Digital Engagement Cheatsheet PDF
Digital Engagement Cheatsheet PDF
Digital Engagement Cheatsheet PDF
Average percentage improvements reported by Salesforce customers • Current Service Cloud FY18 Open
Opportunities
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
• 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