Happy Agents = Happy Customers

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Agents spend countless time in front of archaic user interfaces, toggling between multiple systems, and spending hours, if not days searching for information. This leads to frustration and, in turn, poor customer service. Learn how Salesforce customers have created multiple intuitive agent interfaces to increase agent happiness and customer satisfaction.

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<p>Happy Agents = Happy Customers </p> <p>Michael Ramsey Sr. Director Service Cloud </p> <p>Safe Harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995: </p> <p>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. </p> <p>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. </p> <p>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. </p> <p>Michael Ramsey Sr. Director Service Cloud </p> <p>Customers are Unhappy with Inconsistent Service </p> <p>Source: North American Technographics Customer Experience Online Surveys </p> <p>Inconsistent Service </p> <p>Disconnected systems </p> <p>Multiple knowledge bases </p> <p>No support for social </p> <p>No support for mobile </p> <p>No interaction context </p> <p>92% Companies reported decline in customer satisfaction </p> <p>Agents Chat </p> <p>Portal Facebook </p> <p>Web </p> <p>Hard to Be Productive with Outdated Tools </p> <p>Avge. Handle Time 54% Agents must use multiple sources to answer customer inquiries </p> <p>Unproductive Agents </p> <p>Multiple applications and screens </p> <p>Not connected to back-office </p> <p>No single knowledge source </p> <p>No collaboration </p> <p>Source: Forrester Study </p> <p>Service Agent Desktop </p> <p>www.salesforce.com/service </p> <p>Worlds Leading Social Customer Service App </p> <p>Building great connections through outstanding service </p> <p>Social Profile </p> <p>Agent Console </p> <p>Multi- Channel Self-Service Communities Analytics Knowledge </p> <p>Social Engagement Collaboration </p> <p>Partner Service </p> <p>Award-winning Product Leader </p> <p>Market Leadership Customer Success Product Leadership </p> <p>Leader Customer Service </p> <p>+36% increase in customer satisfaction </p> <p>+95% increase in customer satisfaction </p> <p>+28% increase in customer satisfaction </p> <p>+200% increase in first call resolution </p> <p>#1 Case Management #1 Web Support </p> <p>Leader Contact Center Leader Social CRM Market Leader </p> <p>Champion Customer Service Management </p> <p>32,000+ Companies </p> <p>Multi-Channel Customer Service Platform </p> <p>Zero footprint universal desktop </p> <p>Cloud CTI </p> <p>New features three times a year </p> <p>360 customer view </p> <p>Agility of force.com platform </p> <p>Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected. </p> <p>+34% increase in customer satisfaction </p> <p>Pinned List Views </p> <p>CTI 4.0 </p> <p>Push Notifications </p> <p>Contextual Detail Components </p> <p>Suggested Knowledge </p> <p>Integration Toolkit JavaScript API </p> <p>Navigation Tab </p> <p>Highlight Panel </p> <p>Interaction Log </p> <p>Hot Keys </p> <p>Push Notification API </p> <p>Cross Domain JavaScript API </p> <p>Save User Session Context </p> <p>Open CTI </p> <p>Live Agent </p> <p>Global Event Model </p> <p>Application Components </p> <p>Contextual Workspace Components </p> <p>Bookmark-able URLs </p> <p>Custom Logos </p> <p>Service Cloud Console </p> <p>Amaze Customers with Consistent Service Across Channels </p> <p>+34% increase in customer satisfaction </p> <p>Universal agent desktop </p> <p>Voice, email, web, Chat, </p> <p>Communities, social </p> <p>Channel switching with context </p> <p>In-channel response </p> <p>Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected. </p> <p>Push Relevant Information in Context </p> <p>Suggested Knowledge </p> <p>Back-office Integration </p> <p>Contextual Components </p> <p>Pinned Lists </p> <p>Push Notifications </p> <p>Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected. </p> <p>+34% increase in customer satisfaction </p> <p>Push Relevant Information in Context </p> <p>Suggested Knowledge </p> <p>Back-office Integration </p> <p>Contextual Components </p> <p>Pinned Lists </p> <p>Push Notifications </p> <p>Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected. </p> <p>+34% increase in customer satisfaction </p> <p>Push Relevant Information in Context </p> <p>Suggested Knowledge </p> <p>Back-office Integration </p> <p>Contextual Components </p> <p>Pinned Lists </p> <p>Push