Presented at Salesforce.com Dreamforce 2013
Presented by:
Michael Chou - Director of Product Management @ Salesforce.com
Daniel Walsh - Director of User Experience @ Salesforce.com
Guest Speakers:
Mary Pat O'Toole - Director of Sales Resource & Development @ Avis Budget Group
JP Regit - CoE Lead @ PwC
Scanning the Internet for External Cloud Exposures via SSL Certs
Mobile Self-Service: The Next Generation of Customer Service
1. Mobile Self-Service
The Next Generation of Customer Service
Michael Chou, Salesforce.com, Director of Product Management
@mchou
Daniel Walsh, Salesforce.com, Director of User Experience
@daniel_walsh_
2. Guest Speakers
Mary Pat O’Toole
JP Regit
Director of Sales Resource &
Development
Avis Budget Group
CoE Lead
PwC
3. Safe harbor
Safe 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
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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 forwardlooking statements.
4. Agenda
- Why Mobile Self-Service
- Customer Presentation – Avis Budget Group
- Partner Presentation – PricewaterhouseCoopers
- Salesforce Mobile Solutions
- Service Cloud Mobile Self-Service
- Future of Responsive Self-Service
- Future Vision of Self-Service
- Q&A
6. Why Self-Service?
91%
of customers
would use selfservice if it were
available
72%
of people think selfservice is a fast and
easy way to handle
support issues
45%
of customers abandon online
purchases if they can’t find info
quickly
Impact of Self-Service
-Better use of their product
-More collaboration between users
-Increase in agent productivity
-Decrease in case volume
-Increase in customer satisfaction
Reference: Forrester.com, Gartner.com, HBR.com, Intelliresponse.com
7. Your Users Are Increasingly on Mobile Devices
Mobile devices
have become
ubiquitous and
increasingly the
primary way users
communicate and
find information
Reference: Mary Meeker - Internet Trends (December 2012)
8. Your Users Already Use Mobile Self-Service
Self-Service on
mobile devices
is already here
with 30%+ user
adoption
Reference: Frost and Sullivan Analysis, 2012
9. Customer Service is Changing
Through 2015, the
dominant themes in CSS
will be peer to peer or
social customer service
processes, application
migration to the cloud
[SaaS], and support of
mobile consumers
Reference: Gartner – ‘Agenda for Cust. Strategy & Experience Management, 2012’
14. How We Use Salesforce for Mobile Self-Service
- Mobile Optimized Website
-
Get a Quote, Look Up Reservation, and FAQ
Rolled out first in the UK end of 2011
- FAQ uses Salesforce Knowledge
- Available in the UK, France, Germany,
Spain, and Italy
16. Benefits of Using Salesforce Knowledge
- Easily support both desktop and mobile channels
- Did not have to maintain multiple article versions for each channel
- Simple authoring and publish workflow
- Easily maintain 5 different languages for 5 different sites
- Powerful reporting capabilities
- Able to report on most frequently viewed & highest rated articles
- Can update articles that are not helping
17. Impact on Avis Customer Service
- Seeing growth of the mobile web channel in the region of traffic doubling every six months
- Reduces number of calls & call time to call center
- Mobile experience enhances Avis’ leadership position in offering a seamless customer
centric experience
- Next enhancements to further improve customer service
- More channel relevant experience (mobile vs. desktop)
- Bring in more customer/rental specific information
- Utilize contextual information (e.g. location, vehicle) to provide more useful information
18. Our Plans for the US
The Avis Car Reservation Application makes renting a car even easier:
-Create a new reservation or view, modify or cancel an existing reservation.
-Store your profile and reservation preferences for future use.
-Find any Avis location by searching on Airport, Address, or Zip Code or view a list of rental
locations in close proximity.
-Find your closest Avis location, with details on hours of operation, address and phone
number.
-Quickly access recent iPhone rental locations.
-Get even more details about the vehicles available within a specific car group.
