Improve Your Customer Experience with Self-Service

Customers want the freedom to engage with you where, when, and how they want. Why not empower them to do just that? With Sugar Serve’s new Self-Service Center, we want to help you reduce costs and enable customers to connect with you on their own terms while building long-term, high-value relationships with them.

Transcript

1. Improve the Customer Experience with Self-Service
2. © 2022 SugarCRM Inc. All rights reserved. 2 Everyone is on mute Questions are welcome Recording available Before We Start
3. © 2022 SugarCRM Inc. All rights reserved. Agenda • Introductions • The Future of Service • Sugar’s Vision of Customer Service & Support • Demo: Self-Service with Sugar Serve • Future Roadmap • Beyond Customer Service: Our Vision for Digital Engagement • Q&A 3 3
4. © 2022 SugarCRM Inc. All rights reserved. Eric Okimoto Director of Product Management SugarCRM eric.okimoto @sugarcrm.com Presenters Volker Hildebrand SVP, Product Marketing SugarCRM volker.Hildebrand @sugarcrm.com Sarah Friedlanger G. Sr. Director, Brand & Content SugarCRM sarah.friedlander @sugarcrm.com 4
5. © 2022 SugarCRM Inc. All rights reserved. The Future of Service 5
6. © 2022 SugarCRM Inc. All rights reserved. Your customers want to be able to report issues 24/7 and "get it off their chest"….and they want to know its being worked. • Must be easier than picking up the phone. • May still expect a call first thing in the morning. • Feedback from you must be provided (automated or otherwise) so that users know how their problem is being solved. • Tight Email integration and tracking is essential. Notifications of submission and responses. • B2B customers are warming up to chat but still rely heavily on email and phone. • Provides customers with the answers they need – or – quickly take them to someone who can not just answer the phone but solve their problems. Your Customers Expect Better… 6
7. © 2022 SugarCRM Inc. All rights reserved. You need tools that allow your agents and account reps to communicate 24/7 to maximize existing customer sales. • The goal is not "deflection". Rather you want to provide a better communication channel than email or phone. • Your tickets are complex and not just "knowledge" issues. Interactions lead to new sales. • Case creation allows routing of new opportunities to the right department or account executive. • Having sales and service on the same platform tied to self-service ensures every customer interaction is handled and optimized for growth. Your Support Challenges © 2022 SugarCRM Inc. All rights reserved. 7
8. © 2022 SugarCRM Inc. All rights reserved. Customers are changing the rules Technology is changing the game 8
9. © 2022 SugarCRM Inc. All rights reserved. By 2022, 85% of customer service interactions will start with self-service. 85% Source: Gartner 9
10. © 2022 SugarCRM Inc. All rights reserved. Sugar’s Vision of Customer Service & Support 10
11. © 2022 SugarCRM Inc. All rights reserved. A Vision for Self-Service: Focus on the Customer Experience 11 Convenience Speed Guidance Effortless Efficiency What your customers really want Personal
12. © 2022 SugarCRM Inc. All rights reserved. Blending Self-Service with Human Service 12 Low Touch Service High Touch Service Service Tickets & Case Management Transactions & Documents Knowledge Base Service Processes Service Automation Customer Feedback Responding to customer requests & Resolving customer issues “Automate the mundane and humanize the exceptional”
13. © 2022 SugarCRM Inc. All rights reserved. The Future of Customer Service 13 “Business growth as a goal is well-aligned with the idea of value-added customer service that creates more value for the customer beyond simply resolving their issue.” - Brad Fager, Research Director, Gartner Customer Service & Support Practice
14. © 2022 SugarCRM Inc. All rights reserved. Self-Service with Sugar Serve 14
15. © 2022 SugarCRM Inc. All rights reserved. Sugar Serve: The Customer Service Platform Built for Customer Service Heroes Create better customer experiences in moments that matter. Empower your employees with real-time insights Engage your customers on their terms Listen to the voice of your customers Deliver on your promises with operational excellence 15
