1. Lee Pisacano, Strategic Account Manager, Service Cloud Salesforce.com Robin Callender, Senior Solution Specialist, Service Cloud Salesforce.com Going Social in the Modern Contact Center

2. Blend social with traditional service channels Start with a social customer service strategy How do you deliver amazing customer service in the social world? The world’s gone social. What’s stopping your call center?

3. Old Contact Centers Cant Connect with Social Customers Your customers are here You invested here Contact Center 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”

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

8. Start with a social customer service strategy

9. Define Your Goals Raise CSAT Generate ROI Protect brand Reduce service costs Deflect calls Get new product ideas Strengthen customer relationships Join conversations Increase loyalty Empower a self-service community

10. 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

12. Blend social with traditional service channels

13. First, Recap Today’s Customer Service Process… (calls) (the queue) (volume, AHT, FCR) LISTEN HANDLE MEASURE

14. Provide An Amazing Service Experience On All Channels LISTEN HANDLE MEASURE (social conversations) (trending topics, influence, sentiment) (tweets, posts) Customer

15. The Social Customer Profile Provides Complete View of the Customer Social Profile Contact: Sarah Patel @sarahp # followers recent product tweets social influence recent “likes” blog comments account # service history recent cases products owned team insights Twitter Handle on Twitter sarahpatel @sarahp

16. One Platform Secure Performant Agile Live Agent Web Chat Customer Portal Knowledge Social Search Service Cloud Manager Call Center Visual Workflow Entitlements

17. Source: Comscore, 2010

19. Improving Key Service Metrics and Improving Brand First Call Resolution Reduce FCR from 7 days to 24 hours Build Loyalty Increased NPS by 45% Deflect Calls Handle 10x volume at World Cup 2010 Product Innovation Customers invent the Dell Linux Laptop Differentiated Customer Care Top 10 Twitter Company Community Engagement Crowd-source new ideas

20. DEMONSTRATION

21. THANK YOU