Sarah StealeySenior Vice President of Customer

Support

This is iContact

Company Big Picture• Founded July 2003, Series A in 2007

• 300-employee company in Morrisville, NC

• Subscription SaaS email marketing and

social marketing company

• Customers send16 billion emails

• 70,000+ SMB Customers

A triple bottom line company: measures and reports on its financial results, social results, and environmental results.

This is iContact Customer Support

We are Passionate About• Creating a positive and motivating work

environment• Making a positive wake in our world• Making digital marketing easy so

companies and causes can grow and succeed

• Providing email marketing and social media marketing solutions and services to SMBs

• Hundreds of Easy-to-Use Templates

• List Segmentation• Autoresponders• Facebook and Twitter

Integrations • Built-In Surveying• Top Email Delivery• Advanced Reporting• Managed Services• Award-Winning Support

Email Marketing and Social Media Marketing

iContact for Salesforce connects powerful email marketing with the world’s best CRM

2010 AppExchange Customer Choice Award Winner

iContact for Salesforce

• Easy to Use• Segmentation• Hundreds of Templates• Flexible Data Handling• Expert Customer Success

Managers• Live Weekly Training Sessions• Works with many Salesforce

editions• Lets you bypass Salesforce

sending limits• Allows you to use your

branded email templates, all within Salesforce

iContact for Salesforce

iContact and Salesforce…A History

• Dec 2008: Transitioned from SugarCRM – Basic functionality for Sales and Support

• 2009: Integrated CSAT surveys, QA forms, Partner Portal, revenue recognition

• 2010: All employees began using Salesforce for POs,

• Dec 2010: Introduced to Chatter at Dreamforce

Life Before Chatter

So much information, to so many people, through so

many channels…what could possibly go wrong?

Where do I go? What do I need? Who’s really reading all this?

Life Before Chatter• Too Much Information

– Company Updates, Product Releases, Training Materials– Case Information and Customer Escalations– Real-time Bugs, Tickets, Outages, and Issues– Administrative Things– Kudos and Fun Stuff

• Too Many People to Share it With– Across the Company, Across the Department, Across the World

• Too Many Channel Choices– Pidgin IM– At least 15 Pidgin Chat Rooms– Email– Job Aids– Facebook and Twitter

I wanted ONE thing, ONE place, ONE resource for people to find information. I wanted Chatter.

How does iContact use Chatter?• Replaces chat rooms, Facebook and IM dependency• Supplements emails and job aids • Groups provide segmentation and focus• Allows instant communication with managers, peers or

other departments without customer interruption• Reporting occurs on frequent topics and “likes”• Efficient usage of #hashtags to quickly find information • Digests sent through daily email or tagging• Chatter Desktop makes it real-time• It’s Mobile!

Industry News

Easy access to documents right from

Chatter

Company NewsLinks to

articles, and screenshots…

input from Sales to CEO!

Department NewsEasy and awesome way

to spread news and reminders

TroubleshootingSerious issues are addressed across many

departments with actions,

examples, and resolution

Specific Cases

Cases between different

departments, different floors,

or different countries are

resolved faster

Peer Assistance“One-to-many”

postings increase

efficiency

Manager’s Digest

#hashtags allow for

reporting and searching

ContestsIn-Chatter contests keep

people constantly

reading and engaged

Support Morale: Customer Kudos

Twitter and Facebook

comments are shared to

raise visibility

Support Morale: Employee Engagement

Social “groups” keep

company information and time off

Facebook

Cross-Department Entertainment

Sometimes it just needs to be irrelevant

Unexpected Benefits

Lots of Options

Chatter Desktop, Digests, Mobile

Take it From Them

CHATTER

It’s like watching the weather report before heading outside. You

gauge the mood of the customers and the

floor by what’s being posted. - James B.

It's amazing to be able to ask a

question, and five people respond with discussions and help

find the correct solution. - Lance O.

With Chatter, it's a one stop shop,

where all can go for updates

and....updates to updates! – Joe A.

The only problem with instant gratification is that it’s just not fast enough. Chatter is pretty darned close! I appreciate that a Tier 3 post lands on the

desks of every agent in the call center within seconds.

– Scott R.

I like Chatter because it helps keep me mentally

connected with my colleagues in Support,

even if I don't see them physically on a daily

basis. – EJ G.

Challenge before Chatter

• Too Much Information, Too Many People to Share it With, and Too Many Channel Choices

• Basically…Where do I go? What do I really need to know?

Making it Work• Start with one group or department and prove

success• Eliminate the unnecessary barriers to

adoption• Make it useful…AND fun!• Utilize the ease of the mobile app and real-

time aspects of Chatter Desktop• Make it indispensible!

Sarah Stealeysstealey@icontact.com

www.icontact.comwww.icontact.com/salesforce