Salesforce1 World Tour London: Desk.com: Support your customers while growing fast

Support Your Customers While Growing Fast Kate Mirkin Desk.com Product Marketing @kate_shm8

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Customer Expectations of Support has Changed

Fragmented Inconsistent Frustrating Seamless Fast Effortless

Customers will spend more with a company because of positive customer service experiences

75%

Satisfied Customers Are More Loyal & Spend More

Source: Most Companies Fai Customer Service Test, Michael Hess http://www.cbsnews.com/news/most-companies-fail-customer-service-test/

Small Teams Face Amplified Engagement Challenges

Overwhelming Customer Demand

Limited Budget & IT Resources

Lack of Structure & Processes

Unhappy Customers

Inconsistent experience

Limited engagement

No single source of knowledge

No personalization

No cost-effective solutions

No connection to other systems

Stuck in slow motion Service friction Customers fall through the cracks

All-in-One Customer Support App For Growing Companies

Support on Every Channel

SocialSupport

CaseManagement

Self-Service

MobileAccess

SimpleSetup

KnowledgeBase

Multilingual Support

BusinessInsights

Fast Setup, Instant Productivity

Insights for Business Agility

Customer Service for Any Business, Any Industry, Anywhere

Improve Customer Satisfaction Across Every Metric

Faster Response to Customers

+42%

Source: Desk.com Customer Survey conducted February 2014, on,600+ customers randomly selected. Response sizes per question vary.

36% increase in Customer

Satisfaction

+38% Increase in

Agent Productivity

Decrease in Support Costs

+27% Faster Case

Resolution Time

+34%

Average Percentage Improvements Reported by Desk.com Customers

Satisfy the Need for Speed: Fewer Reps Close More Cases

Easy out-of-the-Box configuration

Make agents more efficient with productivity tools

Automate routing and escalation to

improve collaboration

•  Travel booking app for iPhone, iPad, Android •  Rapid expansion to 150 destinations in 16 countries with 6 million downloads in 3 years •  50-100 employees with 28 customer service agents covering 5 languages •  Desk.com deployment time: 3 days

24/7 Personalized Support for World-Class Travelers

“Desk.com gives us that beacon of information - the central point for

anything support related. ” - Patrick Cheeseman, Head of Customer Support, Hotel Tonight

Keara Cho Desk.com Product Marketing

Tom Beck Technical Author/ Customer Service Manager

Be Bigger Than You Are: Multi-Channel Support & Self-Service

Multi-channel support: email, phone, chat, web, and social

Help your customers help

themselves with self-service support

Manage content to stay current and relevant

Keara Cho Desk.com Product Marketing

Alicia Manifold Global Operations Manager @aliciamanifold

Track, Measure, and Adjust Quickly with Business Insights

Identify the metrics that define success for your business

Measure agent performance

Identify important trends and

escalate throughout the company

Keara Cho Desk.com Product Marketing

Simon Hade Co-founder & COO @spaceapegames

Thousands of Fast-Growing Businesses Use Desk.com

Technology Helps Small Businesses Scale and Grow Quickly

Loyal Customers

Acquire Retain

Convert Reach

Happy Customers

Start a Free Trial for the All-in-One Support App

Satisfy the Need for Speed Be Bigger Than You Are Track, Measure, and Adjust Quickly

Tom Beck Technical Author/

Customer Service Manager

Simon Hade Co-Founder & COO @spaceapegames

Alicia Manifold Global Operations Manager

@aliciamanifold

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Complete session surveys at the registration kiosks and receive a $5 Starbucks gift card.