Learn how four emerging opportunities for technology and organizational change in customer services are transforming businesses with our free eBook: http://bit.ly/1BuyXzx Customer loyalty, always critical, is more important than ever. The best companies are doing more to safe-guard their existing customer base, and it begins by understanding what constitutes good service.

1. Customer
Service.
Always
important - -
now more
important than
ever.

2. Good case
management
practices are half
the battle, the
other half is having
a great knowledge
management
process and
system.

3. “Customers simply
want an accurate,
relevant, and complete
answer to their
question upon first
contact, so they can
get back to what they
were doing before the
issue arose.”
Kate Leggett, Forrester

4. Getting your
knowledge in order
needs to be a priority.
It benefits the
customer:
One Gartner study
showed a 12%
increase in customer
satisfaction after
a Knowledge
Management
engagement.

5. But also has serious payoffs
for your customer service
team:
• 35% reduction in the
time that it takes to
train a new customer
support representative
• 25% headcount shift
away from low-value
calls due to self-service
knowledge search
• 40% reduction in talk
time in a support center

6. Once you have your
knowledge managed,
what’s next for
customer service?
a. Call Centers are
becoming a personal
experience
b. Mobile apps are
becoming customer
support channels

7. New
technologies
will be needed
to meet
expectations,
like:

8. Customer
Communities

9. Face-to-Face
video chat

10. Seamless
support
with
social
media

11. The Internet-
of-Things will
change the
landscape
of Customer
Service - get
ready for it.

12. Please contact us today to get
started!
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Tel: (415) 663-4433
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www.appirio.com/salesforce