Learn why "B2B Me" is important and understand where you are on your organization's self-service journey.

1. Thank you for joining!
"A satisfied customer is the best business strategy of all."
—Michael LeBoeuf

2. Service Cloud Crystal Ball

3. Anthony Pica
Director, Marketing, Internet Creations
Connect with me:
+1 609.245.8457
www.linkedin.com/in/anthonypica • @anthonypica
anthony.pica@internetcreations.com
Director, Product, Internet Creations
Connect with me:
+1 609.438.1360
www.linkedin.com/in/hyermish • @hyermish
howard.yermish@internetcreations.com
Howard Yermish

4. Agenda
• Why is “B2Me” important? (10 mins)
• Where is your organization on its self-
service journey? (10 mins)
• Service Cloud Crystal Ball: Empower
your agents to deliver better service
(10 mins)

5. “B2Me” is the key to better service
82%percent of business buyers want the same
experience as when they’re buying for themselves
78%of business buyers are likely to switch brands if
they receive inconsistent levels of service
—State of Salesforce Report
B2B standards should mirror B2C expectations

6. As a customer, what are your
expectations?

7. How to make customer experience your differentiator
When customers take time to contact you, it’s an opportunity to “wow” them.
1. Hyper-personalize every interaction
2. Be where your customers are
3. Create a 360-degree view
4. Add value beyond what can be self-served
5. Continuously evolve your digital experiences
6. Give everyone a voice
7. Provide fast responses. Be proactive.
69% of consumers and 82% of business buyers say personalized care influences their loyalty.
—Salesforce State of Service
7 Ways to Delight Your Customers

8. Self-service is tantamount to a great customer experience
Speed is the name of the game
❖ 81% of customers attempt to self-serve before contacting support*
Reduce your cost of service with self-service
❖ $7-$13 spent per case*
❖ 50% reduction in case volume†
❖ 9% decrease in case resolution time†
*Harvard Business Review
† Forrester Total Economic Impact Of Salesforce Community Cloud Study

9. Where is your organization on its
self-service journey?
Help Center Portal
Community
● Enable peer-to-peer support and
collaboration
● Connect employees with customers
in online forums
● Solicit feedback and crowdsource ideas
● Provide hyper-personalized experiences
● Improve e-commerce buying experience
● Create customer advocates
● Engage your customers and build your
brand
● Public knowledge base articles
● Product documentation
● Tutorials and “how to” resources
● Support contact information
● Case submission
● View account information
● Review support cases
● Product registration &
warranty
● Update settings, such as email
address and password

10. Chatbots are here.
Hi!

11. Poll

12. A great customer experience starts
with a great agent experience.
★ Empower your agents with tools to deliver better service
★ Happy Employees = Happy Customers

14. Questions?

15. Thank you