In this webinar you’ll learn: - Customer Service Top Challenges - Customer Service Best Practices in Social Media - How to Provide Smarter Customer Service

3. In this webinar you’ll learn:
• Customer Service Top Challenges
• Customer Service Best Practices in Social Media
• How to Provide Smarter Customer Service

4. “New technologies have put
customers in the driver’s seat of
the marketplace, giving them the
power to make your brand “sink
or swim” in the digital age.”

5. Connect with Your Customers
in a Whole New Way
SNA
Terminal
Mainframe
LAN / WAN
Client
Server
LAN / WAN
Client
Server
Thousands customer interactionsconnected things
Billions Trillions
LTE
Mobile
Cloud
Millions

6. THE AGE
OF THE
CUSTOMER
YOUR CUSTOMERS WANT
SERVICE ON THEIR TERMS

7. POLL

8. This is a critical time in customer service,
as leaders reimagine the service
department’s role in the business.
They’re taking it from a cost center to a
strategic growth engine.
Today, the Service department needs to
be responsible for delivering service that
not only solves a problem, but delivers
an intelligent, 1:1 conversational service
experience that encourages customers
to choose your company over the
competition.

9. • Save 22% in service costs
• Increase agent productivity 28%
• Solve cases 31% faster
• Increase customer satisfaction by 35%
When customer service is done
right, the business benefits:
Fuente: Salesforce Customer Relationship Survey

10. SERVICE CHALLENGES

11. POLL

12. Customers want conversations that are
smart, instant, and highly relevant, without
sounding like the agent is reading off a
script. Looking towards the future of
customer engagement, intelligent
conversational service is the new
battleground and the best way to help
companies win new customers.
People love messaging and texting because
it’s conversational. And guess what?
Customers want to have these same, simple
conversations with companies — whether
it’s over the phone, via text, on a messaging
app, or through social media.

13. WHAT’S STOPPING COMPANIES FROM
D E L I V E R I N G T H E S E K I N D O F
CONVERSATIONS TO CUSTOMERS?

14. • Companies have tons of customer data, but can’t leverage that data to
keep up with the customer’s expectations for instant and personalized
service on every channel.
• Agents and managers are bogged down with tedious tasks that could be
automated, leading to long case resolution times and high employee
turnover.
• On-premise and inflexible technology means service organizations
aren’t connecting with customers the way the customer wants.
• Artificial intelligence is permeating business, but customer service teams
don’t know how to make the most of this new technology.

15. • 70% of consumers agree that technology has made it easier than
ever to take their business elsewhere.
• 83% of business buyers say that tech has kept their company more
informed about product choices than ever before.
• 79% of business buyers say it’s absolutely critical or very important
to have a sales rep that serves as a trusted advisor.
Key findings about the connected customer:

16. • By 2020, 79% of millennial consumers expect smart/connected
home technology will have an impact on their personal lives.
• By 2020, 75% of business buyers expect companies to anticipate
their needs and make relevant suggestions.
Key findings about the connected customer:

17. THE ULTIMATE
CHALLENGE:
• Expectation
• Experience

18. CUSTOMER EXPECTATION
As disruptive companies leverage
breakthroughs in cloud, mobile, social, and
artificial intelligence technology to deliver
personalized, valuable, and immediate
experiences, customers have more choices
than ever.
As a result, they grow to expect this
superior experience from any business
they engage with.

19. AS MILLENNIALS BECOME
MORE POWERFUL IN THE
MARKETPLACE, THIS ISSUE
WILL ONLY BECOME MORE
P R E S S I N G . 6 6 % O F
MILLENNIALS EXPECT REAL-
T I M E R E S P O N S E S A N D
INTERACTIONS.

20. CUSTOMERS
EXPECT
CONSISTENCY.

21. CUSTOMER EXPERIENCE
There are four core elements of the
new baseline customer experience:
• immediacy
• personalization
• consistency
• anticipation

22. CUSTOMERS
EXPECT TO BE
TREATED LIKE A
HUMAN, NOT A
NUMBER.

23. CUSTOMER SERVICE BEST
PRACTICES IN SOCIAL
MEDIA

24. THE BEAUTY OF SOCIAL MEDIA IS
DISTINGUISHED BY YOUR ABILITY TO
ADOPT A UNIQUE VOICE, TONE, AND
APPROACH THAT SUITS YOUR BRAND
AND CUSTOMERS.

