Cloudforce Sydney 2012 - Delivering exceptional Customer Service with Desk.com

Deliver Exceptional Customer

Service with Desk.com

Delight Employees & Customers in a Whole New Way

Employee Social Network

Customer Social Network

Social Profile

Market Collaborate

Work

Extend Sell

Service

Delight Employees & Customers in a Whole New Way

Customer Social Network

Social Profile

Market Collaborate

Work

Extend Sell

Service

Social Customer Service For Every Business

Small support teams

Instant-on/configuration

Agent productivity

Simple API integrations

Contact centers & large support orgs

Strategic customization

Advanced automation

Complete Force.com Platform

Service

SOCIAL

Instant social + email + phone + web + chat

MOBILE

Respond to customers from anywhere

SIMPLE

Get up and running in minutes

The Social Customer Help Desk for Small Business

Social: Facebook & Twitter Are Out-of-the-Box

Mobile: Respond to Customers From Anywhere

Answer customer questions, wherever you

are, on any mobile device.

Customer service doesn’t stop when you

leave the office. We need to be able to talk

to our customers wherever we are

especially when we travel.

“

- Andy Dunn, CEO ”

Simple: Get Up & Running Over The Weekend

We needed something that was so

easy to use, that we could give it to all

of our store managers with virtually no

training.

“

- John Pepper, CEO ”

Get Started With Desk.com Today

Starting at A$65 /user/month

Start your 30-day free trial at

salesforce.com/au/desk

Demonstration

Thousands of Fast-Growing Businesses Use Desk.com

Marc Lehmann

CEO, Saasu

Marc Lehmann

CEO, Saasu.com

Cloud based accounting software.

For small to medium enterprises.

Online Accounting

Australian-Made

10,000+ Customers

2x Winner at CeBIT

Connects to 100+ Apps

Taught in University

Online Accounting

Bank Feeds

Invoicing

Payroll

Inventory

Point of Sale

Service as a Sales Channel

Desk.com

Twitter

Linked In

Blog

Get Satisfaction

Service Automation

You are what you

haven’t automated

Our Challenge

Easy to use

Low email noise

Instant on

Multi-channel and social

Automation features

We searched

Keep using Google Enterprise mail

Tried going to Zendesk

Hybrid option with Get Satisfaction

Build our own (yes we actually tried doing this!)

Loving Desk.com

1. Team loves Macros, Labels and Groups.

2. Ops team leader and I love the Business Insight reports.

3. We identified those that needed upskilling.

4. The stars got to shine through.

5. Gave context to our Labs team members.

6. It was great value and easy to setup.

Simon Monk

Director, Travel Insurance Direct

Our Challenges

From 0 to Australia’s largest online travel insurance service on the back

of service.

From 1 service person to a team of 20 handling 11,000 calls & emails

per month.

Every time we have a catastrophe, the phones melted.

Service started to slip and errors appeared.

What to do?

The Solution

Knowledgebase

Reduce volume by answering

the questions that get asked

over and over before they get

asked.

Easy to set up.

Good brand presentation.

Excellent content controls.

The Solution

Human Capital

Use filters & rules to get the

easy questions to the least

experienced people and the

hardest questions to most

experienced.

The Solution

Report & Reward

Reward your best people to create great service.

Deliver Exceptional Customer

Service with Desk.com

Now any small business can deliver social &

mobile customer service like a Social Enterprise.

Sateja Parulekar

Product Marketing, Desk.com

@satejap

Don’t Forget to Submit Your Survey!

Stop by the registration kiosks to complete your session

surveys. We have 200 KeepCups to give away as well as

the chance to win a $500 iTunes voucher!

Thank you!

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