Dreamforce Presentation 2012

Presented at this session (horribly long name): Introduction to Desk.com: Social Customer Service for Small Businesses

Transcript

1. Amanda Nudelman Community Support at Disqus @amandanudelman Tuesday, September 18, 12
2. Tuesday, September 18, 12
3. Support at Disqus Processes provided by Desk.com 7,800 cases received per month 3 Cases can fall through the cracks Prioritize support cases and customers Tuesday, September 18, 12
4. Support at Disqus Processes provided by Desk.com 300-400 social cases per day 4 It can be hard to manage the numbers Distribute cases among Support team Tuesday, September 18, 12
5. Support at Disqus Processes provided by Desk.com 4 Community Support representatives 5 Small group for Support Automate processes and workflows Tuesday, September 18, 12
6. Support at Disqus Processes provided by Desk.com Case Fatigue 6 “Teach a man to fish...” Detailed documentation for self-service Tuesday, September 18, 12
7. 7 Results Powered by Desk.com New Cases Received Case Reopens 3,870 2,586 19,217 12,992 3,870 2,586 67% decrease 67% decrease July- Aug Aug- Sept Tuesday, September 18, 12
8. Wow - thanks for your quick and thorough response. I'll follow your recommended course of action, and your clean-up worked. Thanks again! -Aaron 8 Tuesday, September 18, 12