Okay, so that's a slight exaggeration,
but it is how some of us were feeling at the time.
Hi, I'm Jim Roth and I lead customer service at Salesforce.
I'm going to tell you a story
of how a pandemic expedited our digital transformation plans
while helping redefine the future of customer service.
This is salesforce on Salesforce,
where my colleagues and I share with you
how we use our own solutions.
we realized we needed to put our service cloud solutions
By transitioning our 2,800 support engineers
spread across 16 different countries to work from home
as fast as humanly possible.
Which was a feed in itself.
But how do we continue to deliver an easy
and expert customer experience in this new model?
Let's get some help from someone
who is on the ground doing just that.
I was hoping you could help break down to the audience,
how we use service cloud to support our customers
It's how we use it today too.
Okay, so the transition was easier for us, Jim
because all of our products are already inside the cloud.
So we were still up and running.
So if a customer realized, "Oh no, I have an issue."
They could start a chat with us
right inside our Help portal.
Now our support agents work from our service console
which provides insights to everything
about the customer on one screen.
So if I just zoom in here,
you can see we have everything from the customer's profile
to purchases, past interactions,
which all come into play to help solve the issue.
Looks like they need help getting into process builder.
We even get AI recommended next steps
based on their search history
which we use to troubleshoot faster.
About that, let me rewind here
because before the even engaged with us,
you can see she was searching
for knowledge articles about this very topic.
Okay, back to where we were.
So like you and I are doing now,
we also screen share with customers to solve issues.
Do you mind showing your screen?
And with instant access to all these tools,
we're able to let our customers know
we're not starting from square one.
We can begin resolving this right away.
And customers love that, right?
I mean, at the time they loved it more than that.
Thank you so much, I love you.
Wait Brian, can you pause it?
I just want to make clear to our audience.
I think it was more of an affirmation like...
And because service cloud allowed us
to continue supporting our customers during this time,
our customers were able to support theirs.
And I think everyone was grateful for that.
You can pause here, Brian.
I need to get back to the audience
but thanks for your support on this.
No problem, the screen is yours again.
because we were already headed down
this digital transformation.
This just expedited things.
It was around this time we also realized,
okay, this is the new normal.
So how do we use the cloud in a more innovative way
to better serve our employees and our customers?
You're ready to talk product innovation?
Yep, roll the reenactment footage.
meaning we do our own RnD with our support teams.
You know how they are using the product (indistinct)
what's working, what isn't,
which helped us prioritize product innovations.
One product innovation I think would really help
Not ideal for customer support.
But skip ahead to our role
and this call plays out entirely different for us.
Spotty service, dropped calls, no longer issues.
There's also a speech to text transcription
so we can see everything you're saying.
And I can access full transcripts anytime I...
Case routing was also a priority.
Wait, paused it's three laptops?
Okay, so this more than slightly embellished scene
shows our actor playing our agent
overloaded with cases due to routing issues.
expedited our release of omni-channel routing.
It's what we use to intelligently distribute cases
based on things like caseload, skillset, availability
and the channels that our cases are coming through.
Or in the event of a rolling blackout,
re-routing cases to the right team members.
So customers and colleagues can rest assured,
That's a big deal for our hybrid work model.
actually opened up innovative opportunities
for us to better serve customers.
Are you ready to talk about how we use Slack for service?
Sharing my screen and starting the video now.
Okay, so when we were all at the office
like the support team we see here,
it was really easy just to tap a coworker on the shoulder
if we needed help on a case.
May I place you on a brief hold?
have you ever had an issue with such and such?
And if they didn't know either,
we could easily walk down the line
of support agents in the office
until we found the right person who could tell us,
"Yeah, I can help with that."
But now we use virtual case swarming.
So we still ask all the same coworkers
working from the office or at home,
we just do it virtually and all at once.
We're also connected globally to agents
So support teams all over the world
are literally a Slack message away from jumping in to help
May I place you on a brief hold?
Actually, I have your answer right here.
Let me share it with you.
Our productivity and (indistinct) has soared.
Thanks Tamara, I've got to go wrap up the show now.
All right Jim, take care.
Today our team is helping customers
with amazing speed and empathy,
Nobody wakes up in the morning
hoping to call customer support with an issue.
In this work from anywhere world,
our agents are able to do their best work
no matter where they are.
More than ever, we're working toward more proactive support
with service cloud solutions.
So we can reach out before you even know an issue exists.
We keep innovating and asking.
What does the future hold?
Agents, I'm transmitting from the year 2049
about a potential performance risk.
Please alert the customer.
Another dramatization, but you get the idea.
At the heart of it great customer service
And having the right tools and technology helps people
be the best versions of themselves.