Download - Happy Agents = Happy Customers
Happy Agents = Happy Customers
Michael Ramsey Sr. Director Service Cloud
Safe Harbor Safe harbor 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 intellectual property and other litigation, risks associated with 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-Q for the most recent fiscal quarter ended July 31, 2012. This 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.
Michael Ramsey Sr. Director Service Cloud
Customers are Unhappy with Inconsistent Service
Source: North American Technographics Customer Experience Online Surveys
Inconsistent Service
Disconnected systems
Multiple knowledge bases
No support for social
No support for mobile
No interaction context
92% Companies reported decline in customer satisfaction
Agents Chat
Portal Facebook
Web
Hard to Be Productive with Outdated Tools
Avge. Handle Time 54% Agents must use multiple sources to answer customer inquiries
Unproductive Agents
Multiple applications and screens
Not connected to back-office
No single knowledge source
No collaboration
Source: Forrester Study
Service Agent Desktop
www.salesforce.com/service
World’s Leading Social Customer Service App
Building great connections through outstanding service
Social Profile
Agent Console
Multi- Channel Self-Service Communities Analytics Knowledge Social
Engagement Collaboration Partner Service
Award-winning Product Leader
Market Leadership Customer Success Product Leadership
Leader Customer Service
+36% increase in customer satisfaction
+95% increase in customer satisfaction
+28% increase in customer satisfaction
+200% increase in first call resolution
#1 Case Management #1 Web Support
Leader Contact Center Leader Social CRM Market Leader
Champion Customer Service Management
32,000+ Companies
Multi-Channel Customer Service Platform
Zero footprint universal desktop
Cloud CTI
New features three times a year
360° customer view
Agility of force.com platform
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
+34% increase in customer satisfaction
Pinned List Views
CTI 4.0
Push Notifications
Contextual Detail Components
Suggested Knowledge
Integration Toolkit JavaScript API
Navigation Tab
Highlight Panel
Interaction Log
Hot Keys
Push Notification API
Cross Domain JavaScript API
Save User Session Context
Open CTI
Live Agent
Global Event Model
Application Components
Contextual Workspace Components
Bookmark-able URLs
Custom Logos
Service Cloud Console
Amaze Customers with Consistent Service Across Channels
+34% increase in customer satisfaction
Universal agent desktop
Voice, email, web, Chat,
Communities, social
Channel switching with context
In-channel response
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
Push Relevant Information in Context
Suggested Knowledge
Back-office Integration
Contextual Components
Pinned Lists
Push Notifications
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
+34% increase in customer satisfaction
Push Relevant Information in Context
Suggested Knowledge
Back-office Integration
Contextual Components
Pinned Lists
Push Notifications
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
+34% increase in customer satisfaction
Push Relevant Information in Context
Suggested Knowledge
Back-office Integration
Contextual Components
Pinned Lists
Push Notifications
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
+34% increase in customer satisfaction
Push Relevant Information in Context
Suggested Knowledge
Back-office Integration
Contextual Components
Pinned Lists
Push Notifications
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
+34% increase in customer satisfaction
Push Relevant Information in Context
Suggested Knowledge
Back-office Integration
Contextual Components
Pinned Lists
Push Notifications
Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.
+34% increase in customer satisfaction
Chris Duarte Project Manager, LegalZoom @TheChrisDuarte
All About LegalZoom
LegalZoom is an online legal services company, specializing in serving the legal needs of small businesses and families
Salesforce customer since 2011
Service Cloud, Sales Cloud, Chatter, Customer Portal
12 years in business
3 offices: Los Angeles, San Francisco, Austin
• Increase productivity and efficiency
• Reduce handle times & improve response rate
• Streamlined, intuitive interface designed to follow natural progression of a call
• Less clicks to perform repetitive tasks
Case Study:
Improving the Agent Experience Through Less Clicks
Here’s what happened…
DEC JAN
Go live with Salesforce after 3 month implementation cycle
Call Center Agent counts number of clicks needed to send an email
43
One Chatter Post Can Make A Difference • 6-month project focused on reducing clicks
• Focus on improving agent experience and reducing “clickiness”
• Our first step was to validate the user experience
• #LessClicks on Chatter
click-o-meter
4 3salesforce prior CRM 2 0
click-o-meter
#LessClicks Project
• Remove close case screen
FEB 4 3salesforce prior CRM 2 00
click-o-meter
• Pin Contacts to top of search results (Spring ‘12)
4 0salesforce prior CRM 2 083#LessClicks Project MAR
click-o-meter
• Disable Spell Check Popup & Automatically Expand Timeline (HVCR Spring ‘12)
3 8salesforce prior CRM 2 06#LessClicks Project APR
click-o-meter
• Document Delivery Enhancements
3 6salesforce prior CRM 2 00#LessClicks Project MAY
click-o-meter
• Case Wizard
3 0salesforce prior CRM 2 01 9#LessClicks Project AUG
And that is how we went from 43 to 19 clicks
Roadmap
• Move Document Delivery user interface into salesforce
• Hotkeys (Winter ‘13)
• SuperFlow
Derald Sue Chief Information Officer InsideTrack
All About InsideTrack
InsideTrack is the nation's premier provider of student coaching services. Our mission is to improve student engagement, persistence, and success.
Custom Configurations for more than 30 partners, including Columbia University, Penn State University, University of Dayton and Florida State University
Use of both out-of the box configuration and custom development
Email Templates
• Utilize merge fields to send email templates to students
• Emails trigged via Service Console
Roster View
• Coaches can see entire roster in single view
• Dialing initiated by clicking on contact record phone number
• Incoming call screen-pop to contact record
Pinned Lists
• Utilize horizontal and vertical pinned list views (coach preference)
• Ability to quickly see contact detail and continue seeing master roster
• Tabbed browsing in console allows for looking at/working with multiple contacts simultaneously
Custom Meeting UI
• Custom VisualForce UI developed to better align with coach workflow and utilize screen real estate
• Allows coaches to see the most important information and guide them through the meeting process
Dashboard
• Custom Dashboards designed to take large amounts of data and visually represent it in a compelling/actionable way
• Gamification element to set personal goal and drill down for detail
Michael Ramsey
Sr. Director Service Cloud
Gautam Vasudev
Product Manger Service Cloud
Chris Duarte Derald Sue
Project Manager CIO
Visit the"Live Call Center