“Please hold while we connect you
to the next available representative.”
“Wait times may be longer than usual.”
“Please stay on the line and we will
connect to you when an agent is available.”
Has this ever happened to you?
You're reaching out to a company
you do business with
to resolve an issue you're
having with their service
and you're met with lengthy
wait times and unanswered questions.
“I'm not exactly sure
how to resolve your issue.”
“I'm going to transfer you to another agent
who may be able to help...”
Experiences like these are frustrating for
everyone, not just customers,
but for support teams as well.
Every business should feel like
they can equip their teams with the right
tools and processes necessary
to resolve customer issues fast.
But when agents aren't provided
with the right resources and technology
to be as efficient as possible,
for them to have the confidence
to resolve every customer issue,
potentially leaving negative
experiences up to chance.
What if you could take a chance
out of the equation entirely and boost
while reducing time to resolution,
all with a single simple to use tool?
“I'd actually love that too...”
“Can you tell me more?”
- Sure can.
It's Arinee, and welcome back
to ‘Salesforce on Salesforce.’
Today we have Tamara Carpenter,
Director of Customer Success,
here with us to share how her team
is using the power of Slack
to do some amazing things.
She even has three surefire tips
you can use for your business
that will leave your support teams
fully confident to handle anything
that comes their way.
You've waited long enough.
So, Tamara, let's get started.
Today, customers expect and deserve
a frictionless journey.
When we can provide better
service, faster
we keep our customers satisfied.
At Salesforce, our support teams are doing
the best we've ever done in
the company's history,
and Slack has played an integral role
in managing customer expectations.
No matter where our employees
are in the world,
with Slack, we're transforming
the customer experience with “case swarming,”
boosting agent efficiency with automations
and empowering agents
with the knowledge they need to resolve
complex support cases.
Here are three ways
you can do this too.
Tip number one: “Transform
the Service Experience with Swarming.”
Priority number one in customer experience
is to get people
the answers they need fast.
The traditional tiered support
model creates layers
to get to the right expert, with customers
often repeating their issues
while cases are passed back and forth,
leaving the customer frustrated
and extending the time to resolve cases.
With swarming,
we've transitioned to a fearless model
to resolve cases faster,
meaning that customers interact
with a single support agent
while agents collaborate in Slack,
using Slack channels to share knowledge
and expertise needed to
resolve the case internally.
Slack are the secret ingredients
in our tierless support model
as a system of record service
cloud stores, all relevant case details
and links to Slack's channels and
workflows for speedy collaboration.
It also automatically identifies
the relevant experts to swarm an issue
so agents can pull in the right colleagues
to help with a case at a moment's notice.
Plus, if they run
into a particularly tough problem
that will benefit from a
real time conversation,
they can hop into a huddle
and resolve it quickly.
This approach means that
effective collaboration
for even the most complex cases
happens in minutes or hours,
not days, and processes aren't duplicated.
After the problem is solved,
the historical context lives on in Slack,
which means agents can learn
best practices from each other
and celebrate successes together.
Swarming has been a game changer
for our agents and customers.
Not only are we more responsive
more quickly,
but once we implemented swarming,
some complicated issues that have been
open for more than 90 days
or more and resolve them
in 24 to 48 hours.
Overall, thanks to swarming,
we've achieved a 43% reduction
in time to resolve and a 4.7 CSAT score.
That's the power of collaboration at work.
Tip number two: “Supercharge
our Agents’ Efficiency with Automation.”
processes allows us to automate manual,
repetitive tasks
so that agents can focus
on the most critical tasks.
Automating business processes
minimizes costs,
increases efficiency, and streamlines
processes from complex to simple.
Our Slack automations
include integrations into existing apps,
as well as internally created apps
that further automate
critical business processes like global
around the sun case handovers,
or facilitating collaboration
between different engineering teams.
We use these apps in combination with low
and no code automations
in ‘Workflow Builder,’ which allows you
to automate everyday tasks
so you can work more efficiently by
setting up sequences of automated steps
triggered by specific events
or conditions.
