Deliver World-Class Customer Service with Salesforce

© 2014 Internet Creations. All rights reserved. http://www.internetcreations.com

Chad Meyer

Internet Creations

@chadmeyer_ic

Deliver World-Class Customer Service with Salesforce

November 6th, 2014

Glen Wilson

Internet Creations

@glenwilson2



Internet CreationsCompany Highlights

● 2014 Salesforce Service Surfboard Winner

● #1 Rated App for Agent Productivity (Email to Case Premium)

● 4 of 5 Highest Rated Apps for Agent Productivity

● 4 of 10 Highest Rated Apps for Customer Service

● 300+ 5 Star Reviews

● Member of Cloud Collective: Salesforce.com AppExchange Category Leaders


Does your CFO view your customer service operation as a cost center,

or a strategic investment that impacts revenue?

A. Cost center

B. Strategic investment


● 10-20x more profitable to deliver great service. ¹

● More expensive to acquire a new customer than to retain.

● Great service fosters positive Word of Mouth, which reduces

marketing spend.

● Price sensitivity rises exponentially when problems occur.

● Reduce legal, regulatory, and PR issues and costs.

● 70% overlap in employee & customer frustrations.

Why invest in customer service?

¹ John Goodman. “Treat Your Customers as Your Prime Media Rep”


Standard Salesforce Functionality


Standard Automation

● Auto-Responses

● Set expectations with your customers

● Vary by entitlement or SLA

● Assignment Rules

● Queues

● Don’t spam your agents

● Workflow Rules

● Use caution when automatically changing case status.

● Cross-object support on Email Messages & Case Comments


Case Teams and Contact Roles

● Many-to-many support

● Which should I choose?

● Integration with workflow

● Impacts sharing & security


Analytics (KPIs and Auditing)

● Initial Response Time *

● Case Age and Time to Close *

● Time with Customer vs Time with Support *

● Identify Data Quality Issues

* You can declaratively measure in “calendar hours” (24/7/365), but not in business hours.


Entitlements and Milestones

● Complex SLAs

● Per-Incident Support

● Named Contacts

(Requires Service Cloud)


Is your CFO telling you to do more with less?

1. Yes

2. No


● Improve Salesforce adoption by eliminating clicks (save time & money).

● Up to 50% of voluntary turnover among good employees is due to lack of effective tools. ¹

● Smiles are contagious: Happy Agents → Happy Customers → Healthy Financials

A great customer experience starts with a great agent experience.

¹ John Goodman. “Treat Your Customers as Your Prime Media Rep”


It’s like giving every agent a personal assistant.

Automate what should be automated:

● Auto create new contacts

(or leads)

● Forward to Case


Execute 5 operations in 1 step!

Streamline & simplify:

1. Add a comment2. Send an Email3. Add attachment(s)

(drag&drop)4. Update fields5. Add To, CC, and BCC

recipients with type-ahead search


See Email to Case Premium on the AppExchange

http://ic.force.com/e2cpAppExchange Listing:

Matt Brown - Incredible App! Adds tremendous value to Customer Service and Case Management in general.

Mike Carter - Increased Productivity and Agents Love itWe have been using E2CP for nearly a year now and continue to be impressed with how much this tool has impacted our agents ability to work cases via email.

Kathleen Nault - Absolutely a MUST for Customer Service Organizations...stores attachments from inbound emails at case level, centralization of case comments/emails eliminates jumping around - piecing together the overall life of the case, automatic case team members eliminates need to remember to CC people on outbound emails, etc etc. etc.

Doug Ramirez - Critical app for our businessWe do a lot of inbound email support and E2CP satisfied a slew of requirements that we had that the native Salesforce platform didn't provide.

http://ic.force.com/e2cp

http://ic.force.com/e2cp


For your CFO http://ic.force.com/e2cproi

How the E2CP ROI Calculator works:

The ROI calculator is based on the premise that when

you use Email to Case Premium, you save 6 clicks per

each outbound email response, at 5 seconds per click,

which in turn saves an average of 30 seconds. The

specific clicks that are saved include Select Template (2),

Select From Address (2) and Edit Case Fields (2). And if

you use Canned Comments, Knowledge or Attachments

on Cases, your savings will be much greater.

Additionally, we assume that support agents work an 8

hour day and that there are 235 working days per year

(255 business days per year minus 20 vacation days).

http://ic.force.com/e2cproi

http://ic.force.com/e2cproi


● Making people wait causes dissatisfaction.