16. © 2022 SugarCRM Inc. All rights reserved. Customers will have the ability to add attachments, and view or download business documents such as quotes, orders, contracts, invoices. Customer can submit service tickets or requests, create cases, view case detail or ticket status, communicate with an agent Self-Service Capabilities Case Management Document Center A brand-new platform for digital customer service & support. Easy online & mobile access for customers. Modern User Interface, Mobile responsive Self-Service Center * Document access slated for early 2023 16
17. © 2022 SugarCRM Inc. All rights reserved. Demo 17
18. © 2022 SugarCRM Inc. All rights reserved. Demo 18 Customers can configure the look & feel for a complete customized brand experience.
19. © 2022 SugarCRM Inc. All rights reserved. Future Roadmap 19
20. © 2022 SugarCRM Inc. All rights reserved. This material contains forward-looking statements relating to SugarCRM’s expectations and plans regarding our products. These statements are based on the current expectations and beliefs of SugarCRM’s management as of the date this material is issued. Our roadmap could change substantially from what is presented here due to a variety of factors, some of which are beyond our control. Such changes can be made by us without updating these forward-looking statements. Forward Looking Statements 20
21. © 2022 SugarCRM Inc. All rights reserved. Improve your customers' scheduling experience by providing them flexibility to schedule on their own time, directly from their devices. Re-skinning our current knowledge base to provided a better knowledge base and search experience. Extend self-service capabilities to sales cycles and marketing campaigns. What’s Next? 21 Self-Service Digital Customer Engagement Self-Service Help Center Self-Service Scheduling
22. © 2022 SugarCRM Inc. All rights reserved. Self-Service – Document Center 22 Customers will have the ability to add or download attachments like Invoices, quotes, any SugarDoc template.
23. © 2022 SugarCRM Inc. All rights reserved. Self-Service – Knowledge Base 23 Re-skinning our current knowledge base to provided a better knowledge base and search experience.
24. © 2022 SugarCRM Inc. All rights reserved. Self-Service – Create Help Center on Website 24
25. © 2022 SugarCRM Inc. All rights reserved. Business Benefits 25 Self-Service can make support available to your customers all day, every day. Allows your customers to choose the most convenient self-service channels for them. Reduce the overall inbound call and ticket volume. Self-service results in reduced operational and infrastructure costs. 24/7 Online Support anywhere, anytime Improve Customer Experience Reduce Customer Service & Support Cost
26. © 2022 SugarCRM Inc. All rights reserved. Case queues help organize and prioritize cases for support agents to optimize the effectiveness of the support team. Queues For the Service Agent 26 Key metrics get seen by the right people at the right time. Admins can customize new metrics and share them with different teams in a click. KPIs Advanced routing capabilities based on contextual understanding of customer, their issues, and their history. Routing
27. © 2022 SugarCRM Inc. All rights reserved. Beyond Customer Service: Our Vision for Digital Engagement 27
28. © 2022 SugarCRM Inc. All rights reserved. The Future of Digital Engagement 28 Leads Product Information Quote & Offer Customer On-boarding Meeting Scheduler Contract TBD Sales & Marketing: Partner Portal & Deal Room Customer Service & Support The Customer Journey Service Ticket/Request Online Support Document Center Self-Service
29. © 2022 SugarCRM Inc. All rights reserved. Sugar Serve Proof Points 29 Actual business results from SugarCRM customers. 17% Revenue Increase 30% Revenue Contribution from Support Team 27% Reduced Case Error Rate
30. © 2022 SugarCRM Inc. All rights reserved. Take the Next Step to Learn More Poll Question: Are you interested in learning more about adding self-service capabilities to your CRM? 30
31. © 2022 SugarCRM Inc. All rights reserved. Q&A 31
32. © 2022 SugarCRM Inc. All rights reserved. Thank You! 32