Customer Service in Salesforce: Managing Cases Effectively
4 likes6,945 views
The document discusses effective case management in Salesforce customer service, emphasizing the importance of customer satisfaction and company culture. It outlines features and functionalities such as automation, analytics, workflow, and handling time metrics to enhance service efficiency and user experience. Additionally, it highlights tools for case flags, merging, splitting cases, and gamification strategies to boost engagement and performance.
Customer Service in Salesforce: Managing Cases Effectively
- 1. Customer Service in Salesforce: Managing Cases Effectively Chad Meyer Dec 11 2013 © 2013 Internet Creations. All rights reserved.
- 2. “There is only one boss. The customer. And he can fire everybody in the company from the chairman on down simply by spending his money somewhere else.” -- Sam Walton © 2013 Internet Creations. All rights reserved.
- 3. About Us ● Customers of all sizes throughout the world ● One of America’s fastest-growing companies ● IT Support ● Salesforce in 2004 (Supportforce) © 2013 Internet Creations. All rights reserved.
- 4. About You ● Who is familiar with the service capabilities of Salesforce? ● Who is already running their customer service out of Salesforce? ● How many people think their customer service implementation is optimal? © 2013 Internet Creations. All rights reserved.
- 5. Why Customer Service? ● Customers have strong voices ● Company culture of service ● Impacts everything © 2013 Internet Creations. All rights reserved.
- 6. Cases in Salesforce ● Consistency ● Analytics and Reporting ● Efficient business processes © 2013 Internet Creations. All rights reserved.
- 7. Standard Salesforce Functionality © 2013 Internet Creations. All rights reserved.
- 8. Standard Automation ● Auto-Responses ● ● ● Set expectations with your customers Vary by Entitlement Type Assignment Rules ● Distribute Cases optimally ● Don’t spam your users © 2013 Internet Creations. All rights reserved.
- 9. Standard Automation ● Escalation Rules ● Measure time based on... ● ● ● Age since opened Age since last modified Filter on... ● Entitlements (eg. Basic vs Premium Support) ● Case Priority ● Account fields (eg. Critical Account) © 2013 Internet Creations. All rights reserved.
- 10. Workflow ● Can change Case Status based upon inbound and outbound Emails and Case Comments ● Time-Based Email Alerts and Field Updates on Inbound Email Message or new customer comments ● Cross-object © 2013 Internet Creations. All rights reserved.
- 11. Case Teams and Contact Roles ● Many-to-many support ● Which should I choose? ● Integration with workflow ● Impact on sharing and security © 2013 Internet Creations. All rights reserved.
- 12. Entitlements and Milestones ● Complex SLAs ● Per-Incident Support ● Named Contacts © 2013 Internet Creations. All rights reserved.
- 13. Analytics (KPIs and Auditing) ● Data Quality ● Initial Response Time ● Case Age and Time to Close ● Time with Customer vs Time with Support © 2013 Internet Creations. All rights reserved.
- 14. Save clicks, time, and $. And make your users, customers, execs happy. © 2013 Internet Creations. All rights reserved.
- 15. CronSights Handle Time Metrics ● Measure actual handle times ● Identify bottlenecks ● Deliver metrics © 2013 Internet Creations. All rights reserved.
- 16. Case Flags ● Prioritize Cases needing attention ● Eliminate Case neglect ● Measure Time ● "Initial Response" (even in business hours) ● By Case Owner ● By Case Status © 2013 Internet Creations. All rights reserved.
- 17. Email to Case Premium ● History (Java Agent and S-Control) ● Inbound communication ● ● ● ● ● Auto Create new Contacts Email Loop Protection Inbound emails create clean Case Comments Email Distribution Supports Leads © 2013 Internet Creations. All rights reserved.
- 18. © 2013 Internet Creations. All rights reserved.
- 19. Email to Case Premium ● Outbound Communication ● ● ● ● ● ● Add a comment Send an Email Add attachment(s) (drag and drop) Update fields Add To, CC, and BCC Recipients with type-ahead search Canned Comments with Merge Fields © 2013 Internet Creations. All rights reserved.
- 20. © 2013 Internet Creations. All rights reserved.
- 21. Merge and Split cases “These apps encourage behaviors that people should do anyway, but don’t because they’re too hard.” © 2013 Internet Creations. All rights reserved.
- 22. Case Merge Premium ● Enables authorized users to find duplicate cases and merge them together ● Reduces handle time ● Improves customer experience ● KPI accuracy © 2013 Internet Creations. All rights reserved.
- 23. Case Merge Premium © 2013 Internet Creations. All rights reserved.
- 24. Case Split ● Split unrelated issues into new Cases ● Protect integrity of usage-based entitlements ● Reduces Handle Time because communication threads are shorter and easier to follow ● KPIs, including time-to-close, become more precise © 2013 Internet Creations. All rights reserved.
- 25. Case Split © 2013 Internet Creations. All rights reserved.
- 26. Simple Survey ● Receive higher than usual response rates with 1 click surveys ● Generate service ratings and optionally request comments ● Fully extensible with workflow, reporting, and Apex © 2013 Internet Creations. All rights reserved.
- 27. Simple Survey © 2013 Internet Creations. All rights reserved.
- 28. Hoopla ● ● ● ● ● Gamification Display virtually any Salesforce data on a big screen TV, for all to see We display "Cases Needing Attention" Display KPIs like Initial Response and CSat Leaderboards Fireworks when someone receives a “10” © 2013 Internet Creations. All rights reserved.
- 29. Hoopla © 2013 Internet Creations. All rights reserved.
- 30. Free Apps © 2013 Internet Creations. All rights reserved.
- 31. Take Ownership for Cases ● Reduces the number of clicks from 5 down to 1 by adding a custom button to the Case Page Layout. © 2013 Internet Creations. All rights reserved.
- 32. Change Case Ownership Plus ● Assign ownership of Cases faster & save clicks ● Automatically transfer open activities ● Allows original case owner to maintain visibility © 2013 Internet Creations. All rights reserved.
- 33. Add Me as Case Team Member © 2013 Internet Creations. All rights reserved.
- 34. Screenr for Salesforce ● Enable customers to easily record their issue ● Show a customer how to fix their issue ● Streamlined integration with Cases coming soon! © 2013 Internet Creations. All rights reserved.
- 35. Thank you ● 100+ reviews on the AppExchange ● #1 Salesforce app for Agent Productivity ● #3 Salesforce app for Customer Service ● 4 of the top 5 rated Salesforce apps for Agent Productivity ● 4 of the top 10 rated Salesforce apps for Customer Service © 2013 Internet Creations. All rights reserved.
- 36. Q&A © 2013 Internet Creations. All rights reserved.
- 37. Photo credits ● “Sam” by Janice Waltzer ● ● “Customer Care Agents” by bloomsburys ● ● http://www.flickr.com/photos/adriansnood/with/5215181016/ “Motion Gears - Team Force” by ralphbijker ● ● http://www.flickr.com/photos/natalielucier/ “Escalators at Canary Wharf” by Adrian Snood ● ● http://www.flickr.com/photos/48086813@N03/ “Jumping” by Natalie Lucier ● ● http://www.flickr.com/photos/pixelpackr/ http://www.flickr.com/photos/17258892@N05/2588347668/ “Alarm Clock 2” by Alan Cleaver ● http://www.flickr.com/photos/alancleaver/4293345629/ © 2013 Internet Creations. All rights reserved.