Service Cloud: a new Era of Service for the Connected World

Energy Opener

https://youtu.be/2Uf4uBNh6Js or

https://youtu.be/KSeaHss0R5A

Welcome to a New Era of Connected Service

Richard Boon VP, Solution Engineering

Connect to your customers in a whole new way

Growth Driven by Customer Success

FY15 FY10 FY11

It’s All About Customer Experience Customers are increasingly switching providers due to poor customer experience

of the Fortune 500 firms from 2000 do not exist

52%

Source: Accenture, Customer 2020 Source: Ray Wang, “Disrupting Digital Business: Create an Authentic Experience in the Peer-to-Peer Economy”

64%

46% 51%

2014 2013 2012

Become a Customer Company

Connect with your customers in a whole new way

Run your business from your phone

Build 1 to 1 customer journeys

Get smarter about your customers

#1 Customer Service Platform

Faster Service

Smarter Experiences

Powerful Insights


PLAY INTUIT VIDEO https://org62.my.salesforce.com/06930000005ajwaAAA


85% of customers have been put on hold because the agent didn’t know what to say and needed to check

Faster Service 1 Source: Dr Nicola J. Millard, SuperAgent 2020: The evolution of the 2020 contact centre

Connect your service agents in a whole new way

Supercharge productivity

Omni-Channel Presence & Routing Smart, connected support across channels

Intelligent routing Dynamically route the right cases to the right agents, fast

Real-time presence Manage agent availability and push cases at the right time

Seamless interaction Preserve the conversation across every channel, on any device

NEW

88% of time spent on smartphones is in apps

Source: comScore, U.S. Mobile App Report

2 Smarter Experiences

Build 1:1 customer journeys


Embed 1 to 1 support

Service for Apps Connect to 1-to-1 with customers by embedding support into any native mobile app

Get the answers you need anytime,

anywhere

Instantly connect to an agent without leaving the app

Live, interactive video support when you

need it

Create and monitor cases from any mobile

device

Live phone support with a single click in

any app

Chat for Apps SOS for Apps Cases for Apps Tap-to-Call for Apps Knowledge for Apps

Customer Self-Service & Customer Communities Help customers help themselves

Mobile Responsive design to engage on any device

Personalized Customize self-service templates using Lightning drag & drop components

Seamless integration Connected to back end customer data for agents to engage in context

50% of agent interactions will be influenced by real-time analytics, by 2018.

Source: Gartner: Predicts 2015: Weak Mobile Customer Service Is Harming Customer Engagement, November 11, 2014

3 Powerful Insights

Get smarter and more predictive about your customers


Lightning Console Newly designed desktop and intelligent tools to supercharge agent productivity

NEW

Optimized experience New Lightning framework and design to elevate productivity

Smart productivity tools Recommended cases and macros to respond faster

Analytics for teams View data from any source to make smart decisions quickly

Salescloud Demo


2 Smarter Service 3 Personalised Service Faster Service 1 Intelligent routing w/

Omni-channel Built for efficiency w/

Lightning Console, Knowledge, Chatter

360-degree view of the customer

Embed 1 to 1 support Supercharge agent productivity Turn data into action


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.

Magic Quadrant for CRM Customer Engagement Center

April 27th, 2015 Analyst: Michael Maoz, Jim Davies

Gartner has positioned Salesforce highest for ability to execute and furthest for completeness of vision in the Leaders quadrant

Years in a row 6

Salesforce Continues Leadership in Customer Engagement


2 Smarter Experiences 3 Powerful Insights Faster Service 1

Customer Service 1-1 Journeys

Visit servicecloud.com

Talk with Your Account Executive

See demos in our Product Showcase

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Service Cloud: a new Era of Service for the Connected World

Technology

Transcript of Service Cloud: a new Era of Service for the Connected World