Lee Pisacano, Strategic Account Manager, Service CloudSalesforce.com

Robin Callender, Senior Solution Specialist, Service CloudSalesforce.com

Going Social in the Modern Contact Center

The world’s gone social. What’s stopping your call center?

Blend social with traditional service channels

Start with a social customer service strategy

How do you deliver amazing customer service in the social

world?

Your customers are hereYou invested here

Contact Center

Old Contact Centers Cant Connect with Social Customers

Michael Maoz, Gartner, April 2011

“By 2013, at least 50% of customer service centers will integrate some form of

community/social capabilities as part of the CRM contact center solution”

Even the Best Can End Up In the Gallery of Social Media Casualties

Start with a social customer service strategy

Raise CSAT Generate ROI

Protect brandReduce service costs

Deflect calls

Get new product ideas

Strengthen customer relationships

Join conversations

Increase loyalty

Empower a self-service community

Define Your Goals

Measure Success

higher CSAT

raised NPS# social referrals

more use of public knowledge

# deflected calls

increase in positive sentiment

deflections to social channels

# new product ideas

# twitter followers

lower AHT

increased FCR

1. Start by just listening

2. Define your plan and align across departments

3. Choose product-savvy, social savvy agents. Train them well

4. Respond early to social media issues

5. Be authentic and respectful – this is still customer service

6. Think: what would your mother say? Everything is public now

7. Add a social media policy to your employee handbook

8. Give social agents the right tools (case management, knowledge)

9. Record social interactions to build social customer profile

10.Measure volumes/topics by channel to optimize channel/agent mix

Put Your Social Strategy to the Test

Blend social with traditional service channels

LISTEN

HANDLEMEASURE

First, Recap Today’s Customer Service Process…

(calls)

(the queue)(volume, AHT, FCR)

Provide An Amazing Service Experience On All Channels

LISTEN

HANDLEMEASURECustomer

(social conversations)

(trending topics, influence,

sentiment)

(tweets, posts)

The Social Customer Profile Provides Complete View of the Customer

Social Profile

Contact: Sarah Patel @sarahp

# followersrecent product tweetssocial influencerecent “likes”blog comments

account #service historyrecent casesproducts ownedteam insights

Twitter Handle on Twitter

Twitter Handle on Twitter

sarahpatel@sarahp

Live Agent Web Chat

Customer PortalKnowledge

Social

Search

One Platform

Service Cloud

Manager

Secure Performant Agile

Call Center

Visual Workflow

Entitlements

Source: Comscore, 2010

Improving Key Service Metrics and Improving Brand

First Call ResolutionReduce FCR from 7

days to 24 hours

Build Loyalty

Increased NPS by 45%

Deflect Calls

Handle 10x volume at World Cup 2010

Product InnovationCustomers invent the

Dell Linux Laptop

Differentiated Customer Care

Top 10 Twitter Company

CommunityEngagement

Crowd-source new ideas

DEMONSTRATION

THANK YOU