Service Cloud

Delivering superior customer experience with web chat

Jonathan Aniano, Salesforce.com, Director, Product Management

@jonaniano

in/jonaniano

Safe harbor

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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-

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Jon Aniano

Director, Product Management

@jonaniano

in/jonaniano

Connect With Your Customers in a Whole New Way

Cloud . Mobile . Social

Connect With Your Customers in a Whole New Way

Cloud . Mobile . Social

Unhappy

Customers

Inconsistent Service

Across Channels

Poor Customer

Experiences Low Agent

Productivity

Difficult to delight your customers today

Service Cloud helps to solve these problems

+34% Customer

Satisfaction Amazing

Customer

Experiences

+28% Increase in customer

retention

Consistently

Outstanding

Service

+37% Increase in first

contact resolution

Higher Agent

Productivity

+36% Higher agent

productivity Average Percentage Improvements Reported by Customers

Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party,

MarketTools Inc., on 5,500+ customers randomly selected. Response sizes per question vary.

Web Chat cuts costs and increases customer sat

Live Demo!

Melanie Marcell

Sr. Manager,

Web Strategy & Online Solutions

@MMActivision

• #1 Video game publisher

• Self-service portal, Q&A community,

email & live chat

• ~40,000 cases per month

• 36% increase in customer

satisfaction

“Service Cloud allowed us to

streamline customer service

interactions and quickly increase

customer satisfaction.”

--Melanie Marcell,

Sr. Manager, Web Strategy and Online Solutions

Activision and Service Cloud

Multi-channel customer support, knowledge, and portal

Activision Customer Support Experience

Branding Image Screenshots – “Elite”

Branding Image Screenshots – “Black Ops”

Service Cloud Console – Agent Desktop

Quotes from HAPPY Activision agents!

“Less start up time for starting out our day or

switching from phone to chat contacts because

only one window is required, as opposed to

two or three.” – Happy Agent #1

“Agents can reduce time because all case documentation

can be completed prior to the chat contact

concluding. Most of the time spent toward documentation

can instead be channeled toward another customer.” –

Happy Agent #2

• Product-specific branding

• Authenticated customer experience

• Agent screen pop and Quick Text

• Over 1,000 chats per day

• Driving volume from phone to chat

“Service Cloud allowed us to

streamline customer service

interactions and quickly increase

customer satisfaction.”

--Melanie Marcell,

Sr. Manager, Web Strategy and Online Solutions

More from Melanie

Live Agent implementation highlights

Key Takeaways

• Customer experience is king

• Agent experience is a close second

• Plan for multiple rounds of UAT and iteration

Tariq Nagpurwala

Technology Partner,

IT – Sales and Marketing

All about Facebook (in case you didn’t know…)

The preeminent social network, headquartered in Menlo

Park, uses Service Cloud to help support customers using

Facebook’s ad management platform.

955 Million monthly users, 552 Million daily users

~4,000 Employees

Over $1 Billion in quarterly revenue, mostly from advertising platform

Rapidly expanding advertising products and ad platform

Growing shift toward mobile platform usage

• Web, email & live chat support

• 40 Service Cloud users

• 13% mix of support cases are chat

• Service Cloud Console for agents

“Salesforce allows us to rapidly

iterate on our customer support

processes and design unique

solutions to our unique

problems“

- Tariq Nagpurwala, Sr. Manager IT

Facebook and Service Cloud

Delivering customer support and driving ad revenue

Let’s see a demo!

Service Cloud Console – Agent View

Live Agent Implementation Details

1. Agent Configurations

for greetings in each

Language

1. Support Users assigned

to corresponding

Language “Skill”

2. Chat Buttons to initiate

requests for each

Language “Skill”

Live Agent Implementation Details

1. Agent Configurations

for greetings in each

Language

1. Support Users assigned

to corresponding

Language “Skill”

2. Chat Buttons to initiate

requests for each

Language “Skill”

Live Agent Implementation Details

1. Agent Configurations

for greetings in each

Language

1. Support Users assigned

to corresponding

Language “Skill”

2. Chat Buttons to initiate

requests for each

Language “Skill”

Live Agent Implementation Details

1. Agent Configurations

for greetings in each

Language

1. Support Users assigned

to corresponding

Language “Skill”

2. Chat Buttons to initiate

requests for each

Language “Skill”

Live Agent Implementation Details

1. Agent Configurations

for greetings in each

Language

1. Support Users assigned

to corresponding

Language “Skill”

2. Chat Buttons to initiate

requests for each

Language “Skill”

Live Agent Implementation Details

1. Agent Configurations

for greetings in each

Language

1. Support Users assigned

to corresponding

Language “Skill”

2. Chat Buttons to initiate

requests for each

Language “Skill”

Iterating to improve the live chat flow (iteration #1)

Iterating to improve the live chat flow (iteration #2)

Iterating to improve the live chat flow (iteration #3)

300% Increase in customers connected to

agents after clicking chat

Some metrics (for the metrics people)

Average chat duration: 15.95 minutes

Shortest chat: .88 minutes

Longest chat: 65 minutes

Average agent response time: 41.8 seconds

Shortest agent response time: 3 seconds

Longest agent response time: 120 seconds

Average agent message count: 12.83 messages

Lowest agent message count: 2 messages

Highest agent message count: 57 messages

Increase in customers that successfully requested a chat

(data point for each user experience iteration)

What’s next for Facebook and Live Agent?

• Post-chat customer survey

• Measure & drive customer satisfaction

• Inform future iterations

• Enabling Salesforce Knowledge

• Additional language support

• Turkish language support just went live

• More languages coming soon

Key Takeaways

• From the Facebook culture:

• “Done is better than perfect”

• “Move fast and break things”

• Let data drive the decisions

• Eliminate barriers to chat if possible:

• Remove pre-chat form for authenticated customers

• Keep chat channel staffed appropriately

Jon Aniano

Salesforce.com

Director, Product Management

@jonaniano

Melanie Marcell Tariq Nagpurwala

Activision

Senior Manager, Web Strategy

and Online Solutions

@MMActivision

Facebook

Technology Partner,

IT – Sales and Marketing

Key Takeaways

• From the Facebook culture handbook:

• “Done is better than perfect”

• “Move fast and break things”

• Eliminate barriers to chat (pre-chat form, etc.)

Visit the

Live Call Center