answers

Personalized information Decrease case volume coming to agents

Customer

Productivity tools

Collaboration

Speed

Personalized support

Optimize for customers

Agent console

Knowledge base

Empower Agents Support Customers

Empower Agents to Drive Customer Satisfaction Agent

Support Metrics Inform Better Business Decisions

Agent Performance Measure team performance to improve speed and quality of interactions

Customer Satisfaction Track customer sentiment over time and adjust processes to improve

Support KPIs Aim for service metrics to improve customer & agent experience

Business Trends Identify common issues and bring insight to business decisions

Business

Agents drown in customer inquiries

Customers fall through the cracks

Support can’t scale with business

Many Growing Support Teams Face Unique Challenges

 Customer Experience  Agent Experience  Business Experience

Party On!

Customer Service Made Easy http://www.youtube.com/watch?v=7ALj6hzSyW4

Deliver Fast, Awesome Customer Service with Desk.com

All-in-one customer service app for fast growing

companies

Integration Multi-brand

Support Business Insights CSAT Knowledge

Base Self-Service Productivity Tools Mobile Case

Management Multi-Channel

Support Simple Setup

27 % 34 % 38 % 39 %

Faster Case Resolution

Time

Increase Agent

Productivity

Faster Response to Customers

Increased Productivity Drives Customer Satisfaction

Source: Desk.com Customer Survey conducted February 2014 on 600+ customers randomly selected. Response sizes per question vary.

Average Percentage Improvements Reported by Desk.com Customers

36% Increase in Customer

Satisfaction

Decrease in Support Cost

Organize Support to Catch Every Customer Request

•  Customizable help center templates optimized for mobile •  Easily upload logos, embed media, and

publish articles •  Customers can login to portal for

personalized view of own cases

•  One knowledge base powers all content for internal and external audiences

Help Customers Help Themselves with Self-Service Customer

Enable Happy Agents with Top Productivity Tools Agent

 Filters  Labels  Macros

Make Better Decisions with Business Insights

•  Out-of-the-box, measure support team and agent performance

•  Identify and drill down on

feature requests, product issues, and measure the impact of improvements

•  Advanced reporting for CSAT, companies, knowledge and customized segmentation

Business

Achieve a 360˚ View of Customers with Desk Connect Bi-directional sync with Standard Account, Contact, & Case objects

Salesforce Reports & Dashboards

Desk.com Business Insights

Salesforce1 Mobile Dashboards

Salesforce Meets Any Customer Support Need

Connect Service to Everything Your Company Does

Start Providing Awesome Customer Service

 Help customers help themselves

 Give agents the tools they need to work fast

 Grow your business with better support insights

www.desk.com