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Similaire à Salesforce Service Cloud 2
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Salesforce Service Cloud 2
- 1. Service Cloud Connects On All Customer Channels Call Scripting Portal Contracts & Community Entitlements Instant Message Partners Email Search Call Center Collaboration Social Service Cloud Manager
- 2. Helping 13,000+ Service Organizations Move to the Cloud 94% 92% 74% Will Continue to Use Salesforce Would Recommend to Others Have Already Recommended
- 3. Service Cloud Powers Every Service Interaction Call Center Agent Collaboration Social / Community Self-Service
- 4. Empower Smarter More Productive Agents Call Center Service Cloud Console Cases Knowledge Contracts & Entitlements Call Scripting Real-time Analytics With the Service Cloud, we’re seeing operational improvements and ways to improve our customer relations.
- 5. Collaborate to Close Cases Faster Agent Collaboration Knowledge Opportunities Cases Accounts We’ve revolutionized our technical support with the Service Cloud.
- 6. Join the Customer Conversation Anywhere Social / Community Social Search Community Knowledge Service Cloud 2 lets us leverage social media platforms to engage visitors.
- 7. Create a Next-Gen Self-Service Destination Self-Service Portal Live Web Agent Knowledge My Cases Answers Salesforce gives us the ability to react quickly to changes driven by the business to revise apps in minutes –not days or weeks.
- 8. Run Your Contact Center in the Cloud Email & Chat Contracts & Entitlements Phone Call Scripting Complete Case Management Workflow, Escalation, Call-Scripting CTI, Email & Chat Integration Contracts and Entitlements Quicker On-Boarding More Productive Agents Faster Case Resolution
- 9. The Next-Generation Service Cloud Console Phone High-volume service agent desktop Everything, in context, at the agent’s fingertips Snap-in integration with back office systems Shorter Response Enhance Streamline Complex Times Agent Productivity Service Processes
- 10. Streamline Every Agent Interaction Case context tabs for back- to-back cases Screen-pop
- 11. Make Every Agent More Efficient Customer highlights at a glance Snap-in integration to backend systems
- 12. Bring the Best of the Web to Your Customers Customer Portal Deliver Faster, Any-Time Service Track Service Cases, Find Knowledge Drive Customer Adoption Deliver Help & Training, Customize the Experience Build Your Customer Community Connect with Customers, Capture Answers & Ideas …And Lower Service Costs $7.50 50¢ Call Center Self-Service Source: Garnter How to Interaction Interaction Justify a Self-Service Implementation, Dec, 18, 2007
- 13. Use the Power of the Community for Better Service Ask anything, rate the best answers Best answers rise to the top Track what’s open and resolved Faster Answers for Customers Customers Drive Innovation Answers Enrich Knowledge
- 14. Join Community Conversations in the Cloud Social Social Search How do I fix this product? Search Public Knowledgebase Facebook Answers Salesforce for Twitter Force.com Sites Cloud-Native Platform
- 15. World’s First Knowledge Base Designed for the Cloud Multi-tenant platform Serves every channel Completely integrated Automatically upgraded -Hugh McKellar Editor in Chief, KMWorld 100 Companies that Matter, 2009
- 16. Service Cloud 2 Keeps You Connected Everywhere Process Manager Customer Portal Community Partners Contracts Entitlements Email Chat Search Collaboration Call Center Social Service Cloud Manager
Notes de l'éditeur
- Summary Points:Designed with an ease-of-use that agents loveIncrease agent productivity and case resolutionDecrease organizational costs such as agent turnover and agent trainingFlexible deployment model allows for optimizing agent mix of in-source, home-source and out-source agentsScript:It starts with your agents. Your agents are the front-line connection to the customer, and their success immediately affects customer satisfaction.We’ve designed our agent facing application from the ground up for speed and ease of use. In fact, it’s been modeled after the websites that your agents use everyday, so it’s incredibly intuitive. That means you can reduce training and agents can get on board and up to speed more quickly. And it means your agents will actually enjoy using the application…which is key for job satisfaction.All of these things will go a long way towards reducing the overall cost of your agents. The cloud helps connect customer interactions across any channel, whether that’s phone, email or you chose to integrate with a chat client.Agents get a complete access to these interactions in a single view, everything right at their fingertips in a single console, so they can quickly handle issues and stay productive. And finally, because you only need a computer and an internet connection to get going, the flexibility of the cloud computing model allows companies to deploy to a mix of agents, whether in-sourced, home-sourced or out-sourced. You can effectively tune your mix & volume of agents to strike the right balance between cost & service.
