Digital Engagement Cheatsheet PDF

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Salesforce for Service: Cheatsheet for Digital Engagement

Salesforce Digital Engagement: Seamless service


experience across all digital channels
Provide a seamless service experience to your customers across
messaging, web and mobile channels, on their terms, the way they
Digital Engagement Includes
want. Connected to the World’s #1 CRM Platform, agents can be the Following Products:
more productive with a unified view of the customer and
omnichannel workspace. LiveMessage, Live Agent, SOS,
Social Customer Care
Customer Communities

Return on Investment Accounts to Target

Average percentage improvements reported by Salesforce customers • Current Service Cloud FY18 Open
Opportunities

• Existing Service Cloud Customers

• Legacy B2C Contact Centers within


the following industries:

• Financial Services, Retail, Healthcare


15% +20% +28% +31% +35% & Life Sciences

Decrease in Shift from voice Agent Faster Case Customer


Voice Costs to digital channel Productivity Resolution Satisfaction

Who to Talk To Key Discovery Questions

Target Audience & Titles Pain Points • What channels do you currently use to
support your customers in real-time?
Customer Service: Low Agent Productivity: high call volume, no single view of
customer, difficulty finding answers • How many different systems do you use to
VP/Director of Customer Service support your customers?
& Support Ops
Impact: poor agent experience, low customer satisfaction, high
VP/Director of Call & Contact operating cost, long onboarding time, agent turnover • How do you route incoming requests - calls,
Center emails, chats, etc.?

Digital: Low Customer Satisfaction: customers get frustrated when • What channels are used to handle more
they have an inconsistent experience across channels, or more “hands-on”, complex cases with your
Chief Digital Officer specifically when preferred communication channels are not customers?
Director Digital Support / available
Operations • How are you handling real-time in-app
Impact: low customer satisfaction, user adoption support?

IT/Operations: High Contact Center Costs: siloed systems (web, social, • What are your most important tracked KPIs
messaging and CRM), high service channel costs for voice, for Service? Are you hitting them? (E.g.
Chief Information Officer inability to effectively reach mobile customers CSAT, NPS)
Chief Operating Officer
Impact: High telecom costs, disconnected agent and customer • How many phone calls do you have
VP/Director of IT & Support
experience monthly?
Systems

• What is the cost per phone call?

• Where can customers go to view account


information or the status of or a case?
Salesforce for Service: Cheatsheet for Digital Engagement

The World’s First #1 Customer Service Platform

Key Vocabulary Digital Engagement SKUs

• SMS: Short Message Service. This is known as the LiveMessage+: Multiple messaging channels, 6k messages /user/year for Text Messaging
humble “Text Message” (SMS) AND unlimited messages for Facebook Messenger
• MMS: Multimedia Message Service. Texting, with Live Agent: Includes web and mobile.
pictures. Not all numbers are enabled automatically for SOS: Video chat, on-screen contextual guidance. Includes mobile SDK, omni-channel
MMS, so if you want pictures, make sure to request routing, session recording, unlimited apps
MMS
• Facebook Messenger: A message sent using
Included with UE and EE:
Facebook Messenger to or from a Facebook page
• Short Code: A 5-6 digit number that is used for texting Social Customer Service Starter
between one person and lots of people at once Snap-ins (web and mobile)
• Long Code: A typical phone number (10 digit)
• Web Chat: Real-time chat in web browser
• Mobile Chat: Real-time chat in mobile browser
• Video Chat: Real-time two-way video communication
within a mobile app Supported Countries
• Mobile App Chat: Real-time chat from within a mobile
app Countries (applies to LiveMessage only)
US/Canada, Austria, Australia, Germany, Spain, and UK

Messaging Channels (applies to LiveMessage only)

SMS, Facebook Messenger, Apple Business Chat (coming soon!)

Customer Stories to Showcase Success


Connected Experience Vs. Point Solution

Competitor Crush Points


LiveMessage & Live Agent allows agents to support 4-5
cases at a time vs. 1 phone call. • They say: Connects SMS texts directly to your operations, routing each
consumer to the best agent available. (SMS only, No MMS)
• How we win: A Tier 1 carrier for text integrated into Service Cloud,
leveraging existing Salesforce capabilities including Omni Channel
Routing, and support both SMS & MMS.

LiveMessage channel became 35%-40% of all


• They say: Build conversational solutions.
inbound communication
• How we win: For conversational messaging, no build is required for
LiveMessage. If a customer is looking to get up and running in a few
days, they can and can message-enable existing phone number. Twilio is
a full build solution, is not pre-integrated with Salesforce, and requires
Scaled customer service with ⅔ of service volume
customers to get a new phone number.
migrated to Live Agent chat, resulting in faster case
resolution and +26% increase in CSAT.
• They say: The Most Robust Multi-Channel Messaging Platform
• How we win: Unlike point solutions out there, our digital engagement
solutions are fully integrated into the #1 CRM for Service Platform.
Reduced avg. call time from 15 mins (phone) to 5 mins Salesforce offers a complete customer service platform that adapts &
via SOS video chat, increasing CSAT and their NPS scales as customer needs do.
score.

Talk track that will (almost) always win:


LiveMessage helped increased customer engagement and “In terms of specific features for these competitors, they'll likely have an advantage -- given it's all
responses by 80% they do. However, customer's demand a connected experience, and trying to solve this with a
patchwork of disparate solutions is probably not the best idea. You need a fully integrated, native
set of capabilities to really drive these sorts of experiences.”

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