Notifications </p> <p>Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected. </p> <p>+34% increase in customer satisfaction </p> <p>Push Relevant Information in Context </p> <p>Suggested Knowledge </p> <p>Back-office Integration </p> <p>Contextual Components </p> <p>Pinned Lists </p> <p>Push Notifications </p> <p>Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected. </p> <p>+34% increase in customer satisfaction </p> <p>Push Relevant Information in Context </p> <p>Suggested Knowledge </p> <p>Back-office Integration </p> <p>Contextual Components </p> <p>Pinned Lists </p> <p>Push Notifications </p> <p>Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected. </p> <p>+34% increase in customer satisfaction </p> <p>Chris Duarte Project Manager, LegalZoom @TheChrisDuarte </p> <p>All About LegalZoom </p> <p>LegalZoom is an online legal services company, specializing in serving the legal needs of small businesses and families </p> <p> Salesforce customer since 2011 Service Cloud, Sales Cloud, Chatter, Customer Portal 12 years in business 3 offices: Los Angeles, San Francisco, Austin </p> <p> Increase productivity and efficiency </p> <p> Reduce handle times &amp; improve response rate </p> <p> Streamlined, intuitive interface designed to follow natural progression of a call </p> <p> Less clicks to perform repetitive tasks </p> <p>Case Study: </p> <p>Improving the Agent Experience Through Less Clicks </p> <p>Heres what happened </p> <p>DEC JAN </p> <p>Go live with Salesforce after 3 month implementation cycle </p> <p>Call Center Agent counts number of clicks needed to send an email </p> <p>43 </p> <p>One Chatter Post Can Make A Difference 6-month project focused on reducing clicks </p> <p> Focus on improving agent experience and reducing clickiness </p> <p> Our first step was to validate the user experience </p> <p> #LessClicks on Chatter </p> <p>click-o-meter </p> <p>4 3salesforce prior CRM 2 0</p> <p>click-o-meter </p> <p>#LessClicks Project </p> <p> Remove close case screen </p> <p>FEB 4 3salesforce prior CRM 2 00</p> <p>click-o-meter </p> <p> Pin Contacts to top of search results (Spring 12) </p> <p>4 0salesforce prior CRM 2 083#LessClicks Project MAR </p> <p>click-o-meter </p> <p> Disable Spell Check Popup &amp; Automatically Expand Timeline (HVCR Spring 12) </p> <p>3 8salesforce prior CRM 2 06#LessClicks Project APR </p> <p>click-o-meter </p> <p> Document Delivery Enhancements </p> <p>3 6salesforce prior CRM 2 00#LessClicks Project MAY </p> <p>click-o-meter </p> <p> Case Wizard </p> <p>3 0salesforce prior CRM 2 01 9#LessClicks Project AUG </p> <p>And that is how we went from 43 to 19 clicks </p> <p>Roadmap </p> <p> Move Document Delivery user interface into salesforce </p> <p> Hotkeys (Winter 13) </p> <p> SuperFlow </p> <p>Derald Sue Chief Information Officer InsideTrack </p> <p>All About InsideTrack </p> <p>InsideTrack is the nation's premier provider of student coaching services. Our mission is to improve student engagement, persistence, and success. </p> <p> Custom Configurations for more than 30 partners, including Columbia University, Penn State University, University of Dayton and Florida State University </p> <p> Use of both out-of the box configuration and custom development </p> <p>Email Templates </p> <p> Utilize merge fields to send email templates to students </p> <p> Emails trigged via Service Console </p> <p>Roster View </p> <p> Coaches can see entire roster in single view </p> <p> Dialing initiated by clicking on contact record phone number </p> <p> Incoming call screen-pop to contact record </p> <p>Pinned Lists </p> <p> Utilize horizontal and vertical pinned list views (coach preference) </p> <p> Ability to quickly see contact detail and continue seeing master roster </p> <p> Tabbed browsing in console allows for looking at/working with multiple contacts simultaneously </p> <p>Custom Meeting UI </p> <p> Custom VisualForce UI developed to better align with coach workflow and utilize screen real estate </p> <p> Allows coaches to see the most important information and guide them through the meeting process </p> <p>Dashboard </p> <p> Custom Dashboards designed to take large amounts of data and visually represent it in a compelling/actionable way </p> <p> Gamification element to set personal goal and drill down for detail </p> <p>Michael Ramsey </p> <p>Sr. Director Service Cloud </p> <p>Gautam Vasudev </p> <p>Product Manger Service Cloud </p> <p>Chris Duarte Derald Sue </p> <p>Project Manager CIO </p> <p>Visit the"Live Call Center </p>