Escalate Your Support with Desk.com Kevin Evans Director - Business Development, Desk.com

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Two Key Takeaways

Escalate Your Own Support

Partner with Desk to Help Your Customers

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Customer Service is Changing

Behind every is a customer. thing device request tweet

app post

question

chat

suggestion

community

Customers Have High Expectations of Support

Fragmented � Inconsistent � Frustrating Seamless � Fast � Effortless

58% Faster

Deployment

Because There are New Ways for Customers to Engage

Dashboard to our lives

Mobile

5B Smartphones

by 2017

4.5B Aggregate

Social Users

Cloud Social

This Creates Unique Challenges for Small Support Teams

Overwhelming Customer Demand

Limited Budget & IT Resources

Lack of Structure & Processes

Inconsistent experience

Limited engagement

No single source of knowledge

No personalization

No cost-effective solutions

No connection to other systems

Stuck in slow motion Service friction Customers fall through the cracks

Unhappy Customers

The Solution Provide Whole Company Support

Desk.com Can Help You Get There…FAST

Support on Every Channel

SocialSupport

CaseManagement

Self-Service

MobileAccess

SimpleSetup

KnowledgeBase

Multilingual Support

BusinessInsights

Instant Productivity Connect & Grow

Deliver Customer Service in Seconds

Desk.com Customers Deliver Customer Service in Seconds

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Track the Right Metrics

1. Track the Right Metrics

• Have unique items so not always possible to resolve an issue on the first call • Encourage their agents to talk to customers as long and as often as it takes to make them happy

• Measure satisfaction after each interaction, after cases close, or annually

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Listen Throughout the Customer Journey

• Never closes a case • Sets reminders to continuously connect • Give advice along the way on best practices • Many customers find this more valuable than the actual support

2. Listen to Customers Throughout Their Journey

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Take Time to Educate

3. Take Time to Educate Customers

• Focus on the long-term • Start early in the relationship • Helps with future case deflection

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Use Self-Service for More Than Deflection

• Understand your customer’s intentions • Make sure you invest in this channel to up-level self-service • Including ratings on your content means you can continuously improve and evolve your support

4. Use Self-Service for More Than Case Deflection

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We Love Our Partners

We’re Making it Even Easier to Connect with Desk

NextGen Desk Connect

Mobile

• API-first architecture –  Building block for NextGen Desk Agent –  Powering Desk mobile

• Easier than ever for SFDC partners –  Canvas –  OpenCTI –  DeskConnect

• Fully Documented API –  Found at dev.desk.com –  Join our great partner ecosystem!

OpenCTI

Partners

Desk API

Canvas

Product

Up to 5 Desk Licenses

Free for 12 months

Now We’re Giving Back! Introducing The Desk.com Service Accelerator Program for Partners

Marketing

Desk Site & Blog

Guest Blog Options Joint Campaigns

Events

Salesforce1 World Tour Dreamforce

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Sunir Shah CMO, Olark Live Chat Founder, Small Business Web (http://www.thesmallbusinessweb.com/)

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Noam Levi Founder, WiserSpread

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Kevin Fredrick Managing Partner, OneReach

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Small & Medium Business Keynote: Scale, Connect and Grow with Salesforce

Wednesday, October 15th @ 2:00 p.m.

Moscone West, 3rd Floor Attend to win 1 of 5 GoPros

First 50 attendees receive signed

“The Big Picture”

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Deliver the Future of Customer Service. Today.

Service Cloud Product Keynote Wednesday, 12:30pm

Chaille Becker Division CIO

Dana Killian VP Customer Experience

Moscone South Main Keynote Room

Come learn what’s new from the Service Cloud & Desk.com!

Liza Landsman CMO

Attend for a chance to win incredible prizes, including GoPros Cameras, Fitbits, Sony Playstation 4s

and 2 Luxury Vacations from Inspirato!