Salesforce.com Sr. Director of SMB Solutions Tricia Gellman's presentation at Social Biz Atlanta 2013

1. The Role Social is Playing in
Customer Service Today,
Tomorrow & Forever
Tricia Gellman
Sr. Director SMB Solutions
/tricia.gellman
@triciagellman
In/sfmrktg

2. 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 documents and others containing important disclosures are available on the SEC Filings section of the Investor
Information section of our Web site.
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 forward-looking statements.

3. Our Mission: Cloud Computing Driver, Catalyst and
Evangelist
Enterprise
Mainframe Client/Server Cloud Computing
No Hardware/Software
Subscription Model
Automatic Upgrades
Constant Innovation
1960s 1980s Today

4. #1 in Cloud Computing and Customer Relationship
Management
#1
Cloud Sales, Service, Innovation
Computing Marketing 2011, 2012

5. The Social Revolution
2010s
1960s 1970s 1980s Social
Mainframe Mini Client 2000s Revolution
Computing Computing Server Mobile
Computing Computing
1990s
Cloud
Computing
x 10x 100x 1,000x 10,000x 100,000x

6. Today, People Are Discussing Your Brand
340M
Tweets Per Day
2.7B
FB Posts Per Day
Billions
Blog Posts Per Day
150M
Conversations
Per Day
Sources: Penn State College IST Social Study, Twitter, Facebook, YouTube, Visible Technologies

7. Most Businesses Are Not Listening #FAIL
95%
Facebook Brand
Posts NOT
Answered
= 88% People Unlikely to Buy
from Brands that
71% Ignore Their
Twitter Complaints Online
Complaints
NOT Answered
Sources: SocialBakers “Companies Respond to Just 5% of Questions on Facebook”; Sysomos “Replies and Retweets on
Twitter” l Study, Twitter, Facebook, YouTube, Visible Technologies

8. If you make customers
unhappy in the physical
world, they might each tell
6 friends.
6 friends.
If you make customers
unhappy on the Internet,
they can each tell
6,000 friends.”
6000 friends.
- Jeff Bezos, Founder & CEO

9. Social Has Created a Dramatic Impact on Customer Service
Cancels $5 debit card fee after Molly Spots misinformation around Posts public Twitter apology to
Katchpole’s online petition gains Holiday Tipsy Tow musician that was kicked off the
over 150K signatures. marketing program plane after clothing dispute.

10. The Impact Extends to Your Entire Company
Service
Marketing
Sales

11. How Can You Connect Everyone and
Use Social As a Benefit?

12. You Need to Start By Listening
Today’s customer is social and
mobile
Social media is the new 800
number
Connect to all channels:
traditional and social
“25% of our cases now come from from social media, that’s equivalent to cases
coming over the phone. If the phone was ringing would you not pick up?”
- John Rote, Head of Support

13. Bonobos Scales Customer Service
Leading men’s clothing e-commerce retailer
Needed to scale while maintaining personalized service
Increased customer satisfaction to 97% with Desk.com
Grew social support by 800% over Twitter

14. Put a System In Place
Setup a professional support tool
that everyone can use
Share customer data between
support and sales
Move cases from open to resolved
so no customer falls through the
cracks

15. Squarespace Personalizes Support with Desk.com
Provides a website development platform for business
Handles over 10K new tickets per month
Uses case routing and escalations to make sure no customers fall through the cracks
Tracks agent productivity in real time with Desk.com reporting

16. Empower Customers to Help Themselves
Let customers help themselves
Maintain public knowledge base
Create branded experiences
Increase satisfied self-service
+31%
Increase in call deflection

17. Square Reinvents Commerce with Desk.com
Revolutionizing transactions between buyers and sellers
Over 2M merchants using Square globally
$8B in payments processed annually by Square
Delivers and scales support over social channels and self-service

18. Measure: What Gets Measured Gets Done
Number of new cases
Case categorization
Source of cases
Avg. Time to 1st Response
Avg. Interactions to Resolution
Customer Satisfaction!!!

19. All-in-one Application for Any Small Support Team
Support Your Customers Help Your Customers Easy to Get Up and
Across Any Channel Help Themselves Running

20. Become a Customer Company:
Connect to Your Customers in a Whole New Way
Connected Connected
Employees Partners
Connected Connected
Customers Products

21. Service Solutions For Companies of All Sizes