-Get roadside assistance when you need help
20. All about PwC
From strategy through execution, PwC helps create the
customer‑ centric organization
Extensive cross-functional knowledge of customer operating environments
Deep relationships with global organizations across all industries
Change management experience in complex transformational contexts
Proven methodology used across hundreds of clients globally to enable a
successful transformation engagement
Post ‘go-live‘ support models
Booth West 501
Booth North 1307
21. SDK Development
High Flexibility on Mobile Approach
• Provides both native Objective C iOS SDK or Java Android APIs.
• Integrated with PhoneGap mobile platform as a native container for HTML5
based hybrid apps, either on local or remote base.
• Client OAuth authentication API support reduces the effort and complexity for
integrating mobile applications with enterprise security management from
Salesforce.com.
Simplified Getting Started Process with NPM
• Build in place Hybrid Mobile app project template for quick start.
• REST API with all infrastructure classes for making the data access as easy as
possible.
22. Decision Process
Key Considerations
• User Experience, look & feel
• Performance
• Development speed and cost
• Required knowledge
• Data persistence
• Cross-platform support
PwC’s Strategy
• Starts from native with iOS devices as it has been proven a most popular &
secured platform for enterprise mobile solutions.
• High performance with rich user experience which brings high visibility.
• Quick turn around as economic solution on single platform.
24. Challenges and Outcomes
Challenges
• Various visions & requisitions on skill sets, backgrounds.
• High expectation on performance, user interactions.
• Economic, economic, economic ….
PwC Solutions
Efficient
Efficient
CoE driven resource pool to glue PwC expertise of a broad range from Industry, Salesforce &
mobility.
Agile base collaboration mode to have the work delivered in a responsive way with less latency.
Effective
Effective
User centric UX design for easy of use, touch & tap user experience.
SOA base architecture design via utilizing Salesforce’s out of box libraries, REST APIs .
Economic
Economic
Simplified work flow on saving operation costs
Reduced paper work and manual processes as a result of our mobility solutions
Innovative mobility features to bring added value for enterprise clients
26. Salesforce Has The Answer For Every Mobile Need
Salesforce1 App
Platform
Marketplace
Downloadable app for accessing
Salesforce data from a mobile
device
Custom mobile apps
designed and built by you or
an ISV partner
Mobile AppExchange for
discovering purpose-built apps or
vertical solutions by industry
31. Service Cloud Mobile Self-Service
Fully Configurable
- Knowledge, Q&A, Cases, Live Agent, Call an Agent
Compatibility
-Web-application delivered through mobile browsers
-Optimized UI for Phones
-Tested on iPhones and Android Devices
-Users can authenticate using:
- Facebook Profile
- Portal Licenses
- Chatter Communities Licenses
Available as an unmanaged
package in the AppExchange
39. Design Principles
1
Content first – deemphasize chrome and controls
2
Simplify and reduce – show only what’s necessary
3
Provide visual cues – help orient the user when things
happen
4
Stay consistent – prevent confusion and unexpected behavior
5
Delight users – create an enjoyable sense of playfulness
44. Michael Chou
Mary Pat O’Toole
JP Regit
Daniel Walsh
Director of Product Management
Salesforce.com
Director of Sales Resource &
Development
Avis Budget Group
CoE Lead
PwC
Director of User Experience
Salesforce.com
Notes de l'éditeur
Highly Flexible Mobile Architecture
OAuth2 Authentication can now be handled on-demand, enabling mobile apps to start un-authenticated. With 2.0, developers can quickly connect existing apps to the wealth of customer data stored in the Salesforce cloud.
Mobile Apps can now authenticate against standard force.com and community licenses, enabling our customers to realize the full benefits of being a “Customer Company” through mobile apps.
SmartSync Data Framework
The SmartSync data framework is a set of JavaScript libraries that allow developers to work with real Objects by encapsulating the Salesforce REST APIs. With this framework, developers will write substantially less code for CRUD operations.
SmartSync can also seamlessly integrate into the SmartStore offline storage database for storing data offline without additional code – including the ability to defer updates with data conflict detection. Check out the new AccountEditor hybrid sample app, demonstrating the SmartSync functionality in action.
