AVG Technologies The future of support

Daniel UrminskýDirector, ICT Marketing, Sales, Service• Based in Czech Republic

• Head of Salesforce technologies implementation

• Member of global ICT management team

• Member of global Customer Care management team

About AVG (NYSE:AVG)• The online security company protecting Data, Devices and People

• Founded in 1991 in Czech Republic

• Headquartered in Amsterdam, The Netherlands

• PC, Mac©, iOS©, Android™, and Windows Phone© platforms

What is Customer Care at AVG?• 400 support agents

• 4.000 customers’ requests daily

• 40.000 Knowledge Base visits daily

• 7 support channels

• 8 languages

• B2C, B2B and Partners support

• Pre-Sales/Post-Sales

Customer Care on SFDC

Accounts/ Contacts

Cases

License information

Knowledge Base

Chatter Collaboration

Web2CaseEmail2Case

ChatTelephone

Remote Assistance

Customer Community

Social Customer

Service

(Our) Challenges • 360 degree view of customers

• Unified and Seamless Customer Journey

• Omni-channel experience

• Single Screen Experience for agents

• Detailed reporting and analytics

• Adapt to a Dynamic, Rapidly Growing Business Environment

What does CRM mean in AVG?A Global Unified Cloud-Based Solution for our customers, partners and employees, to form the Customer Engagement Platform for AVG with Customers in the centre.

The Strategy

60:30:1060% self-service

30% chat, email 10% phone

Multichannel Customer Journey

Customer Journey Example

CustomerInteraction

Case• Automatic customer

validation

• Auto-assignment of interactions

• 100% documentation rate

Case

Omni-channel• Transfer of customer

to another channel within 1 case

Omni-channel

Customer Feedback• Customer Satisfaction

• Customer Effort Score

• Net Promoter Score

Customer Satisfaction

Key Takeaways

• Put your customers first!

• Listen

• Unify Customer Journeys

• Single Screen Experience

• Configure -> AppExchange -> Develop

thank y u