Mobile Self-Service The Next Generation of Customer Service Michael Chou, Salesforce.com, Director of Product Management @mchou Daniel Walsh, Salesforce.com, Director of User Experience @daniel_walsh_
Oct 19, 2014
Mobile Self-ServiceMobile Self-ServiceThe Next Generation of Customer Service
Michael Chou, Salesforce.com, Director of Product Management@mchou
Daniel Walsh, Salesforce.com, Director of User Experience@daniel_walsh_
Mary Pat O’TooleMary Pat O’Toole
Director of Sales Resource & Development
Avis Budget Group
JP RegitJP Regit
CoE LeadPwC
Guest SpeakersGuest Speakers
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Agenda
- Why Mobile Self-Service
- Customer Presentation – Avis Budget Group
- Partner Presentation – PricewaterhouseCoopers
- Salesforce Mobile Solutions- Service Cloud Mobile Self-Service
- Future of Responsive Self-Service
- Future Vision of Self-Service
- Q&A
Why Mobile Self-Service?Why Mobile Self-Service?
Why Self-Service?
Reference: Forrester.com, Gartner.com, HBR.com, Intelliresponse.com
Impact of Self-Service-Better use of their product-More collaboration between users-Increase in agent productivity-Decrease in case volume-Increase in customer satisfaction
91%of customers
would use self-service if it
were available
72%of people think self-service is a fast and easy way to handle
support issues
45%of customers abandon online purchases if they can’t find
info quickly
Your Users Are Increasingly on Mobile Devices
Mobile devices have become ubiquitous and increasingly the primary way users communicate and find information
Reference: Mary Meeker - Internet Trends (December 2012)
Your Users Already Use Mobile Self-Service
Self-Service on mobile devices is already here with 30%+ user adoption
Reference: Frost and Sullivan Analysis, 2012
Customer Service is Changing
Through 2015, the dominant themes in CSS will be peer to peer or social customer service processes, application migration to the cloud [SaaS], and support of mobile consumers
Reference: Gartner – ‘Agenda for Cust. Strategy & Experience Management, 2012’
Mobile as a CSS Channel is Emerging
And the Opportunity is Huge
Reference: Gartner Enterprise Software Forecast Q2 2013
Convenience Timely
Ease of Use
The Future of Mobile Self-Service
Mary Pat O’TooleMary Pat O’Toole
Director Sales Resources and Development,
Avis Budget Group
Director Sales Resources and Development,
Avis Budget Group
How We Use Salesforce for Mobile Self-Service
- Mobile Optimized Website- Get a Quote, Look Up Reservation, and FAQ- Rolled out first in the UK end of 2011
- FAQ uses Salesforce Knowledge
- Available in the UK, France, Germany, Spain, and Italy
Device Demo
Benefits of Using Salesforce Knowledge
- Easily support both desktop and mobile channels- Did not have to maintain multiple article versions for each
channel
- Simple authoring and publish workflow
- Easily maintain 5 different languages for 5 different sites
- Powerful reporting capabilities- Able to report on most frequently viewed & highest rated
articles- Can update articles that are not helping
Impact on Avis Customer Service
- Seeing growth of the mobile web channel in the region of traffic doubling every six months
- Reduces number of calls & call time to call center
- Mobile experience enhances Avis’ leadership position in offering a seamless customer centric experience
- Next enhancements to further improve customer service- More channel relevant experience (mobile vs. desktop)- Bring in more customer/rental specific information- Utilize contextual information (e.g. location, vehicle) to provide more useful
information
Our Plans for the US
The Avis Car Reservation Application makes renting a car even easier:-Create a new reservation or view, modify or cancel an existing reservation.
-Store your profile and reservation preferences for future use.
-Find any Avis location by searching on Airport, Address, or Zip Code or view a list
of rental locations in close proximity.
-Find your closest Avis location, with details on hours of operation, address and
phone number.
-Quickly access recent iPhone rental locations.
-Get even more details about the vehicles available within a specific car group.
