salesforce for service: transform your customer service from transactions to conversations

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Salesforce for ServiceWelcome to Conversational Service

@arnaudhouelahouel@salesforce.com

Arnaud Houel Head of Service Cloud - Emerging Markets

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 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.

The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, 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, the outcome of any litigation, risks associated with completed and any 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 and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures 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 presentations, 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.

Forward-Looking Statements

Together, We’re Building a Path Forward

You are Reaching New Heights of Customer Success

16.2M Calls Answered

per Day 50.9M Article Views

per Day

87M Community

Members

1.4B Live Agent

Requests per Day

You are Redefining Customer Success

+29% Customer

Satisfaction

Continuing Leadership in Customer Engagement

Magic Quadrant for CRM Customer Engagement Center

May 4, 2016; Analyst(s): Michael Maoz, Brian Manusama

This graphic was published by Gartner, Inc. as part of a larger research document and should be evaluated in the context of the entire document. The Gartner document is available upon request from Salesforce.Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest ratings or other designation. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

 GARTNER is a registered trademark and service mark of Gartner, Inc. and/or its affiliates in the U.S. and internationally, and is used herein with permission. All rights reserved.

8 YEARS IN A ROW NAMED A LEADER

�hankyou

Customer �rai

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Your Customers Redefine Service Every Day

Apps Messaging Email Social

LinkedInBlogger

Google+

FacebookTwitter

Phone *2016 Facebook F8 Developers Conference

Skype

Line

My internet is down

Oh no! Would you like someone to come on site?

WhatsApp

Viber

SnapChat

This week is wide open.

Great — I need to see someone today.

Messenger

WeChat

Allo

SMS

Slack

Instagram

SMS

80messages/day*billion

The Conversation GapService communication is transactional, personal communication is conversational

Skype

Line

Yes please after 4pm thx

WhatsApp

Viber

SnapChat

This week is wide open.

Messenger

Slack

WeChat

XX 80

Your Company Your Customers

Billions of Messages

Thousands of Calls

Twitter

Allo

SMS

My internet is down

Great - I need to see someone today

Oh no! Would you like someone to come on site?

Low Touch Conversations

No Touch Conversations

High Touch Conversations

Service Communication is Now Conversational

Field Service

Web & Mobile Snap-in Service

Omni-channel Routing

Social Customer Service

Customer Communities

Connected Products

Service Journeys

Service Analytics

Cross-sell & Up-sell LiveMessage via Bot

LiveMessage

Agent Console

E-commerce

Salesforce for ServiceThe world’s #1 customer service platform

Personalize service with conversations LiveMessage, Lightning Console, Lightning Snap-Ins

Deliver smarter service with intelligence Einstein for Service, Wave, and Communities

Connect service for all mobile employees Field Service Lightning, IoT Cloud

Welcome to

Conversational Service Field ServiceIntelligent Service

+31% Faster Case Resolution

Be a Customer Trailblazer for Service

+28% Agent Productivity

+30% Cost Savings

Salesforce VOC Research 2016

One connected customer experience

+

10K customer service cases/week

93% cost savings with self-service ordering

66% decrease in customer on-boarding time

Sales

Community Field Service

Mark Rahiya President, U.S. Region & Chief Commercial Officer

Commerce

Service

Coca-Cola is a Customer Trailblazer for Service

FILM

SMS Line

LiveAgents

Intelligent Bots

MessengerWeChat

Salesforce LiveMessageSeamlessly engage in conversations with your customers on any messaging app

Introducing

Trail blazer

agent productivity

+28%

Omni-channel routing & supervisor Instantly route cases to the right agent and make adjustments in real time with a full operational view

Productivity tools Work faster with macros, recommended knowledge, and a 360º customer view across any channel

Powered by Einstein Use intelligence to predict customer needs and recommend solutions

Empower every agent & manager to be their best

Service Cloud Lightning Console

NEW

NEW

Jennifer Hall Chief Customer Care Officer

increase in tNPS

+20

Give customers instant access to help Make it easy for customers to get help with In-App Chat, Knowledge, Cases, or Tap to Call

Answer questions faster with context Provide the best answer the first time based on where the customer is within your app or website

Personalize conversations with SOS video support Deliver one-of-a-kind service with 1- or 2-way video, screen share, and on-screen agent annotation

Easily embed conversational service into every mobile or web app

Service Cloud Lightning Snap-Ins

customers be more successful, on every channel

Help

Case Data CTI Data WFM Data Sales Data IoT Data Any Data

Intelligence Makes Customer Service Easy

with natural language processing & machine learning

Learn

real-time data signals

Capture

Einstein Built Into the Customer Success Platform

Einstein

Lightningforce.com

HerokuAppExchange

Thunder

Sales Service Marketing AnalyticsCommunity Apps Commerce IoT

Predictive Analytics Machine &

Deep Learning

NaturalLanguage ProcessingPlatform

Applications

Email, Calendar & Social Data

CRM DataIoT Events

Quip

Einstein Helps Power Smarter Service

Discover service insights

Predict case close times

Recommend agent responses

Automate case classification

Empower Agents with an Intelligent Service Console

Automate case classification Automatically triage cases and resolve issues faster

Predict close time Predict case resolution time and empower your team to intelligently escalate and prioritize work

Recommend responses Recommend knowledge and actions to quickly resolve customer issues and increase agent productivity

Help agents be their best

Recommend articles & answers Suggest the most helpful content, experts, and resources

Automate community case escalation Ensure every customer question gets answered

Roll out communities fast Deploy a smart self-service community in days with Salesforce Lightning Bolt

customer retention+26%

Recommended Articles

Help customers have the best experience

Empower Customers with Community Cloud Einstein

NEW

events per customer

Chris Hansen Senior Director, IT

14B

Process IoT data at scale Ingest billions of events in real time

Identify critical events in real time Find signals amongst large volumes of data to predict and preempt issues

Solve issues proactively Intelligently route cases to the contact center and leverage CRM to quickly resolve issues

Deliver proactive service with connected products

IoT Cloud for Service

Richard Allen

Solution Engineer

DEMO

Nicola Lozzo

CEO

Service Ohana

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