Dreamforce on Customer Service. Dreamforce 2014 Insights on Customer Service

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1 Dreamforce on Customer Service

2 Key Dreamforce 2014 Themes Make It Smarter Make It Personal Get Started Faster

3 What Dreamforce Told Us about Customer Service in 2015 It s clearly evident that what we thought was a good customer experience has dramatically changed. No longer will customers wait one day, let alone one hour, for a customer service representative to get back to them. Since customers engage with products, brands and companies through so many different channels, we need to be able to provide exceptional customer service to not just newly acquired customers but to retain the ones we have. Technology has broken down certain barriers to entry saturating the competitive landscape. Every day companies push the limits in regards to customer acquisition and retention. It is vital to the success of your business to break the status quo by providing your customers a unique experience that exceeds their raising expectations and blows them out of the water. Now the question is, how do I create a unique customer experience? Dreamforce showed us some very innovative ways that businesses can engage their customers. Whether it is through mobile, smarter analytics, personalization or faster support, 2015 is definitely the year of service.

4 sm ar ter showing intelligence or good judgment

5 Smarter Customer Service The amount of data that businesses have access to is astonishing. Regardless of what industry you are in or what company you work for, there are billions and billions of data points being acquired, stored and used to improve the way we do business. But what good is a billion data points about your customer if you don t know how to easily manage, interpret and use it? Service Cloud1, through the Smart Agent Console and the new Analytics Cloud, provides all the necessary tools you need to become the customer service powerhouse that will lead to increased customer lifetime value and acquisition.

6 Smarter Agent Console Customer service agents need to be able to close cases faster. You do that by having all the data about a certain customer or complaint laid out and organized right in front of them. This allows agents to provide the necessary solutions in record time. The Smart Agent Console grants access to all the necessary records to do that. The new compact feed allows agents to manage, view and sift through support cases like never before. The search engine also allows agents to find relevant information which reduces hold time and closes support cases faster.

7 Smarter Cloud Analytics Interpreting and using all the data we collect through our service channels is one of the most important aspects to creating a one of a kind experience for your customers. The new Analytics Cloud for Service aggregates data from all your data sources including case data, field service data, HR data and workforce management data into one convenient platform. Whether you are on a desktop in the office or on a mobile device in the field, the new Analytics Cloud interface allows any user to dig through this data to gain deeper and valuable insight helping your agents make tough business decision even faster.

8 Per son al ize to tailor or customize to the individual

9 Unique - Personalized Today, the sheer number of options available to customers have driven businesses and creative teams to not just think outside the box, but to run away from the box as fast as possible and never look back. Creating custom, unique and personalized service is a pillar to increasing customer satisfaction, customer retention and customer acquisition. Salesforce SOS for Apps The era of transferring a customer to another department and making them repeat their problem over and over again has ended. The customer won t have it. They ll go elsewhere. Customer service must be tailored to every customer.

10 Dreamforce Introduces an Amazon Mayday Experience One of the most interesting methods for providing unique and personalized service to customers was an Amazon Mayday like experience, which was demonstrated at the Service Cloud exhibit and in the Keynote. Salesforce SOS for Apps The ability of the customer to reach an agent from anywhere in an application, and the agents ability to see the customer s context and guide them to a solution, clearly creates a superior experience. Regardless of the channel your customer decides to contact you, desktop or mobile, this new type of personalized service increases customer satisfaction and ensures that your company stands out from the crowd.

11 Fast er moving or able to move more quickly

12 Faster Service for a Fast Paced World Fast service is good. Fast service in a repeatable process and at a scale is even better. Because you re not only dealing with one customer, you need to be able to respond to a multitude of support tickets and cases faster and easier. With the acquisition of Desk.com, Dreamforce introduced Desk1 to the Service Cloud1 platform, where now, companies of all sizes can take advantage of the Service Cloud offering.

13 Service Cloud for Any Size Company In the current competitive landscape where businesses, from start up to enterprise, battle over process and efficiency supremacy, the ability to get things done fast is essential to growth of any size company. The introduction of Desk1 offers an all-inone customer service solution for small and medium size businesses where customers can streamline their entire customer service process from sales to post-sales support in less than one day. The goal of every business is to grow and scale, and Desk1 is perfect for small businesses and start-ups because it automatically co-exists with Service Cloud for a seamless transfer once your business requires full support from Salesforce.

14 Conclusion

15 Providing an exceptional customer experience, regardless of what business or industry you are in, is the most important decision factor for customers. In 2015, there are a few new customer service ideas that will not only allow you to provide exceptional customer service, but set you leagues ahead of competitors. Through mobile compatibilities, complete personalization and faster and smarter service you will be able to provide an overall exceptional customer experience. Let Salesforce and SightCall guide you through this new era of customer service. Visit SightCall at to learn more about how Salesforce Service Cloud users can provide smarter, faster and more personalized service to their customers.