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Improving Customer Service with a Branded Self Service Portal

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dreamforce2006
dreamforce2006
Wirtschaft & FinanzenBusiness
1 von 30
Improving Customer Service with a Branded Self Service Portal Mark Bloomquist, Postini Steve Lehr, Postini Chet Chauhan, salesforce.com Track: Service and Support Executives
Safe Harbor Statement ,[object Object],[object Object],[object Object],[object Object]
Mark Bloomquist Sr. Director, Customer Care [email_address] Steve Lehr Founder, Ringlead [email_address]
Introduction ,[object Object],[object Object],INDUSTRY: Security Services EMPLOYEES: 270 GEOGRAPHY: Global PRODUCT(S) USED: SFA, Service & Support, sforce # USERS: 170
Key Challenges ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
The Solution ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Results ,[object Object],[object Object],[object Object],[object Object],[object Object]
Logon
Portal Main Page
Portal News Custom Object
Portal Knowledge Base
Portal Case Management
Portal Documentation https://www.postini.com/support/sfdc.php?solutionID=501000000000Blq
Portal Direct Link To Individual Solutions
Manage Contacts
Manage Contacts
Reseller Order Form
Training Class List
Training Registration
Training Registration
Case Feedback – Case Close Template
Case Feedback – Case Close Template
Case Feedback – Management Actions
Case Feedback – Dashboard Charts
Chet Chauhan Sr. Product Manager [email_address]
Evolution of Web Self Service ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],One-way Self Service Two-way Self Service Personalized and Dynamic Self Service Business Value Impact
Self Service Portal 2.0 Sneak Preview ,[object Object],[object Object],[object Object],[object Object],[object Object]
Self Service Portal 2.0 Roadmap ,[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object],[object Object]
Mark Bloomquist Steve Lehr Chet Chauhan QUESTION & ANSWER SESSION
Session Feedback Let us know how we’re doing! ,[object Object],[object Object],[object Object],[object Object],[object Object],Save time! Use your cell phone or mobile device to send Feedback via SMS/Text Messaging! Send a message to 26335 In the message body: Session 150, #### For example, “ Session 150, 5555 ” Session ID: 150 Session ID # Scores for 4 categories SMS Voting powered by:

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