Simplified Getting Started Process with NPM
Developers can quickly create apps with the Node Packaged Module (NPM) installers. Salesforce provides two packages: forceios for the iOS Mobile SDK, and forcedroid for the Android Mobile SDK. These packages provide a static snapshot of an SDK release. (npm install forceios and you are good to go.)
Create new native and hybrid apps directly from the command line with a simple script. The 2.0 release provides a simple and unified app creating process for iOS and Android.
Native apps are specific to a given mobile platform (iOS or Android) using the development tools and language that the respective platform supports (e.g., Xcode and Objective-C with iOS, Eclipse and Java with Android). Native apps look and perform the best.
HTML5 apps use standard web technologies—typically HTML5, JavaScript and CSS. This write-once-run-anywhere approach to mobile development creates cross-platform mobile applications that work on multiple devices. While developers can create sophisticated apps with HTML5 and JavaScript alone, some vital limitations remain at the time of this writing, specifically session management, secure offline storage, and access to native device functionality (camera, calendar, geolocation, etc.)
Hybrid apps make it possible to embed HTML5 apps inside a thin native container, combining the best (and worst) elements of native and HTML5 apps.
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User experience & Performance
Hybrid apps are not executed natively; the HTML5 and JavaScript portion of the app is rendered and executed by the platform’s Web engine, which adds another layer between the user and the app. This can make things slower to the point where users can, irritatingly, perceive the slowness.
Another drawback is when there is a need for animations or special user interface (UI) treatments, like spinners or custom UIs that require elements to move around the screen. HTML5 is lacking in this area. In fact, this is one of the reasons LinkedIn dropped HTML5 and went native for its mobile app.
The look and feel of the platform is also a factor. One of the benefits of hybrid apps is that developers only have to build once; this is also true for the UI, meaning that the app will look the same across all platforms. Some users expect the apps to look like the other apps they already have. There are some common elements and guidelines that are expected from an app on a specific platform, which cannot be met by hybrid apps.
Development speed and cost
Hybrid apps are faster to develop. Only a portion of native code has to be re-written for different kinds of devices. The vast majority of development goes into the Web component, which is used across all devices, reducing the time it takes to build the app (and thus the development cost). These are Web apps built into a native mobile container or framework.
This essentially means that they take advantage of the cross-compatibility of Web technologies such as HTML5, CSS, and JavaScript and use the native component to leverage device-specific features such as hardware sensors or the camera.
Building a hybrid mobile application requires maintaining a single code base for the different platforms. Native apps require specific developments for each platform, which increases costs and duration.
Required knowledge
Because hybrid apps are based on Web technologies it is easier to find developers to build them and maintain them. Globally, it is difficult in today’s heated mobile app development market to find developers experienced with iOS and Android. Due to the Web’s historical reality, the great majority of developers come with strong knowledge of Web technologies. That history also is true for other mobile platforms like BlackBerry and Windows 8.
Hybrid apps are a good choice for certain types of requirements. Productivity apps are the most common applications built using HTML5 (54 percent), followed by utility (38 percent).
However, HTML5 alone is not a silver bullet. There are other considerations besides development speed and cost that are usually not part of the decision process when choosing the technology to develop mobile apps with. They include user experience, data persistence, immature tooling and cross-platform support.
Data persistence
Data storage plays an important role with mobile apps. It is used to store user preferences and app data that will enable offline use of the application. Hybrid apps use HTML5 storage mechanisms, which are usually restricted to a few megabytes depending on the platform support and implementation of the HTML5 standard. Data-intensive mobile apps are not suitable for a hybrid approach, as there can be significant investment in the effort to make it work successfully.
Cross-platform support
The majority of a hybrid app is built using Web technologies. However, native code is used to allow the app to access the wider functionality of the device and produce a more refined user experience. If the app requires specialized functionality commonly found in today’s popular apps (such as push notifications where a portion of the code needs to be developed in native code), or when accessing phone contacts, JavaScript needs to check for the platform it is running on.
Although this forces developers to maintain different code bases for the native portions, it is not that bad if compared to the extensive development effort required to maintain a completely different code base per platform. Where it gets ugly is when the HTML5, CSS or JavaScript implementation on the platform behaves differently between platforms. This is the case for functionality related to local storage for data persistence, or even CSS rules for styling.
