Make Customers Fall in Love with Your Salesforce Self-service Community
Download as PPTX, PDF•0 likes•524 views
The document outlines best practices for engaging customers with Salesforce communities, emphasizing content quality, navigation ease, and personalized experiences. It highlights the importance of using technology and insights for case deflection and community engagement, alongside strategies for measuring community success. Additionally, it introduces Perficient and Coveo, detailing their offerings and collaboration to enhance customer interactions.
Make Customers Fall in Love with Your Salesforce Self-service Community
- 1. Make Customers Fall in Love with Your Salesforce Community
- 2. 2 About Perficient Perficient is the leading digital transformation consulting firm serving Global 2000 and enterprise customers throughout North America. With unparalleled information technology, management consulting, and creative capabilities, Perficient and its Perficient Digital agency deliver vision, execution, and value with outstanding digital experience, business optimization, and industry solutions.
- 3. 3 Perficient Profile • Founded in 1997 • Public, NASDAQ: PRFT • 2016 revenue $487 million • Major market locations: Allentown, Atlanta, Ann Arbor, Boston, Charlotte, Chicago, Cincinnati, Columbus, Dallas, Denver, Detroit, Fairfax, Houston, Indianapolis, Lafayette, Milwaukee, Minneapolis, New York City, Northern California, Oxford (UK), Southern California, St. Louis, Toronto • Global delivery centers in China and India • ~3,000 colleagues • Dedicated solution practices • ~95% repeat business rate • Alliance partnerships with major technology vendors • Multiple vendor/industry technology and growth awards
- 4. 4 About Our SpeakersAbout Our Speakers Momoko Furukawa Lead Business Consultant Perficient David James Director of Product Marketing Coveo
- 5. 5 Why Salesforce Communities? • Pre-built templates with out-of-the-box components • Drag and Drop & Point and Click UI configuration • Custom Theme Layouts • Fast Design, Development and Deployment • Access to Lightning Bolt Templates built with various use cases • Mobile first design
- 6. 6 How Do You Measure Community Success? Engagement Case Deflection Self-Service Success CSAT, CES and NPS Contribution of content Finding what you need with minimal effort Providing solution in-context of case creation Removing the need for live assistance Members find content on their own Positive experience requiring no assisted support Measures of success vary by industry and size
- 7. 7 Best Practices for Engaging Salesforce Communities 1 Proactively Recommend ContentEnable Case Deflection3 2 Think About the Experience Make Navigation Easy 4 Encourage Engagement 5 Make Search Prominent 6 Make Content Available 7 8 Make In-App Search Pervasive …and more!
- 8. 8 #1: It All Starts with Knowledge Set yourself up for success with communities by laying the proper foundation • Quality content • Enable your subject matter experts • Build a taxonomy • Enable knowledge article ratings • Keep it fresh
- 9. 9 #2: Make Navigation Easy Make knowledge easily accessible to your customers • Put yourself in your customers’ shoes • Serves as the foundation for knowledge categories of your PKB
- 10. 10 #3: Personalize the Experience Personalize the community for a more relevant experience and better self-service support
- 11. 11 #4: Add Out-of-the-Box Lightning Components Leverage native Components for fast community setup Leverage the Customer Service template with Community Builder Some of the many mobile- responsive PKB components: • Navigational Topics • Trending Articles • Related Articles • Search Results
- 12. 12 #5: Enable Case Deflection Effortless case deflection for both authenticated & unauthenticated users As you enter in the subject and description of your case, the case deflection component will search for cases with similar subjects and descriptions, and recommend the articles that solved those cases.
- 13. 13 #6: Encourage Engagement Increase collaboration through peer-to-peer support • Chatter Questions (Q&A) • Chatter Groups (Discussions) • Have a community manager to drive success
- 14. 14 #7: Crowd Source Answers Community moderators or person who posted the question can select a ‘best answer’ Selecting a best answer makes it easy for others to see immediately which person’s answer was the best, making it effortless to see whose answer they should trust.
- 15. 15 #8: Gather Customer Feedback Use your community to support idea management or product innovation Idea Zone is a Lightning- enabled app designed to help you quickly deploy and support the ideation process in your Salesforce Community.
- 16. 16 #9: (Brand) Consistency is Key Create a seamless support experience across channels • Choose simple, attractive and panoramic background images • Strive to keep all pertinent content, call-to-actions and dashboards above the fold of the screen • Think Mobile first • Consistency between your website and community
- 17. 17 #10: Think About the Community Experience Design with your users in mind • Surface the most important information for users quickly • Utilize homepage for news and announcements • Link to helpful tips or featured topics • Accessibility to multiple options for contacting support
- 18. 18 #11: Make Search Prominent & Pervasive • Eliminate high customer effort • Help them find what they’re looking for faster • Mirror the customer experiences they desire • Don’t make search an afterthought
- 19. 19 Who is Coveo? 350 Employees 1,500 Enterprise installs +50% 2016-17 growth Coveo brings relevance to every interaction customers, partners and employees have with your organization 100+ SI Partners Source: Gartner MQ for Insight Engines 2017
- 20. 20 Software & Technology Financial Services Manufacture Healthcare Others Partners Customer Success with Coveo
- 21. 21 Intelligent Workplaces 2014 PARTNERSHIP ESTABLISHED 1 of 3 PREMIUM IMPLEMENTATION PARTNERS 15+ TRAINED DEVELOPERS #1 GARTNER MAGIC QUADRANT FOR INSIGHT ENGINES Intelligent Site Search Intelligent Customer Support Intelligent Self-Service
- 22. 22 #12: Make Content Readily Available Community moderators or person who posted the question can select a ‘best answer’ • Embrace the content silos • Bring content into unified index • “Play it where it lays” • Everyone becomes a knowledge worker
- 23. 23
- 24. 24
- 25. 25 #13: Let Machine Learning Do the Heavy Lifting • Give your community access to info so it can learn for itself • Creates a more relevant experience • Translates to more engagement and usage • Lessens customer effort Content Context Behavior + + = Relevance
- 26. 26 #14: Proactively Recommend Content • Recommend content based on known behavioral data • Answer, suggest and then recommend • Examples include recommending more content, people, experts, training or events • Begins to differentiate your brand experiences Behavioral Data Successful Outcomes Recommendations ✓ x 1000s
- 27. 27
- 29. 29 Machine learning technology learns what makes people successful, continually improves search results & predicts relevant content How do I fix my printer? Thanks, that last one worked! How do we fix our printers? Thanks, the first one worked! AI- Powered Search
- 30. 30 #15: Understand Your Customers’ Behavior Know with certainty – stop guessing Report on what content sources are proving most beneficial Understand what community members are: • Searching for • Opening/clicking on • Created cases on
- 31. 31 #16: Know What Content Customers Want ● You can’t improve what you can’t measure! ● Know what content your customers need ● They are creating your content strategy for you ● Understand what different user groups need
- 32. 32 #17 Make In-App Search Pervasive Keep users in the context of their work Embed search inside your product to mirror help topics online Apply same machine learning regardless of where content resides
- 33. 33 A Coveo Edition for Every Business Need
- 34. 34 Standard Salesforce Global Search Coveo for Salesforce
- 35. 35 What’s Next? Get started with Perficient’s Self-Service Community Quickstart offering Get the Coveo Free Edition on AppExchange