Customer Service the Small Business Way

78% abandoned a transaction

(Source: American Express Survey 2011)

2X more likely

to talk about bad experiences vs.

good ones (Source: 2012 Global Customer

Service Barometer)

6-7x more expensive to

to acquire new customers vs.

retain existing ones (Source: White House Office of

Consumer Affairs)

Dangers of Bad Service: It Costs You More Than Money

Customers Expect Great Support on Every Channel

•  Do you know how your happy customers are? •  Is your support process as efficient as possible? •  Do you have a plan to grow support with your business?

Are you ready to deliver on customer’s expectations?

Your customers are everywhere – emailing, tweeting, calling, writing in from your website – expecting you to keep up with all of their requests. It’s critical to respond quickly and provide a consistent and efficient

experience no matter the channel.

They are literally over-run with customer service request. How do you do it when there are so many

of them but so few of you? Without a structure and process in place,

customer requests are falling through the cracks.

As a business you’re focusing on revenue growth – opening new

markets, adding products into your product line. You need a solid

infrastructure that will scale with you.

Fast-Growing Companies Face Unique Support Challenges Agents drowning in customer inquiries

Customers fall through the cracks

Support can’t scale with business

Deliver Fast, Awesome Customer Service with Desk.com

All-in-one customer service app for small and fast growing

companies

Integration Multi-brand

Support Business Insights CSAT Knowledge

Base Self-Service Productivity Tools Mobile Case

Management Multi-Channel

Support Simple Setup

27 % 34 % 38 % 39 %

Faster Case Resolution

Time

Increase Agent Productivity

Faster Response to Customers

Connecting With Customers Improves Every Metric

Source: Desk.com Customer Survey conducted February 2014 on 600+ customers randomly selected. Response sizes per question vary.

Average Percentage Improvements Reported by Desk.com Customers

36% Increase in Customer

Satisfaction

Decrease in Support Cost

Desk.com: Solution to Growing Support Teams Challenges

Quickly Organize Support Optimize for Customers Measure, Adapt & Grow

Setup in Minutes & Catch Every Customer Request

•  Travel booking app for iPhone, iPad, Android •  Number of Agents: 35 •  Rapid expansion to 150 destinations in 16 countries with 6 million downloads in 3 years

24/7 Personalized Support for World-Class Travelers

“Desk.com gives us that beacon of information - the central point for

anything support related. ” - Patrick Cheeseman, Head of Customer Support, Hotel Tonight

•  50-100 employees with 28 customer service agents covering 5 languages •  Desk.com deployment time: 3 days •  Response time less than 10 mins

24/7 Personalized Support for World-Class Travelers

300% increase in bookings over 2 years.

Maximize Productivity from Any Device, Anywhere

•  Get organized quickly with an out-of-the-box customer service process

•  Configure automated business rules, to focus on important trends for your whole company

•  End-to-end case management on native iOS & Android mobile apps

Optimize for Customers

Quickly Organize Support Optimize for Customers Measure, Adapt & Grow

Build a Comprehensive Knowledge Base

•  Provide a single source of truth with the best answers from your company experts

•  Access and search knowledge in agent console

•  One knowledge base powers all

content for internal and external audiences

•  Easily upload logos, change fonts, and publish articles

•  Within articles, embed rich media content for clear step-by-step answers

•  Customizable help center templates optimized for mobile

•  Customers can log in to portal and view own cases

Help Customers Help Themselves with Self-Service Support

Make Actionable Business Decisions, Adapt, and Grow

Quickly Organize Support Optimize for Customers Measure, Adapt & Grow

Make Informed Decisions with Better Business Insights

•  Out-of-the-box, measure support team and agent performance

•  Identify and drill down on feature

requests, product issues, and measure the impact of improvements

•  Advanced reporting for companies, knowledge and customized segmentation

Measure Customer Satisfaction, Drive Business Decisions

•  Have your finger on the pulse of your customer with CSAT scores

•  Identify opportunities for improvement in your business

•  Correlate customer satisfaction with agent performance to coach your team

Achieve a 360˚ View of Customers with Desk Connect Bi-directional Salesforce sync with Standard Account, Contact, & Case objects

Desk.com Business Insights

Salesforce Reports & Dashboards

Agents in Desk.com can create and update cases, update customer or company information and all of their edits appear instantly in Salesforce for your whole company to see. And, as your Salesforce

users interact with and update data in Salesforce, all of those adjustments show up in Desk.

Salesforce Meets Any Customer Support Need

•  As your business grows, your customer support needs grow more sophisticated •  Connecting to back-office systems or customizing a call center require the Service

Cloud Platform •  Starting with Desk.com means all of your data is in Salesforce, so moving to

Service Cloud is simple

•  Utilizing partner apps that manage e-commerce, chat, email marketing, telephony, SMS and many more

•  With technologies like Canvas and Open CTI, SMBs can bring their apps with them as they grow to the Service Cloud

•  With the App Hub, SMBs now have a single, trusted location where they can quickly deploy apps that enhance customer service, without the cost and hassle of building one-off integrations

Increase the Value of Support Across Your Company Desk.com App Hub is Your One-Stop Shop for SMB Apps Increase the Value of Support Across Your Company

Quickly Organize Support Optimize for Customers Measure, Adapt & Grow

Out-of-the-Box Support That’s Simple & Sophisticated

Making Customers into Best Friends with Desk.com

 Desk.com deployment time: <1 week to 27 agents

 Agents handle 10,000 cases per week; 90% retention rate

Desk.com Fuels Exceptional Growth

•  Using labels and workflows to speed through 100 cases/day

•  Every employee is an agent •  Reports on key metrics to monitor the

health of the business

Thousands of Fast-Growing Businesses Rely on Desk.com

Start Providing Awesome Customer Service

 Setup in Minutes  Maximize Productivity  Help Customers Help Themselves  Make Better Decisions  Achieve a 360˚ View of Customers