TEN THINGS GOD WON'T ASK ON THAT DAY: TEN THINGS GOD WON'T ASK ON THAT DAY:
Douglas Porter your customer won't be calling
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Transcript of Douglas Porter your customer won't be calling
Your customer won’t be calling –How Facebook, Twitter and Google are shaping the future of Customer Service
Douglas PorterEMEA Product Marketing
Safe Harbor Statement“Safe harbor” statement under the Private Securities Litigation Reform Act of 1995: This presentation may contain forward-looking statements including but not limited to statements concerning the potential market for our existing service offerings and future offerings. All of our forward looking statements involve risks, uncertainties and assumptions. If any such risks or uncertainties materialize or if any of the assumptions proves incorrect, our results could differ materially from the results expressed or implied by the forward-looking statements we make.
The risks and uncertainties referred to above include - but are not limited to - risks associated with possible fluctuations in our operating results and cash flows, rate of growth and anticipated revenue run rate, errors, interruptions or delays in our service or our Web hosting, our new business model, our history of operating losses, the possibility that we will not remain profitable, breach of our security measures, the emerging market in which we operate, our relatively limited operating history, our ability to hire, retain and motivate our employees and manage our growth, competition, our ability to continue to release and gain customer acceptance of new and improved versions of our service, customer and partner acceptance of the AppExchange, successful customer deployment and utilization of our services, unanticipated changes in our effective tax rate, fluctuations in the number of shares outstanding, the price of such shares, foreign currency exchange rates and interest rates.
Further information on these and other factors that could affect our financial results is included in the reports on Forms 10-K, 10-Q and 8-K and in other filings we make with the Securities and Exchange Commission from time to time. These documents are available on the SEC Filings section of the Investor Information section of our website at www.salesforce.com/investor. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements, except as required by law.
1980’s: Call Center
Customers’ Approach to Service Is Evolving
Today: The Cloud1990’s: Contact Center
EmailChatPhone
More Channels More ConnectedMore Experts
Today Service Starts in the Cloud
How do I fix this product? Search
United Breaks Guitars
All press is not good
press
Does Social Media Matter to My Business?
“3 out of 4 Americans
use social technology”(Forrester, The Growth Of Social
Technology Adoption, 2008)
“2/3 of the Global
internet population
visits social networks”(Nielsen, Global Faces & Networked
Places, 2009)
“93% of social media users believe a company should have a presence in social media”(Cone, Inc. Sep 2008)
“85% of social media users believe that a company should go further than just having a presence on social sites and should also interact with its customers”(Cone, Business in Social Media Study, Sep 2008)
But Yesterday’s Technology Can’t Keep Up
But Can’t Connect Here:Built for This:
Discussion Forums
Cloud Communities
Company Websites
Contact CenterContact Center
The Real-Time Cloud
Success Means Connecting with Customers Everywhere
PhoneEmailChat
Your Contact Center
Your Contact Center
SalesMarketingResellersOEMs
Your Business & Partners
Your Business & Partners
Self-ServiceForums
Your WebsiteYour Website
The Cloud CommunityThe Cloud
Community
Improved customer perception and satisfaction
Protect your brand by responding in real time
Social Strategy is Built on a “Traditional” Foundation
Your Website Your Call Center
Ideas Content KnowledgeKnowledgeCases Answers
Increased adoption of community & self service
Scale, cost effectiveness, accurate measurement
Cases Analytics Workflow
World’s 1st Integrated Multi-Tenant Knowledge Base
Patchwork of ApplicationsPainful Upgrades
High Cost
Fully Integrated with CRMAutomated Upgrades
Predictable, Low Cost Subscription
Cloud Computing Knowledge BaseSoftware
World’s First Knowledge Base Designed for the Cloud
Multi-tenant platform
Serves every channel
Completely integrated
Automatically upgraded
�
�
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-Hugh McKellarEditor in Chief, KMWorld100 Companies that Matter, 2009
Orange Manages Knowledge in the Service Cloud
SPEED: Deployed to agents and customers just in 12 weeks
EXPERTS: Customer feedback drives continuous knowledge improvement
ANSWERS: Dramatic increase in first contact resolution17 Million Customers
12,000 Agents
Run Your Contact Center in the Cloud
Quicker On-Boarding More Productive Agents Faster Case Resolution
Chat
Complete Case Management
Workflow and Escalation
CTI & Chat Integration
Phone
360º visibility shows customer relative value and priority
Real-time analytics allow faster case resolution
Eliminated 8 separate legacy systems
Siminn Responds Quickly to Business ChangeVisibility Allows Aggressive Expansion in Market
Bring the Best of the Web to Your Customers
Track Service Cases, Find Knowledge
…And Lower Service Costs
Deliver Help & Training, Customize the Experience
Connect with Customers, Capture Answers & Ideas
Deliver Faster, Any-Time Service
Drive Customer Adoption
Build Your Customer Community
$7.50 50¢
Call Center Interaction
Self-ServiceInteractionSource: Garnter How to
Justify a Self-Service Implementation, Dec, 18, 2007
Customer Portal
50% Reduction in case processing time
Greater SLA adherence
Unified view of customers
Misys Benefits from Speed & Ease of UseAgents have more visibility to customer commitments
2000 Agents
The Long Tail of Knowledge Escapes Most Companies
Freq
uenc
y of
Que
stio
ns
Types of Questions
Your Experts’Knowledge
CommunityKnowledge
20% 80%
Generate Community Answers & Ideas
Community
Let Your Community Work for You
The best customer answers & ideas rise to the top
Answers solve issues & enhance your knowledge base
Ideas keep you innovative & responsive
Tribal Knowledge with Answers Community Innovation with Ideas
Extend Your Community to Facebook
Source knowledge from 250+ million experts on Facebook.
Salesforce Answers
Publish your knowledge, ideas, and content on your public web site…
Search
… so Google can help your customers find the answer
KnowledgeIdeas
Content
Help Your Customers Find Knowledge With Google
Your Customers Are Tweeting About You
How do I fix this product?
update
Join Customer Conversations on Twitter
Capture customer conversations and knowledge
Share knowledge with your customers
Social
Search
Customer Portal
Ideas
How Crocs Connected to customers everywhere
Social
Crocs Builds Their Social Community for Innovation
• Started in 2002
• Designer, manufacturer and retailer of footwear for men, women and children under the Crocs
• All shoes feature Crocs’ proprietary closed-cell resin, Croslite™, which represents a substantial innovation in footwear
• Our shoes are popular for casual wear, professional and regular wear
• Crocs™ shoes are sold in more than 125 countries
• Sold to over 100 million customers to-date
Shoes for 2 to 102
A Place to Build Relationships
Encourage them to Contribute More
Ranks the top contributors to the site
Showcase their commitment
Drive adoption by using facebook identity
Get Dialogs Started with Surveys & Polls
Plan your Resources Better
Test Product Ideas
Easily Assess Your Market Opportunities and Ideas
Here’s a product we’ve designed, tell us what you think?
“Great Idea! We will be bringing out these heels for Fall 2010.”Duke, Crocs Product Marketing
Show them You’re Listening & Care
Create Value by Giving More Information
CrocsIdeas in Facebook (coming soon)
Demo
Phone
Search
Social
Customer Portal
Example: Case Collaboration
Example: Partner Service
Example: Social Knowledge
www.salesforce.com/servicecloud
Thank You