Happy Agents = Happy Customers

transcript

Michael Ramsey Sr. Director Service Cloud

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Michael Ramsey Sr. Director Service Cloud

Customers are Unhappy with Inconsistent Service

Source: North American Technographics Customer Experience Online Surveys

Inconsistent Service

Disconnected systems

Multiple knowledge bases

No support for social

No support for mobile

No interaction context

92% Companies reported decline in customer satisfaction

Agents Chat

Portal Facebook

Hard to Be Productive with Outdated Tools

Avge. Handle Time 54% Agents must use multiple sources to answer customer inquiries

Unproductive Agents

Multiple applications and screens

Not connected to back-office

No single knowledge source

No collaboration

Source: Forrester Study

Service Agent Desktop

www.salesforce.com/service

World’s Leading Social Customer Service App

Building great connections through outstanding service

Social Profile

Agent Console

Multi- Channel Self-Service Communities Analytics Knowledge Social

Engagement Collaboration Partner Service

Award-winning Product Leader

Market Leadership Customer Success Product Leadership

Leader Customer Service

+36% increase in customer satisfaction

+200% increase in first call resolution

#1 Case Management #1 Web Support

Leader Contact Center Leader Social CRM Market Leader

Champion Customer Service Management

32,000+ Companies

Multi-Channel Customer Service Platform

Zero footprint universal desktop

Cloud CTI

New features three times a year

360° customer view

Agility of force.com platform

Source: Salesforce.com Customer Relationship Survey conducted March, 2012, by an independent third-party, MarketTools Inc., on 5,500+ customers randomly selected.

Pinned List Views

CTI 4.0

Push Notifications

Contextual Detail Components

Suggested Knowledge

Integration Toolkit JavaScript API

Navigation Tab

Highlight Panel

Interaction Log

Hot Keys

Push Notification API

Cross Domain JavaScript API

Save User Session Context

Open CTI

Live Agent

Global Event Model

Application Components

Contextual Workspace Components

Bookmark-able URLs

Custom Logos

Service Cloud Console

Amaze Customers with Consistent Service Across Channels

Universal agent desktop

Voice, email, web, Chat,

Communities, social

Channel switching with context

In-channel response

Push Relevant Information in Context

Suggested Knowledge

Back-office Integration

Contextual Components

Pinned Lists

Push Notifications

Suggested Knowledge

Pinned Lists

Push Notifications

Suggested Knowledge

Pinned Lists

Push Notifications

Suggested Knowledge

Pinned Lists

Push Notifications

Suggested Knowledge

Pinned Lists

Push Notifications

Chris Duarte Project Manager, LegalZoom @TheChrisDuarte

All About LegalZoom

LegalZoom is an online legal services company, specializing in serving the legal needs of small businesses and families

  Salesforce customer since 2011

  Service Cloud, Sales Cloud, Chatter, Customer Portal

  12 years in business

  3 offices: Los Angeles, San Francisco, Austin

•  Increase productivity and efficiency

•  Reduce handle times & improve response rate

•  Streamlined, intuitive interface designed to follow natural progression of a call

•  Less clicks to perform repetitive tasks

Case Study:

Improving the Agent Experience Through Less Clicks

Here’s what happened…

DEC JAN

Go live with Salesforce after 3 month implementation cycle

Call Center Agent counts number of clicks needed to send an email

One Chatter Post Can Make A Difference •  6-month project focused on reducing clicks

•  Focus on improving agent experience and reducing “clickiness”

•  Our first step was to validate the user experience

•  #LessClicks on Chatter

click-o-meter

4 3salesforce prior CRM 2 0

click-o-meter

#LessClicks Project

•  Remove close case screen

FEB 4 3salesforce prior CRM 2 00

click-o-meter

•  Pin Contacts to top of search results (Spring ‘12)

4 0salesforce prior CRM 2 083#LessClicks Project MAR

click-o-meter

•  Disable Spell Check Popup & Automatically Expand Timeline (HVCR Spring ‘12)

3 8salesforce prior CRM 2 06#LessClicks Project APR

click-o-meter

•  Document Delivery Enhancements

3 6salesforce prior CRM 2 00#LessClicks Project MAY

click-o-meter

•  Case Wizard

3 0salesforce prior CRM 2 01 9#LessClicks Project AUG

And that is how we went from 43 to 19 clicks

Roadmap

•  Move Document Delivery user interface into salesforce

•  Hotkeys (Winter ‘13)

•  SuperFlow

Derald Sue Chief Information Officer InsideTrack

All About InsideTrack

InsideTrack is the nation's premier provider of student coaching services. Our mission is to improve student engagement, persistence, and success.

  Custom Configurations for more than 30 partners, including Columbia University, Penn State University, University of Dayton and Florida State University

  Use of both out-of the box configuration and custom development

Email Templates

•  Utilize merge fields to send email templates to students

•  Emails trigged via Service Console

Roster View

•  Coaches can see entire roster in single view

•  Dialing initiated by clicking on contact record phone number

•  Incoming call screen-pop to contact record

Pinned Lists

•  Utilize horizontal and vertical pinned list views (coach preference)

•  Ability to quickly see contact detail and continue seeing master roster

•  Tabbed browsing in console allows for looking at/working with multiple contacts simultaneously

Custom Meeting UI

•  Custom VisualForce UI developed to better align with coach workflow and utilize screen real estate

•  Allows coaches to see the most important information and guide them through the meeting process

Dashboard

•  Custom Dashboards designed to take large amounts of data and visually represent it in a compelling/actionable way

•  Gamification element to set personal goal and drill down for detail

Michael Ramsey

Sr. Director Service Cloud

Gautam Vasudev

Product Manger Service Cloud

Chris Duarte Derald Sue

Project Manager CIO

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Happy Agents = Happy Customers

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