● Response Measurement, Management, and Improvement.

● Organization & Prioritization → Greater Efficiency


Real-time visibility to delight your customers.


Does your service team operate 24/7, in specific business

hours, or a mixture of both?

1. 24/7/365

2. Specific business hours

3. Both


Actionable Insights

● Initial Response Time *

● Time With Customer vs

Time With Support *

● Uncover bottlenecks and increase

case velocity.

● Do you know which of your agents

are delighting your customers?

* Case Flags supports business hours


See Case Flags on the AppExchange

http://ic.force.com/cfAppExchange Listing:

Jennifer Rodriguez - Case Flags really improved our metrics!...our average Initial Response time dropped 15% and it has steadily tracked in the 10-20% lower range ever since

Jennifer Brown - Case Flags really improved our metrics!...our average Initial Response time dropped 15% and it has steadily tracked in the 10-20% lower range ever since

Dale Munckton - You need this app if you use cases in SalesforceWe've used Case Flags from the first day we went live with Salesforce and there is no way without it we could easily work out case priorities.

David Osorno - Taking Case Efficiencies to Whole New LevelsIt will improve case tracking, monitoring, and of course efficiencies making case navigation so much more easier right from the set views.

http://ic.force.com/cf

http://ic.force.com/cf


● Bring order to the chaos.

● Focus on delighting customers, not duplicate cases.

● Delighted Customers → Positive Word of Mouth & Repeat Business

Duplicate records are silent productivity killers.


Dupe Alert


Do you have a duplicate problem?

Run a free scan:

http://ic.force.com/cmp




See Case Merge Premium on the AppExchange

http://ic.force.com/cmpAppExchange Listing:

Lisa Reinhold - No more duplicate effortsCase Merge quickly helps our engineers identify duplicate cases so that we minimize duplicating efforts.

Ashley Perona - Case Merge Premium saved the day!Being able to merge cases with a click of a button has made my operations users' lives 10x easier.

Matt Gentry - Time Savings from the BeginningThis tool is a HUGE time saver.

Chris Edwards - Very UsefulThis has helped us catch duplicates in both real time and after the fact.




● Manage scope creep within a case to maintain its integrity.

● Agents operate more efficiently with a "one issue per case" policy.

● Avoid imprecise taxonomy & improve accuracy of KPIs.

Handling multiple issues per case diminishes the abilityto measure & improve.



See Case Split on the AppExchange

http://ic.force.com/csAppExchange Listing:

Chris Edwards - Great Time Saver and Easy To UseWe have found our agent's case resolution time has dropped with the ability to split cases apart quickly and simply.

Lisa Reinhold - Improves data qualityCase Split enables engineers to easily split out the issues when customers submit multiple issues in one case. It's so easy that the engineers actually USE it which is key to accurate reporting.

http://ic.force.com/cs

http://ic.force.com/cs


Do you know your agents’ customer satisfaction scores?

1. Yes

2. No

3. Unsure


● Transactional surveys are an integral part of a solid VoC strategy.● Solicit feedback on a transaction basis with “just in time” surveys● “Just in time” and effortless surveys = higher response rates.

Moving from Firefighting to Prevention using Voice of the Customer (VoC)


Higher response rates with effortless surveys.

41% of emails

were opened onmobile devicesin 2013

http://campaignmonitor.com

Respond with 1 click from within email: Landing page after clicking email:


Measure & manage.


Don’t just measure...

Take action!


See Simple Survey for Salesforce on the AppExchange

http://ic.force.com/ssAppExchange Listing:

Jonathan Lucento - Awesome Response Rates with this AppWe've had high response rates using the tool...I'd recommend this application for anyone that is looking to improve their response rates on their CSAT surveys!

Boris Tsibelman - Simply the Best Survey App

Jennifer Brown - Great Surveys & Great ReportingSurveys can be saved right to the case and/or account details, allowing key Salesforce stakeholders access to information about their customers. Super tool!

Jim Ellis - Are your customers satisfied with your service? To find out, get this app!This app is amazing! From simple installation to customisation, we now have real time results to see how satisfied our clients really are with our service.

http://ic.force.com/ss

http://ic.force.com/ss


Labs (Free AppExchange Apps)


Become a customer service champion!

As part of our Dreamforce 2014 promotion, get two months free with any of Internet Creations’

apps when a purchase agreement is signed by November 30, 2014.


Q&A

Technology

Deliver World-Class Customer Service with Salesforce