customer experience: the new currency
TRANSCRIPT
Customer Experience: The New Currency Service Cloud For The Connected World
Vijay Iyer Lead Solutions Engineer, Asia Pacific
[email protected] @vijayviyer
Paul Baptist Director, Solution Engineering , Asia Pacific
[email protected] @paulbaptist
What is customer experience?
“Gartner defines customer experience as the customer’s perceptions and related feelings caused by the one-off and cumulative effect of interactions with a company’s employees,
systems, channels or products”
75 Billion connected products by 2020
connected products per person
Trillions of Interactions
58 in the world’s most connected countries
Single Channel Multi Channel Cross-Channel Omni-Channel
Long Ago Yesterday Today Emerging
Customer Interactions are Happening across Multiple Channels
Shop Touch
& Test
Configure, Price,
Quote, Finance
Purchase/ Lease Waiting Delivery Use Service Sale/ New
Purchase Gather
Information
Be Consistent Be Fast & 24x7
Be Relevant Know Me
Make It Effortless
Customers are Interacting at Every Stage
Know Me Give Me Control Adapt to My Situation
Help Me as a Team
M a k e I t S i m p l e
Customer Expectations are Shaped by Other Industries
So what is the effect of a bad customer experience?
Are you a leader or a laggard? Happy customers translate directly to business value for leading companies
of CX leaders financially outperform their industry and 6% underperform
likely to financially out-perform competitors. 76% 4x
It’s All About Customer Experience Customers are increasingly switching providers due to poor customer experience
of the Fortune 500 firms from 2000 do not exist
52%
Source: Accenture, Customer 2020 Source: Ray Wang, “Disrupting Digital Business: Create an Authentic Experience in the Peer-to-Peer Economy”
64%
46% 51%
2014 2013 2012
Customer Service Has to Evolve
1990s
Phone Today
Everywhere 2000s
Social
Customers are expecting connected service everywhere
The Customer Experience Gap is Widening
Companies Customers Systems Customers Employees
Disconnected from:
Faster Smarter More Insightful
Demand service that is:
The Customer Experience Gap is Widening
Consistent customer experience across all communication touch points Customer is interacting with your brand – not channel
Omni-Channel is the Key to Success
#1 Customer Service Platform
Faster Service
Smarter Apps
Powerful Insights
2 Smarter Apps 3 Powerful Insights 1 Faster Service
Welcome to a New Era of Connected Service
85% of customers have been put on hold because the agent didn’t know what to say and needed to check
1 Faster Service
Source: Dr Nicola J. Millard, SuperAgent 2020: The evolution of the 2020 contact centre
Welcome to a New Era of Connected Service
Newly designed desktop and intelligent tools to supercharge agent productivity
Optimized experience New Lightning framework and design to elevate productivity
Smart productivity tools Recommended cases and macros to respond faster
Analytics for teams View data from any source to make smart decisions quickly
Lightning Console NEW
Intelligent routing Dynamically route the right cases to the right agents, fast
Real-time presence Manage agent availability and push cases at the right time
Seamless interaction Preserve the conversation across every channel, on any device
NEW
Smart, connected support across channels
Omni-Channel Presence and Routing
Demo 1
88% of time spent on smartphones is in apps
Source: comScore, U.S. Mobile App Report
2 Smarter Apps
Welcome to a New Era of Connected Service
Connect to 1-to-1 with customers by embedding support into any native mobile app
Chat for Apps SOS for Apps Cases for Apps Tap-to-Call for Apps Knowledge for Apps
Service for Apps
Demo 2
50% of agent interactions will be influenced by real-time analytics, by 2018.
Source: Gartner: Predicts 2015: Weak Mobile Customer Service Is Harming Customer Engagement, November 11, 2014
3 Powerful Insights
Welcome to a New Era of Connected Service
Actionable analytics for Service Cloud customers
Extend success with apps
Analytics for Service Managers
Get a central view of your key KPIs, on any device
Analytics for Service Agents Access any service data for a 360 degree customer view
Native to Service Cloud Wave visualizations in the Lightning Console
NEW Service Wave Analytics App
Demo 3
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.
Magic Quadrant for CRM Customer Engagement Center
April 27th, 2015 Analyst: Michael Maoz, Jim Davies
Gartner has positioned Salesforce highest for ability to execute and furthest for completeness of vision in the Leaders quadrant
Years in a row 6
Salesforce Continues Leadership in Customer Engagement
FY15 FY10 FY11
Growth Driven by Customer Success
February 2010 Kunal Bahl and Rohit Bansal Launch online deals website
June 2010 Acquire GrabOn
January 2011 First Investor - Nexus Ventures
December 2011 Change In Biz Model – Online Marketplace – 10 sellers
December 2012 1000 sellers
November 2015 150,000 sellers
Acquisitions Freecharge, Shopo, Doozton,
Exclusively, eSportsBuy
12 Million+ Products 150,000 Sellers 5000+ Cities
Snapdeal – India’s #1 Marketplace
Salesforce Chosen As The Technology Platform
Desired End State
• Empower CS Executives with Key Information
• Multi-Channel Case Management
• Accuracy of response via Knowledge
• Improve case ownership
• Improve speed of resolution through automation
• Proactive alerts & escalations (actionable analytics)
• Lack of clearly defined case ownership
• Lack of the right data to support accurate decision making for CS executives
• NPS Scale (+30)
• Automation gaps (impacts productivity)
• No real-time insights into agent productivity, volume, case volume
• Non-standardized process turnaround times
Current State
Customer Experience Journey
eCommerce leader with largest marketplace
4000+ Customer and Merchant Support staff
Multiple systems – No single data source
No real-time insights on agent productivity, case volume
Personalize 1-on-1 interactions across email, phone, web, mobile and social
360 View – OMS, Shipping, Finance, Returns
30% Increase in FCR in first 3 months
95% Reduction In Refund Escalations
snapdeal Improves Customer Experience With Service Cloud
EBU
“Customer experience is the new battlefield – winning the customer is the goal.”
Dharmarajan K, Head of Customer Experience
Mandeep Sokhanda Director, Customer Experience Operations
Gaurav Kapil Senior Director, Customer Experience Operations
thank y u