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EnhancingShoppingExperiencesWithConnectedCustomerService

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Panelists MODERATOR:AliciaEspositoContentStrategist,RetailTouchPoints

AnitaConstantinoSeniorManager,Retail/[email protected]

MariaHumphreyDirectorRetailProductMarketingSalesforcemhumphrey@salesforce.com

The Trusted Leader inEnterprise Cloud Transformation

Maria Humphrey

RETAIL PRODUCT MARKETING DIRECTORSALESFORCE

Me2BThe Store

Strikes Back

ShoppingDeconstructed

It’s Time to Reimagine Retail

PersonalizationEverywhere

SuperchargeEmployees

Agile Innovation

© 2015 Acumen Solutions. All Rights Reserved. www.acumensolutions.com

The Salesforce Shopper Success Platform

Connected Shoppers(Personalization Everywhere)• Shopper Journeys• Mobile Experiences• Loyalty Management

Connected Stores(Supercharged Associates)• Employee Journeys• Store/Franchise Ops• Assisted Selling/

Clienteling

Connected Service(Supercharged Agents)• Self-service• Integrated Contact Center• Operations Service

RetailAgility(Rapid Innovation)• Shopper Apps• Employee Apps• ERP Agility Layer

Multitenant CloudWorld’s most trusted

Customer Success PlatformWorld’s #1 CRM

Restaurant SolutionsReimagine Engagement


Self-Service CommunitiesEmpower shoppers with a mobile accessible portal and community to get answers and connect with peer experts

Connected Service

Support every shopper anytime, anywhere

Operations ServiceEnsure operational excellence with consolidated help desk support and IoT automation that helps resolve issues before they impact the shopper experience

Integrated Customer CareDeliver personalized service across email, social, web, chat, video, and phone with a unified CRM and integrated knowledge base

The Trusted Leader inEnterprise Cloud Transformation

Anita Constantino

SENIOR MANAGER, RETAIL/CPGACUMEN SOLUTIONS

Leading omni-channel retailers create a 360° customer view by connecting retail systems, examining customer insights, and personalizing engagement


Brand awareness is being replaced by personalized brand engagement

• A robust 360 view of the customer allows retailers to remain competitive providing a seamless and effortless customer service.

• Loyalty and customer experience is the fastest way to increased sales, conversion and AOS

Brick and mortar and click and mortar experiences are converging

• Profile based engagement all channels so that every touch point is based on customer intelligence

• Enhanced mobile commerce and social/community initiatives

Customer behavior has evolved • Leveraging brand loyalty with customers to create buzz• Pricing optimized based on customer behavior • Listening and acting on voice of the customer input

Internet of things (IoT) driving new innovations

• Launching new products with interconnected product and services or Internet of things (IoT)

• Proactive engagement, predictive customer serviceCustomer insights drive brand decisions

• Integrating and mastering data with a common hierarchy and attribute definition to achieve true BI analytics, combining Store, Web andMobile data.

• A robust, globally integrated customer profile allows new products a faster time to market

INDUSTRY TREND OPPORTUNITIES

Retailers that score highest in customer service measure customer experience ratings and strive for continued improvement


FORRESTER’S CUSTOMER EXPERIENCE INDEX90 DAY SCORES

CUSTOMERS DEMAND IMMEDIATE, CONSISTENT & PERSONALIZED INFORMATION

• How enjoyable were they to do business with?

Enjoyable

• How easy were they to do business with?

Easy

• How effective were they at meeting your needs?

Meets Needs

They also tend to be the highest revenue performers, outperforming the market by a considerable margin


6 YEAR STOCK PERFORMANCE OF CUSTOMER EXPERIENCE LEADERSVS LAGGARDS AND S&P 500 (2007-2012)


A positive customer experience boosts business, a neutral or negative experience can be catastrophic

RISKS OF A MEDIOCRE CUSTOMER EXPERIENCE

92%of consumers form an opinion about a company’s image through their interaction with the Contact

Center

80%of companies believe they deliver a good

customer experience

20%of consumers agree

73%of the Millennial

generation will leave after one bad experience

85%will tell others about

their poor experiences


• Service Cloud with CTI, Knowledge, and Chat for seamless service

• Lightning Connect for real-time Interfaces

• Analytics cloud for deeper understanding

Connected Customer Service allows retailers to have information rich customer interactions without having to replace all of their underlying systems

ROBUST SERVICE CONSOLE PULLS DATA FROM POS, WMS, ORDER MGMT, OTHERS HOW IT WORKS

Exceptional experience while reducing time spent on phone/chat by up to 25%

Single, agent optimized, console across all channels

Robust customer centric, multi-channel interaction management

Real-time bi-directional integration allows CRM to be an interactive “layer” on legacy systems that track customers as orders

In 5-6 months, retailers can achieve their business objectives and desired business impacts


Solution Enablers Business Impacts (& Metrics)

A consolidated & comprehensive view and management of

customer record while…

Objectives

CTI integration

Speed to solution (8 months)

Robust, clean UI

Live agent chat

Lightning Connect solves for legacy data

360° view of the Customer

Automates “swivel chair processes”

Web & email to case

Omni-Channel Communication

Time Spent on Manual Tasks (↓)

First Call Resolution(↑)

Employee Productivity (↑)

Customer Satisfaction and Brand Loyalty (↑)

Customer Attrition (↓)

Service Effectiveness

Improved Customer

Experience

“Do no harm”

Even better customer experience through….

We offer Marketing Analytics using Analytics Cloud to give retailers insight into consumer behavior and integrated retail data to make smart decisions


WAVE ANALYTICS FOR SERVICE CLOUD - RETAIL

Contact us today to learn more


Thank you for joining us today. For more information about Connected Customer Service, please contact:

Anita Constantino – [email protected]

Or visit: http://bit.ly/ConnectedCustomerService

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Q&A|Panelists MODERATOR:AliciaEspositoContentStrategist,RetailTouchPoints

AnitaConstantinoSeniorManager,Retail/[email protected]

MariaHumphreyDirectorRetailProductMarketingSalesforcemhumphrey@salesforce.com

#OmniCX

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