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Transform the Customer Experience with Service on Salesforce
Alissa WinklerAccount Executive, Service [email protected]
“Customer experience has overtaken price and product as the key brand differentiator.”
Price ProductCustomer
Experience
#1
Source: Customers 2020 Report
The Future is All About Customer Experience
Yesterday’s Customer Service Solutions
Your Customers
Help lives in desktop portal Personalized: want answers wherever they are, in context
Smarter: want the right answers the first time
Faster: needs constantly evolving
Disconnected resources and data
Not built for speed
The Customer Experience Gap
Corporate Executive Board’s Study
125,000+ customers 5,000+ customer service reps
100+ companies
3 major findings
Relationship between Delight & Loyalty
Less Loyal
More Loyal
Below Customer
Expectations
Meets Customer
Expectations
Exceeds Customer
Expectations
The Perception Repurchase
Increased Spend/Share of Wallet
Negative WOM
Value of delight lost if you don’t
meet customer
expectations
Finding #1: Delight Doesn’t Pay
Less Loyal
More Loyal
Below Customer
Expectations
Meets Customer
Expectations
Exceeds Customer
Expectations
The Perception
The Reality
Finding #2: Service Drives Disloyalty
ANY customer service interaction istimes as likely to drive disloyalty 4
■Repeat contacts
■Channel switching■Transfers
■Repeating Info
■“Hassle factor”
■Policies and processes customers have to endure
■Robotic service
Finding #3: Mitigate Disloyalty by Reducing Effort
Companies need to reduce the chances of customers leaving
Strong Correlation Between Low Effort and Loyalty
Reducing Customer Effort:Increase Repurchase
Increase Share of WalletReduce Negative Word of
Mouth
Low Effort High Effort
1%
81%
Low Effort High Effort
88%
4%
Low Effort High Effort
Repurchase
94%
4%
Source: CEB analysis.
Increased Spend/Share of Wallet
Negative WOM
Percent of customers who…
Service Platform for Customer Success Transform the customer experience with Service on Salesforce
360-DegreeExperience
Smarter Support
InnovateFaster
Know your customer at every touchpoint
Empower agents and managers with the right tools and intelligence
Build and scale at the speed of your customers
Helping Customers Succeed Across All Metrics
Faster Case Resolution
48 %+
45 %+Faster Average Handle Time
Agent Productivity
47%+
Support Cost Savings
45%+
CustomerSatisfaction
45%+
Source: Salesforce Customer Relationship Survey conducted March 2015 - May 2015, by an independent third-party, Confirmit Inc., on 4,600+ customers randomly selected. Response sizes per question vary.
Average Percentage Improvements Reported by Salesforce Customers
45 %+
Customer Retention
ImprovementIncrease Savings Increase Improve Savings
“Service Cloud improves first call resolution by 35%.”
DNA screening for men, women, and children
1 solution for sales & 1 system for service
Inability to customize and scale current solution
Improved First Call Resolution by 35%
Agents handle 35% more cases with Service Cloud
Upsell customers with recommended solutions
Counsyl Replaces Zendesk & Increases Customer Sat. by 10%
Jonathan Wan, Director of Operations
“Service Cloud enabled 25,000 cases each quarter without adding agents.”
Leader of archiving and compliance solutions
Homegrown solution developed for 40 employees
Inability to measure agent productivity/NPS
Reduced customer onboarding by 39 days
Visibility into support hours spent on product
Automated points to remove human error
Smarsh Moved NPS from -19 to 63 in 8 Months with Service Cloud
Carla Nichols, SVP, Client Services
