Today’s customers do not differentiate between marketing and service—but they do expect a cohesive, personalized experience every step of the way. Whether they’re receiving an email related to an open issue, using self-service to resolve problems themselves, or contacting support with questions before they make a purchase, every service interaction is a marketing interaction too. Join us to learn how Desk.com helps fast-growing companies leverage each opportunity to deliver a great experience - and turn customers into evangelists one interaction at a time.

1. When Every Moment Matters:
Apply a Marketing Mindset to
Customer Service
​ Hana Mandapat
​ Director of Marketing
​ hmandapat@salesforce.com
​

2. Your Marketing Objectives as an SMB
ACQUIRE
Accelerate known prospects
into pipeline
REACH
Reach the right target
audience, at scale
CONVERT
Nurture prospects to convert to
known leads

3. But, There are Hurdles to Scaled Success
80%* Don’t Open
Email
Cost-Efficiency
Hurdle
95%* Don’t
Convert

4. SMBs face an uphill battle to cut through the noise
58% 28M 543K
Small businesses
in the US
New businesses
get started each
month
“We need more sales.”

5. Customer Service:
The SMB’s Most
Underutilized Marketing
Tool

6. 5 Ways to Bring your Brand into Customer Service

7. Customer Loyalty Drives Growth
​ Golden Rule Of Customer Loyalty: It costs more to win a new customer than it does to keep an existing
one.
68% of customers stop doing business with a company
because they are unhappy with the service they receive

8. How can SMBs use Marketing to
Influence Service and Grow their
Customer Base?

9. All-in-One Customer Support for Fast-Growing Companies
Personalized Support: Customize online help centers to reflect your
brand and voice
Connect Support and Social: Get customers the answers they need
on the social channels they prefer
Measure and Grow: Glean insights on campaign effectiveness to
improve and scale quickly
CSAT
Knowledge
BaseSelf-ServiceMobile
Case
Management
Simple
Setup
Productivity
Tools
Business
Insights
IntegrationMulti-Channel
Support
Multi-brand
Support

10. 3 Ways to Build Your Brand with Customer Service
Brand and Voice Social Media Customer Insights

11. Brand and Voice

12. Branded Help Centers Make Support a Part of Your Experience
• Customize the look and feel of your Help
Center to match your brand
• Create a consistent playbook that
reflects your voice for all agents to pull
knowledge from
• Both agents and customers get to the
right answers – fast

13. • Audio sharing platform and the
world’s largest community of
music and audio creators
• Company Size: 200+
employees
• Industry: Hi Tech
• Desk.com-powered Help
Center provide customers with
a seamless brand experience
across online properties

14. Social Media

15. Bring All Your Social Channels into Support
• Feed customer service handles for support
related questions into Desk.com
• Personalize every interaction
• Quickly address repetitive customer
requests to achieve scale

16. • Sells compostable tableware
online and in retail stores
• Company Size: 4
• Industry: Retail
• # of Agents: 4 Full Time, 12
Flex
• Macros help Susty Party
personalize responses to
customers on social channels
and automate actions to drive
productivity

17. Customer Insights

18. Make Informed Decisions with Insights from Customers
• Have your finger on the pulse of your
customer with every interaction with
CSAT scores
• Identify opportunities for optimization
in your email or social media
marketing campaigns
• Correlate customer insights with agent
performance to improve support
content

19. • Auction marketplace that allows
people to bid on extraordinary
experiences
• Company Size: 40
• Industry: Services
• Reporting in Business Insights
helps Charitybuzz measure the
effectiveness of its marketing
campaigns and social
promotions

20. Demo
Becca Krass, Director of Product Marketing, Desk.com

21. Build Your Brand with Customer Service through Desk.com
Personalized Support: Customize online help centers to reflect your
brand and voice
Connect Support and Social: Get customers the answers they need
on the social channels they prefer
Measure and Grow: Glean insights on campaign effectiveness to
improve and scale quickly
CSAT
Knowledge
BaseSelf-ServiceMobile
Case
Management
Simple
Setup
Productivity
Tools
Business
Insights
IntegrationMulti-Channel
Support
Multi-brand
Support

22. Our Customers See Big Improvements & Cost Savings
27%
+ 34%
+
38%
+
39%
+
Decrease in Support
Costs
Faster Case
Resolution Time
Increase inAgent
Productivity
Faster Response to
Customers
36%
Increase in
Customer
Satisfaction

23. Thank you