Salesforce for Service
- 1. Transform the Customer Experience with Intelligent Service Conversations [email protected] @fkcernic Salesforce for Service Frank Klaus Cernic Service Cloud Account Executive
- 2. Today, Customers Avoid Support Getting support is painful, time consuming, and inconvenient Which product are you calling about? How can I help you today? Can you hold while I look something up, please? Let me transfer you to one of our specialists. Can you hold?Hello, who am I speaking with? of customers would prefer to self-serve before dealing with a service agent 81% Can you tell me about your problem? Have you tried following our troubleshooting instructions? Source: HBR
- 3. Disruptive Companies Use Service to Transform the Customer Experience Convenient Contextual Conversational
- 4. But Delivering a Great Customer Experience is Difficult Service solutions built for transactions, not conversations Case Sales Data Knowledge Base Communication Channels WFM ERP Who is the customer? What have they previously called about? What else might they be interested in? What is the solution? Which products have they purchased? Your Customers Your Agents
- 5. Intelligence Empowers Agents with Real-time Solutions Surface insights and answers instantly for agents to deliver conversationally across channels Your Customers Your Agents Communication Channels Case Sales Data Knowledge Base WFM ERP Connected, Intelligent CRM Platform
- 6. Welcome to Salesforce for Service The world’s #1 intelligent customer service platform Personalized Personalize every service conversation Make agents, managers & mobile workers more productive Use Intelligence & AI to make agents smarter & customers happier Productive Predictive Connected Connect on one intelligent platform
- 7. Low Touch Conversations No Touch Conversations High Touch Conversations Field Service Lightning Web & Mobile Snap-in ServiceOmni-channel Routing and Supervisor Social Customer Service Self-Service Communities Connected Products Service Journeys Service Analytics Cross-sell & Upsell Service Bots LiveMessage Agent Console eCommerce Deliver Intelligent Service Conversations Across Every Channel
- 8. Salesforce for Service The world’s #1 intelligent customer service platform Personalized Personalize every service conversation Make agents, managers & mobile workers more productive Use Intelligence & AI to make agents smarter & customers happier Productive Predictive Connected Connect on one intelligent platform
- 9. Salesforce for Service Drives Customer Success Average Percentage Improvements Reported by Salesforce Customers Source: Salesforce Customer Relationship Survey conducted 2014-2016 among 10,500+ customers randomly selected. Response sizes per question vary. Decrease in Support Costs 22% Customer Retention + 26% Agent Productivity + 28% Faster Case Resolution + 31% Increase in Customer Satisfaction +35%
- 10. 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. MagicQuadrantforCRMCustomer EngagementCenter April2017 Analyst(s):MichaelMaoz,Brian Manusama 9 Years in a row A L E A D E R Salesforce Continues Leadership in Customer Engagement
- 11. Thank Y u For a Deep Dive contact –[email protected]