You have an existing customer that, even though the relationship is fairly new, is getting ready to place a monster order for add-on business that would blow your number out, secure your spot as the company’s top performer, and put you in a position to consider taking the next 2-3 years off.
Not to pour vinegar on your Cheerios, but… Just before the order is signed, there is a technical issue that causes this customer’s business to come to a screeching halt, including a significant loss in revenue. Needless to say, they are in an absolute uproar. The CEO has been told the outage was caused by an upgrade made to your solution the evening prior. While the upgrade had nothing to do with it, it doesn’t matter. He is out for blood and your company looks like a coronary artery. The CEO proceeds to call your support center screaming and yelling obscenities, threatening to throw your company out and saying you can kiss that add-on business goodbye. The poor support engineer who answered the call tries to calm him down, but to no avail. He is so abusive, the engineer crumbles and comes across completely non-responsive which only makes matters worse. All the while, the CEO is literally holding the contract for the add-on order to a match over his office trash can.
Now, imagine this…
Notification came across your Salesforce Chatter feed the instant the call arrived. As soon as obscenities were spoken (or even relatively negative words or phrases), they too came across your Chatter feed. Seeing the discussion was heading in the wrong direction, you click on one of the spoken utterances in your Chatter feed which launches the customer’s Salesforce record and gives you access to embedded call controls that enable you to take immediate action. Your options are to listen into the conversation, coach the support engineer to get things back on track, or join the conversation to take matters into your own hands. You decide to start with coaching but, when things don’t progress as fast as you’d like, you tell the support engineer to ask the CEO if you can join the conversation to help resolve the matter more precisely and expediently. While clearly agitated with the request, he agrees. You then join the conversation, listen well, and offer up insight and perspective that save the day…and your hopes of semi-retirement.
Sound cool? Any other high-impact scenarios you can think of integrating real-time speech analytics with social media in a customer care environment? I’ll be at Dreamforce later this month, so come track me down if you’d like to chat about the art of the possible.
Wishing Giant’s catcher Buster Posey didn’t get trucked earlier this year,