As far as user interfaces are concerned, most people very likely won’t notice a huge difference from a native app, particularly if there isn’t a significant interactive component in the app.
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Native Mobile Applications decisions for FSP & Patient Portal
In a nutshell, native apps provide the best usability, the best features, and the best overall mobile experience. There are some things you only get with native apps:
Multi touch - double taps, pinch-spread, and other compound UI gestures
Fast graphics API - the native platform gives you the fastest graphics, which may not be a big deal if you’re showing a static screen with only a few elements, or a very big deal if you’re using a lot of data and require a fast refresh.
Fluid animation - related to the fast graphics API is the ability to have fluid animation. This is especially important in gaming, highly interactive reporting, or intensely computational algorithms for transforming photos and sounds.
Built-in components - The camera, address book, geolocation, and other features native to the device can be seamlessly integrated into mobile apps. Another important built-in components is encrypted storage, but more about that later.
Ease of use - The native platform is what people are accustomed to, and so when you add that familiarity with all of the native features they expect, you have an app that’s just plain easier to use.
Documentation - There are over 2500 books alone for iOS and Android development, with many more articles, blog posts, and detailed technical threads on sites like StackOverflow.
From an end user’s perspective: When you’re looking for an app, you’ll find it in the store. When you start the app, it fires up immediately. When you use the app, you get fast performance, consistent platform look and feel. When your app needs an update, it tells you so. Native apps give you everything you’d expect from the company that built your device, as if it were simply meant to be.
This post-pc era requires a new way of thinking. Mobility should be at the heart of your business strategy. Success in the Post-PC era is not about developing a single app or one tool, but bringing all the pieces together.
No single approach will satisfy the mobile needs of every customer, which is why we offer multiple ways for you to maximize your productivity while on the go.
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MOBILE SOLUTIONS:
• CORE APPLICATIONS – Touch.salesforce.com, Salesforce Mobile, and Chatter Mobile are great examples of applications. Native apps like Salesforce Mobile and Chatter Mobile are instantly responsive and they deliver a rich user experience. Hybrid or web-based apps like touch.salesforce.com offer native app-like qualities but are capable of running on a wide range of smartphones and tablets. These applications, including the hybrid version of Touch, can be used in an offline mode.
• MARKETPLACE – Ever since the launch of the AppExchange, salesforce.com has proven its commitment to developing a partner-driven app marketplace and mobile is no exception. The Mobile AppExchange contains both partner-built and Salesforce-built apps all designed to give our customers a richer, more productive experience. It’s a democratic way for end users to custom-tailor their mobile Salesforce experience by choosing apps that closely match the way they work, by industry or by function.
• PLATFORM – Sometimes, you have no option but to build a completely customized app. With the Force.com mobile platform, you can build custom, non-Salesforce-branded apps on virtually any device platform using SDK’s and other tools that Salesforce provides.
Should be under ~10
several iterations later...we arrived on this design. responsiveness is important for the end users. we don't know what products customers are making, therefore the responsive/flexible. We focus on making the design responsive because people today expect a site to have a great browsing experience across many devices (the goal of the project/vision)
(This is the ecosystem of a support community. Talk about the journey and stakeholders.) Jon is a gamer. He has trouble with the new game he just downloaded. He searches his issue on Google. He arrived at a knowledge article but the tips didn’t completely resolve the issue he has. He then posted it on the forum to pick other gamers’ brain. An answer from this super pro gamer helped somewhat but in the discussion Jon and other gamers realized it’s an area for enhancement. So Jon submitted the idea back to Activision. This is We use the knowledge to create these archetypes of users which we call “personas”. We use these characters throughout our design process. we created use cases based upon the needs and challenges these characters are facing.
- Role > name -> description (bullets).
Content first – deemphasize chrome and controls
Simplify and reduce – show only what’s necessary
3 Provide visual cues – help orient the user when things happen
4 Stay consistent – prevent confusion and unexpected behavior
5 Delight users – create an enjoyable sense of playfulness