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With Service Cloud, customers, service agents, and employees across your whole company use a customer platform to engage and resolve issues faster for the always on, always connected customer. Join key customers to see how the most successful organisations are increasing customer satisfaction and loyalty with the world's number one customer service application.
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Service Platform to Engage Customers Everywhere
/servicecloud
@servicecloud
Corinne RobertsProduct Marketing, Service Cloud
Safe HarborSafe 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.
We’re Listening … 100+ Features Delivered
Touch Cases
New Knowledge for Mobile
Console Metadata API
Chatter Answers for Developers
Knowledge Usage Tracking
Salesforce Communities for Service
Ideas in Salesforce Communities for Service
Idea Reputation
Idea File Attachments
Customer Publisher Actions
Knowledge One [Beta]
Smart Article Links
Live Agent Sessions Reporting
Whisper Coaching
Reply to Questions with Email
Custom Chatter Answers Page
Rich Text in Chatter Answer Replies
Activity History
“Like” Comments
Mobile Case Feed
Social Publisher (Pilot)
Social Posts in Case Feed (Pilot)
Recurring Milestones
Entitlement Versioning
Milestone Tracker
Automated Chat Invitations
Critical Wait
Customizable Agent Name
Helping Customers Succeed Across All Metrics
Source: Salesforce.com Customer Relationship Survey conducted March 2013, by an independent third-party, Confirmit Inc., on 5,200+ customers randomly selected. Response sizes per question vary.
50BConnected Products
New Ways to Engage Your Customers
1TConnected
Sensors
Social Mobile
ConnectedCloud
4.5B
Aggregate Social Users
5BSmartphon
esby 2017
How do you engage your customers everywhere?
The Salesforce1 Customer Platform:Service Platform to Engage Customers Everywhere
Transform your sales, service & marketing
Connect all your apps
Connect all your devices
Connect your customer data
Frictionless Service
Transform Your Support Organization
Embed Service Everywhere
Service Cloud
Frictionless Service Transform Your Support Organization
Embed Service Everywhere
Social Mobile Connected Cloud
Help Customers Help Themselves and Each Other
Make service effortless for your customersUnify self-service and community experience
Automatically escalate unanswered posts to agents
Mobile access to Cases, Communities, Knowledge, and Live Chat
+31%Increase in case deflection
Engage Customers Live with Chat and Co-Browse
Provide support in context with instant agent support
View customers’ screens in real-time, on any device
Live on-screen annotation
Manage multiple chats concurrently
Store full chat transcript
Transform Your Support Organization
Embed Service Everywhere
Social Mobile Connected Cloud
Frictionless Service
Deliver the Next Generation Agent Experience
+40%Increase in agent
productivity
Empower agents to deliver fast, accurate answers
A single interface for every channel of service
Embedded Knowledge base serves contextual answers
Multi-monitor support for maximum screen real-estate
Intuitive and configurable UI
Gain a 360 Degree View of Your Customer
Understand your customer to deliver personalized service
Access complete customer profiles to quickly gain insights
Pull data from 3rd party applications
See all historical interactions with a customer
Automatically prioritize important cases
Monitor Real-time Service Metrics from Anywhere
35%Decrease in support costs
Gain real-time insights into support metrics from any device
Configure reports and dashboards without IT help
Customize reports on the fly to make decisions more quickly
Receive notifications when metrics reach specific thresholds
Optimize your support infrastructure
Transform Your Support Organization
Embed Service Everywhere
Social Mobile Connected Cloud
Frictionless Service
Embed Service Everywhere with Service Cloud APIs
Make service effortless for your customers10X more APIs
Service is part of every app & product
Provide customers with 1 touch service everywhere
Access the Collective Intelligence of Your Company
Deliver whole company support with Salesforce1 Mobile App
Managers: Make key business decisions on the go
Employees: Collaborate to solve cases faster
Agents: View complete case history from anywhere
All-in-one Service App For Growing Support Teams
Customize reports for actionable insights
Solve customer support cases on any channel
Analyze agent performance by channel, product, or service line
Engagement Console
Business Insights
https://desk.com/org2359
Business Insights
