Salesforce1 World Tour London: Introducton to ExactTarget Marketing Cloud
Salesforce1 World Tour London: Desk.com: Support your customers while growing fast
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12-Sep-2014 -
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Transcript of Salesforce1 World Tour London: Desk.com: Support your customers while growing fast
Support Your Customers While Growing Fast Kate Mirkin Desk.com Product Marketing @kate_shm8
Safe Harbor Safe harbor statement under the Private Securities Litigation Reform Act of 1995:
This presentation may contain forward-looking statements that involve risks, uncertainties, and assumptions. If any such uncertainties materialize or if any of the assumptions proves incorrect, the results of salesforce.com, inc. could differ materially from the results expressed or implied by the forward-looking statements we make. All statements other than statements of historical fact could be deemed forward-looking, including any projections of product or service availability, subscriber growth, earnings, revenues, or other financial items and any statements regarding strategies or plans of management for future operations, statements of belief, any statements concerning new, planned, or upgraded services or technology developments and customer contracts or use of our services.
The risks and uncertainties referred to above include – but are not limited to – risks associated with developing and delivering new functionality for our service, new products and services, our new business model, our past operating losses, possible fluctuations in our operating results and rate of growth, interruptions or delays in our Web hosting, breach of our security measures, the outcome of any litigation, risks associated with completed and any possible mergers and acquisitions, the immature market in which we operate, our relatively limited operating history, our ability to expand, retain, and motivate our employees and manage our growth, new releases of our service and successful customer deployment, our limited history reselling non-salesforce.com products, and utilization and selling to larger enterprise customers. Further information on potential factors that could affect the financial results of salesforce.com, inc. is included in our annual report on Form 10-K for the most recent fiscal year and in our quarterly report on Form 10-Q for the most recent fiscal quarter. These documents and others containing important disclosures are available on the SEC Filings section of the Investor Information section of our Web site.
Any unreleased services or features referenced in this or other presentations, press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make the purchase decisions based upon features that are currently available. Salesforce.com, inc. assumes no obligation and does not intend to update these forward-looking statements.
Customer Expectations of Support has Changed
Fragmented Inconsistent Frustrating Seamless Fast Effortless
Customers will spend more with a company because of positive customer service experiences
75%
Satisfied Customers Are More Loyal & Spend More
Source: Most Companies Fai Customer Service Test, Michael Hess http://www.cbsnews.com/news/most-companies-fail-customer-service-test/
Small Teams Face Amplified Engagement Challenges
Overwhelming Customer Demand
Limited Budget & IT Resources
Lack of Structure & Processes
Unhappy Customers
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
All-in-One Customer Support App For Growing Companies
Support on Every Channel
SocialSupport
CaseManagement
Self-Service
MobileAccess
SimpleSetup
KnowledgeBase
Multilingual Support
BusinessInsights
Fast Setup, Instant Productivity
Insights for Business Agility
Customer Service for Any Business, Any Industry, Anywhere
Improve Customer Satisfaction Across Every Metric
Faster Response to Customers
+42%
Source: Desk.com Customer Survey conducted February 2014, on,600+ customers randomly selected. Response sizes per question vary.
36% increase in Customer
Satisfaction
+38% Increase in
Agent Productivity
Decrease in Support Costs
+27% Faster Case
Resolution Time
+34%
Average Percentage Improvements Reported by Desk.com Customers
Satisfy the Need for Speed: Fewer Reps Close More Cases
Easy out-of-the-Box configuration
Make agents more efficient with productivity tools
Automate routing and escalation to
improve collaboration
• Travel booking app for iPhone, iPad, Android • Rapid expansion to 150 destinations in 16 countries with 6 million downloads in 3 years • 50-100 employees with 28 customer service agents covering 5 languages • Desk.com deployment time: 3 days
24/7 Personalized Support for World-Class Travelers
“Desk.com gives us that beacon of information - the central point for
anything support related. ” - Patrick Cheeseman, Head of Customer Support, Hotel Tonight
Keara Cho Desk.com Product Marketing
Tom Beck Technical Author/ Customer Service Manager
Be Bigger Than You Are: Multi-Channel Support & Self-Service
Multi-channel support: email, phone, chat, web, and social
Help your customers help
themselves with self-service support
Manage content to stay current and relevant
Keara Cho Desk.com Product Marketing
Alicia Manifold Global Operations Manager @aliciamanifold
Track, Measure, and Adjust Quickly with Business Insights
Identify the metrics that define success for your business
Measure agent performance
Identify important trends and
escalate throughout the company
Keara Cho Desk.com Product Marketing
Simon Hade Co-founder & COO @spaceapegames
Thousands of Fast-Growing Businesses Use Desk.com
Technology Helps Small Businesses Scale and Grow Quickly
Loyal Customers
Acquire Retain
Convert Reach
Happy Customers
Start a Free Trial for the All-in-One Support App
Satisfy the Need for Speed Be Bigger Than You Are Track, Measure, and Adjust Quickly
Tom Beck Technical Author/
Customer Service Manager
Simon Hade Co-Founder & COO @spaceapegames
Alicia Manifold Global Operations Manager
@aliciamanifold
GIVE US YOUR FEEDBACK and we’ll buy you a cup of coffee
Complete session surveys at the registration kiosks and receive a $5 Starbucks gift card.