世界顶尖演示高手garr的设计理念讲稿模.ppt

How does Salesforce CRM help Customer Service Support Teams? 2007 Service Elite Award 2008 Product of the Year 2006, 2007 Product of the Year 2007 Product of the Year 2007, 2008 Innovation Award 2008 Pioneer Award Streamline Your Service and Support Organization Effective customer service benefits everyone —customers, agents, supervisors, and the companys bottom line. Deliver outstanding and consistent service and support across many channels including phone, email, Web, and chat. Customer Logs a Case When a customer has a problem, they can log a case online or call your support team. Case Is Routed Cases can be automatically routed to a queue based upon business rules. Case Closed The agent communicates the solution over the phone uses an email template and closes the case. Gather Insight An agent works the case, reviewing account information such as entitlements and activity history. Customer Portal The customer has 24/7 self-service access to their case history, the knowledgebase, and the online community through the customer portal. Find Solutions The agent can quickly solve the case using suggested solutions from the knowledgebase. Service and Support Process Maps Cases by Type Cases by Source Funnel Cases from Disparate Customer Touch Points Effective customer service benefits everyone —customers, agents, supervisors, and the companys bottom line. Deliver outstanding and consistent service and support across many channels including phone, email, the Web, and chat. Case Volume ? Technical Support ? Billing Question ? Feature Request ? Updated Account Info Cases by Customer Call Support Log a Case Online Email Support Call Sales Case Deflection ? Customer Portal ? Web -to-Case ? Press 1 for Support ? Press 2 for Billing ? support@ ? billing@ ? “While I have you on the phone…” ?” I dont know who to call but…” CTI Integration (optional) The custom