-Get roadside assistance when you need help
JP RegitJP Regit
CoE Leader, PwC
@jpregit
CoE Leader, PwC
@jpregit
All about PwC
From strategy through execution, PwC helps create the
customer‑centric organization
Extensive cross-functional knowledge of customer operating environments
Deep relationships with global organizations across all industries
Change management experience in complex transformational contexts
Proven methodology used across hundreds of clients globally to enable a
successful transformation engagement
Post ‘go-live‘ support models
Booth West 501
Booth North 1307
SDK Development High Flexibility on Mobile Approach
• Provides both native Objective C iOS SDK or Java Android APIs.
• Integrated with PhoneGap mobile platform as a native container for HTML5 based
hybrid apps, either on local or remote base.
• Client OAuth authentication API support reduces the effort and complexity for
integrating mobile applications with enterprise security management from
Salesforce.com.
Simplified Getting Started Process with NPM• Build in place Hybrid Mobile app project template for quick start.
• REST API with all infrastructure classes for making the data access as easy as
possible.
Decision Process Key Considerations
• User Experience, look & feel
• Performance
• Development speed and cost
• Required knowledge
• Data persistence
• Cross-platform support
PwC’s Strategy• Starts from native with iOS devices as it has been proven a most popular & secured platform
for enterprise mobile solutions.
• High performance with rich user experience which brings high visibility.
• Quick turn around as economic solution on single platform.
Device Demo
Patient Portal Field Service Professional
Simplified work flow on saving operation costs Reduced paper work and manual processes as a result of our mobility solutions Innovative mobility features to bring added value for enterprise clients
Challenges and Outcomes Challenges
• Various visions & requisitions on skill sets, backgrounds.
• High expectation on performance, user interactions.
• Economic, economic, economic ….
PwC Solutions CoE driven resource pool to glue PwC expertise of a broad range from Industry, Salesforce &
mobility. Agile base collaboration mode to have the work delivered in a responsive way with less latency.
User centric UX design for easy of use, touch & tap user experience. SOA base architecture design via utilizing Salesforce’s out of box libraries, REST APIs .
EfficientEfficient
EffectiveEffective
EconomicEconomic
Building Apps on SalesforceBuilding Apps on Salesforce
Downloadable app for accessing Salesforce data from a mobile
device
Mobile AppExchange for discovering purpose-built apps or
vertical solutions by industry
Custom mobile apps designed and built by you or
an ISV partner
Salesforce Has The Answer For Every Mobile Need
Salesforce1 App Platform Marketplace
Salesforce Platform Mobile Services
http://developer.force.com/mobile
Service Cloud Mobile Self-Service ApplicationService Cloud Mobile Self-Service Application
Current Mobile Applications
PKB3 Mobile Self-Service
Device Demo
Service Cloud Mobile Self-Service
Fully Configurable
- Knowledge, Q&A, Cases, Live Agent, Call an Agent
Compatibility-Web-application delivered through mobile browsers-Optimized UI for Phones-Tested on iPhones and Android Devices-Users can authenticate using:
- Facebook Profile- Portal Licenses- Chatter Communities Licenses
Available as an unmanaged
package in the AppExchange
The Future of Responsive Self-ServiceThe Future of Responsive Self-Service
Our Vision
Superior self-service that is easy to setup and optimized for any device
Building Self-Service using Site.com
Desktop Demo
Daniel WalshDaniel WalshDirector of User Experience
@daniel_walsh_
Director of User Experience
@daniel_walsh_
A Unified ExperienceA Unified Experience
Search Knowledge Articles
Q&A Discussions
Best Answer.
Idea. Feature request.
Design PrinciplesDesign Principles
1 Content first – deemphasize chrome and controls
2 Simplify and reduce – show only what’s necessary
3 Provide visual cues – help orient the user when
things happen
4 Stay consistent – prevent confusion and unexpected
behavior
5 Delight users – create an enjoyable sense of
playfulness
Install graphic card
Mary Pat O’TooleMary Pat O’Toole
Director of Sales Resource & Development
Avis Budget Group
JP RegitJP Regit
CoE LeadPwC
Daniel WalshDaniel Walsh
Director of User ExperienceSalesforce.com
Michael ChouMichael Chou
Director of Product ManagementSalesforce.com