- Summary Points:Companies have to deliver a web destinationNeed to provide a web experience that matches customer experience in the consumer webLower cost option for service deliveryScript:We have focused on the agent processes within the Service Cloud, and also on the way in which the Service Cloud connects the rest of the organization. As important as those things are, you’ve also got to connect with customers in online, in the cloud. It’s really becoming the preferred channel for many of today’s customers, who find it more convenient place to get answers and interact with their peers.Salesforce helps you bring the best of the web to your customers with a customer service portal.You can deliver self-service,: Help customers create & track service issues on their own or search the knowledgebase for fast, anytime service…But that alone isn’t enough to meet today’s customers’ expectations for what a web experience should be like.So Salesforce helps you go a step further. You can deliver rich help and training content like presentations or videos. You can fully customize the experience so it reflects your brand or the unique needs of your customers.And you can actually use it as a place to create your own customer community. It’s not just about 1:1 interactions between the customer and the service department, but many to many interactions between customers, service, and other customers. They can connect with other customers, and share ideas & knowledge. Solve each others problems. And if you can deliver on all of these things, you’ll realize not only an increase in satisfaction and loyalty, but also the cost savings that self-service is known for.
- As a part of your customer service community, you help customers collaborate with one another using our Ideas technology.They can submit ideas and answers, comment, vote for their favorites, and have the best ideas or answers bubble to the top.This makes your web-service experience more engaging, and will keep your customers coming back.
- Summary Points:Customers are moving to the cloudCompanies need to leverage the business value in these conversationsScript:We talked about how Salesforce can help you bring the best of the web to your customers, but it’s also important to join those conversations that are already happening in other places out there in the cloud. More and more often, these are the new channels that customers are turning to for service.Why is this important? It’s happening now. Customers have more brand control than ever before…we’ve all heard of examples of this, from poor product reviews on a blog to a video of a sleeping cable guy on YouTube. The companies that are able to participate in these conversations and who are able to listen to what their customers are saying, and respond to those customers, are those that will set themselves apart.Salesforce can help you join these conversations. But more than that, also start to incorporate these conversations into your business processes.Google is the first place that many people go when they have a problem. You need to be sure that your customers can find the right information through search. With our public knowledge base, ideas forums and sites technology, you can make your knowledge available to Google or any search engine.Facebook is one of the largest social netoworks out there, with over 175 million users, many of whom are there having conversations about the products and services they use every day. Our Facebook connector tool kit can help you tap into these conversations.Finally, Twitter is one of the fastest growing communities on the web, growing at over 1000% annually. Many companies, including famously Comcast, Starbucks and Dell are already reaching out to the Twitter community. With Salesforce CRM for Twitter, you can tap into what’s going on here just as easily as you can accept an email from a customer.
- Summary Points:Knowledge is the core piece of the service cloudCompanies need to leverage the business value in these conversationsScript:We’ve touched on agents, your business, your customers, and the larger community, and Salesforce also gives you the power to harness and manage the knowledge that comes of out all of these interactions. Knowledge provides a mechanism to capture this expertise, and then make it accessible to everyone in the cloud. It is really the ultimate in sharing and collaborating. Our knowledge base works on a massive scale, in use by some of the largest and most demanding companies out there, like Comcast, Wachovia, and Orange in Europe.And it also make use of our patented relevance dimensions technology that ensures that only the exact right answer is available to the right customer.The end result is that your agents are effectively smarter, everyone gets faster answers across every channel, and you see higher customer satisfaction.