25. 1. SOCIAL LISTENING
• Research where people are talking
about you and analyze:
Sentiments
Mentions
Active Networks
Pain Points
• Go beyond Facebook and Twitter.
• Listen carefully to influencers in your
industry.
• Create a crisis management plan before
it’s too late.

26. 2. 24/7 SOCIAL MEDIA SUPPORT
• Make sure you are actively listening and
engaging with your customers on a daily basis.
• Customers use social channels as a way to find
solutions, use social media channels to find
these answers not just web, email or phone
support.
• Answers support questions in real-time.

27. • Publish all types of useful content to
customers - such as help & training links, new
release information and notes, YouTube
videos of new product features and how-to
content that helps new customers learn more
about your products and engage faster.
• Use relevant hash tags for content, it makes
content easier for your customers to find and
reference later.
2. 4/7 SOCIAL MEDIA SUPPORT

28. BY DELIVERING TOPICAL AND
RELEVANT CONTENT, SWIFTLY
ESCALATING EXISTING CASES AS
WELL AS PROVIDING AN EFFICIENT
CUSTOMER FEEDBACK LOOP TO THE
RIGHT PRODUCT TEAMS WE CAN
ENSURE OUR CUSTOMERS ARE
ALWAYS WOWED, AS WELL AS
PROPERLY TAKEN CARE OF.

29. Quick Responses, Happy
Customers!
32% of consumers, who have attempted to
contact a brand, product, or company
through social media for customer support,
expect a response within 30 minutes.
42% of consumers expect resolution
within 60 minutes.
It is crucial to determine early on how social
support cases will be handled and how you
can provide efficient support to your
customers.
Source: Jay Baer

30. Showcase the human side of your
brand
• Show your personality when you respond to a
customer so they know they are engaging with a
real person, rather than a bot using a canned
response.
• While responding, keep your tone personal and
relaxed, sign with your initials and make them feel
the engagement only a real person can provide.
• Customers want a personal connection and we
need to convey that loud and clear.

31. THE BIGGEST
PUSH TOWARDS
SOCIAL
INTERACTION IS
HUMANIZING
ALL
INTERACTIONS.

32. 3. SOCIAL ENGAGEMENT
• Determine your tone.
• Don’t always feel compelled to jump in.
• Help your customers become experts, too
• Respond to negative AND positive
feedback.

33. SMARTER
SERVICE

34. The Future of Customer Service is Here: Service Cloud Einstein

35. A predictive
experience for
customer service,
sales and
marketing.

37. If you are a service representative,
Einstein helps you offer proactive
service by identifying cases early
and recommending solutions
before the customer knows they
have a problem.

38. With AI, your customer service team can actually
anticipate a customer’s needs, rather than simply
react to them.
The conversation between customer and business is
an interaction joined by the data the customer is
generating on every digital channel (from
smartphones to connected devices to social media),
and the solutions the company finds based on that
data.
Imagine that the customer doesn’t even have to
make a call because the problem has already been
solved.

39. Predictive intelligence can identify customers
who are at risk for churn, so that reps can renew
or upsell with personalized offers.
Feeling neglected or ignored by a company, or
forced to wade through inefficient systems, is a
sure way to alienate customers. Companies that
fail to apply AI to CRM will seem hopelessly
mired in the past.

40. With Service Cloud Einstein, organizations of
all sizes will be able to:
• Resolve customer service cases faster: New recommended case
classification automatically defines cases based on user histories and
trends. For instance, if a product has a known defect, those cases can
be automatically routed with the instructions to agents on how to
address the issue.
• Deliver the right answers, with confidence: New recommended
responses use case context and history to recommend answers,
ensuring customers can quickly get the right responses to their
questions.

41. With Service Cloud Einstein, organizations of
all sizes will be able to:
• Empower your team with insights about case
resolution times: New predictive close time helps
your support team route, escalate and prioritize
work by predicting the time needed to resolve an
issue. And because of machine learning, Einstein
gets smarter over time, helping companies optimize
their agent staffing and provide better customer
service.

42. Of employees expect artificial intelligence that automates or
assists in work-related activities to have a major or moderate
impact on their daily work lives (Salesforce Research)

44. Q&A

49. THANK YOU

50. Contact us!
w w w . d o b l e g r o u p . c o m
@doblegroup /doblegroup /+doblegroup
Company/doble-group-llc doblegroup /DobleGroup

51. Doble Group, LLC
Doble Group, LLC is a boutique consulting firm that focuses on improving commercial
business results through CRM solutions and the alignment of the organization, its
processes and teams for success. We deliver our services through highly customized
consulting, training and coaching programs and the world’s #1 CRM technologies.