These workflows can be tailored to fit
your team's needs and can be used
to onboard new employees,
manage approvals, track project progress
and more.
Workflows cut down on duplicative work,
whether they're using automations or bots.
Our agents have to spend less time
swivel chairing, in other words,
they can do all their work inside Slack
without having to switch context
or log in and out of applications.
Because Slack's platform is flexible
and easy to build on,
we've used it to pilot automations before
implementing them in Service Cloud.
We can beta test a technical solution
and pilot the proposed process
improvements to ensure efficacy
before rolling out additional service
cloud features.
Take for example, our severity
one case experience.
When a Sev-1 case is created,
a Slack channel is auto created
and key stakeholders,
including the case owner
and the technical account
manager, are added to the channel.
Other potential experts and stakeholders
like engineering, can be added
to the channel with a click of a button
to help accelerate case resolution.
Case milestones are included in the app
as a quick reference
for agents and become trackable
metrics in Service Cloud.
And one of our most critical customer
experiences where every minute matters.
Automating ourselves one process
using apps saves an estimated 10 minutes
per case and helps
accelerate case resolution
This has held us accountable
and reduced the time
it takes people to manage tedious steps.
Thanks to Slack's automations, processes
always unfold the same way.
Saving agents valuable time.
Tip number three:
“Create a Searchable Source of Truth.”
Slack is a great content repository,
and it's a huge part
of how we build our culture
because it gives us better
transparency and visibility
into how we're working together.
From features like react-ji’s to huddles to clips.
Slack makes communicating
human and lighthearted.
It removes the silos of information
so that it's easier
for everyone to find what they need
when they need it.
Slack channels give our teams
a place to collaborate
and share helpful context
related to their team or given case.
Pinning and bookmarking important messages
and documents
helps our teams quickly
prioritize and reference information.
Slack helps us be really intentional
about what we share,
and it helps create a strong culture
for teams.
Before an agent asks a question
or initiates a swarm request,
a quick search can help them
find the answers they're looking for.
Slack has helped me
say goodbye to a lot of my email.
I no longer have to pick through
tangled threads that go on forever
or worry that a key contact wasn't CC’d.
More importantly,
there's a higher level of trust built
because Slack allows us to be more
responsive in a more timely way.
People can @-mention me when they need
something and they know I'll see it.
Our team uses clips for
top of mind messages.
It's a less formal way of sharing info.
We can jump into impromptu video
or audio huddles when we need to work
something out in real time
instead of typing asynchronously.
This approach especially shines
in our onboarding process
for new teammates.
Slack democratizes information
so people can find answers
and help themselves without having to be
dependent on central guidance.
In traditional service
orgs, employees often
go through a long ramp up time and
deal with multiple knowledge systems.
Not only does that negatively impact
agent confidence and satisfaction
and long term retention, but it also means
it takes longer for agents
to be proficient enough
to provide top notch service.
But when we onboard colleagues in Slack,
we can drive performance with targeted
training, help employees find answers
faster with AI powered search and track
performance insights with integrated
analytics, dashboards.
And canvases help us keep information
organized from need to know
info for new hires to customer FAQ’s.
Each of my direct reports has a canvas
for our one on ones,
and all of our team channels have
important documents bookmarked.
So important information is easy to find.
That's how Slack can empower your customer
support teams to collaborate more humanly.
Solve problems quickly with
swarming, and automate admin
so they can focus on
the most complex cases.
It has revolutionized the way
we serve our customers
and we think it can do the same for you.
Thank you for watching
‘Salesforce on Salesforce.’
If you enjoyed this episode
and want to continue learning,
be sure to check out the “Take
a Deeper Dive” section down below.
Lastly, if you're low on time,
but want to watch the other episodes
in this series, try out the “My List” feature
on ‘Salesforce+.’
Just hover over the episode you want to
watch later and add it to your list.
Thanks for watching
and we'll see you next time.