transform the customer experience with service on salesforce
TRANSCRIPT
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Transform the Customer Experience with Service on Salesforce
Alissa WinklerAccount Executive, Service [email protected]
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“Customer experience has overtaken price and product as the key brand differentiator.”
Price ProductCustomer
Experience
#1
Source: Customers 2020 Report
The Future is All About Customer Experience
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Yesterday’s Customer Service Solutions
Your Customers
Help lives in desktop portal Personalized: want answers wherever they are, in context
Smarter: want the right answers the first time
Faster: needs constantly evolving
Disconnected resources and data
Not built for speed
The Customer Experience Gap
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Corporate Executive Board’s Study
125,000+ customers 5,000+ customer service reps
100+ companies
3 major findings
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Relationship between Delight & Loyalty
Less Loyal
More Loyal
Below Customer
Expectations
Meets Customer
Expectations
Exceeds Customer
Expectations
The Perception Repurchase
Increased Spend/Share of Wallet
Negative WOM
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Value of delight lost if you don’t
meet customer
expectations
Finding #1: Delight Doesn’t Pay
Less Loyal
More Loyal
Below Customer
Expectations
Meets Customer
Expectations
Exceeds Customer
Expectations
The Perception
The Reality
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Finding #2: Service Drives Disloyalty
ANY customer service interaction istimes as likely to drive disloyalty 4
■Repeat contacts
■Channel switching■Transfers
■Repeating Info
■“Hassle factor”
■Policies and processes customers have to endure
■Robotic service
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Finding #3: Mitigate Disloyalty by Reducing Effort
Companies need to reduce the chances of customers leaving
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Strong Correlation Between Low Effort and Loyalty
Reducing Customer Effort:Increase Repurchase
Increase Share of WalletReduce Negative Word of
Mouth
Low Effort High Effort
1%
81%
Low Effort High Effort
88%
4%
Low Effort High Effort
Repurchase
94%
4%
Source: CEB analysis.
Increased Spend/Share of Wallet
Negative WOM
Percent of customers who…
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Service Platform for Customer Success Transform the customer experience with Service on Salesforce
360-DegreeExperience
Smarter Support
InnovateFaster
Know your customer at every touchpoint
Empower agents and managers with the right tools and intelligence
Build and scale at the speed of your customers
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Helping Customers Succeed Across All Metrics
Faster Case Resolution
48 %+
45 %+Faster Average Handle Time
Agent Productivity
47%+
Support Cost Savings
45%+
CustomerSatisfaction
45%+
Source: Salesforce Customer Relationship Survey conducted March 2015 - May 2015, by an independent third-party, Confirmit Inc., on 4,600+ customers randomly selected. Response sizes per question vary.
Average Percentage Improvements Reported by Salesforce Customers
45 %+
Customer Retention
ImprovementIncrease Savings Increase Improve Savings
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“Service Cloud improves first call resolution by 35%.”
DNA screening for men, women, and children
1 solution for sales & 1 system for service
Inability to customize and scale current solution
Improved First Call Resolution by 35%
Agents handle 35% more cases with Service Cloud
Upsell customers with recommended solutions
Counsyl Replaces Zendesk & Increases Customer Sat. by 10%
Jonathan Wan, Director of Operations
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“Service Cloud enabled 25,000 cases each quarter without adding agents.”
Leader of archiving and compliance solutions
Homegrown solution developed for 40 employees
Inability to measure agent productivity/NPS
Reduced customer onboarding by 39 days
Visibility into support hours spent on product
Automated points to remove human error
Smarsh Moved NPS from -19 to 63 in 8 Months with Service Cloud
Carla Nichols, SVP, Client Services
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