Service Cloud Crystal Ball
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The document outlines the importance of a 'B2ME' strategy in enhancing customer service, emphasizing that business buyers seek experiences akin to personal purchases. It highlights the significance of self-service in improving customer experience, with statistics showing the need for hyper-personalization and fast responses. Additionally, it discusses methods to elevate customer interaction through digital means and empower agents for better service delivery.
Service Cloud Crystal Ball
- 1. Thank you for joining! "A satisfied customer is the best business strategy of all." —Michael LeBoeuf
- 2. Service Cloud Crystal Ball
- 3. Anthony Pica Director, Marketing, Internet Creations Connect with me: +1 609.245.8457 www.linkedin.com/in/anthonypica • @anthonypica [email protected] Director, Product, Internet Creations Connect with me: +1 609.438.1360 www.linkedin.com/in/hyermish • @hyermish [email protected] Howard Yermish
- 4. Agenda • Why is “B2Me” important? (10 mins) • Where is your organization on its self- service journey? (10 mins) • Service Cloud Crystal Ball: Empower your agents to deliver better service (10 mins)
- 5. “B2Me” is the key to better service 82%percent of business buyers want the same experience as when they’re buying for themselves 78%of business buyers are likely to switch brands if they receive inconsistent levels of service —State of Salesforce Report B2B standards should mirror B2C expectations
- 6. As a customer, what are your expectations?
- 7. How to make customer experience your differentiator When customers take time to contact you, it’s an opportunity to “wow” them. 1. Hyper-personalize every interaction 2. Be where your customers are 3. Create a 360-degree view 4. Add value beyond what can be self-served 5. Continuously evolve your digital experiences 6. Give everyone a voice 7. Provide fast responses. Be proactive. 69% of consumers and 82% of business buyers say personalized care influences their loyalty. —Salesforce State of Service 7 Ways to Delight Your Customers
- 8. Self-service is tantamount to a great customer experience Speed is the name of the game ❖ 81% of customers attempt to self-serve before contacting support* Reduce your cost of service with self-service ❖ $7-$13 spent per case* ❖ 50% reduction in case volume† ❖ 9% decrease in case resolution time† *Harvard Business Review † Forrester Total Economic Impact Of Salesforce Community Cloud Study
- 9. Where is your organization on its self-service journey? Help Center Portal Community ● Enable peer-to-peer support and collaboration ● Connect employees with customers in online forums ● Solicit feedback and crowdsource ideas ● Provide hyper-personalized experiences ● Improve e-commerce buying experience ● Create customer advocates ● Engage your customers and build your brand ● Public knowledge base articles ● Product documentation ● Tutorials and “how to” resources ● Support contact information ● Case submission ● View account information ● Review support cases ● Product registration & warranty ● Update settings, such as email address and password
- 11. Poll
- 12. A great customer experience starts with a great agent experience. ★ Empower your agents with tools to deliver better service ★ Happy Employees = Happy Customers
- 14. Questions?
- 15. Thank you