webcast: using crm to transform customer service

Customer Service in Sugar

Erasing The Gap Between Expectations and Reality

UPCOMING EVENTS

• Sugar User Group: 5 Workflows to Automate Sales– New Process Author– Wednesday, October 21st

• Dallas Lunch & Learn– Using CRM to Get Ahead of Your

Competition– Thursday, October 29th

TODAY’S SPEAKERS

G. SeynhaeveVP of Sales, Marketing & Business Development, 3CLogicgseynhaeve@3clogic.com

Amanda AndersonDirector of Marketing, Epicomamanda@epicom.com

ABOUT EPICOM

ABOUT 3CLOGIC

STATE OF CUSTOMER SERVICE TODAY

80% of companies want to use customer service to differentiate themselves from competitors

Source: Forrester

STATE OF CUSTOMER SERVICE TODAY

Price

Product

Customer Service

Customer Service

Price

Product

Today 2020

STATE OF CUSTOMER SERVICE TODAY

VS

WHAT IS GOING WRONG?

50% of consumers felt that their questions weren’t answered at first point of contact

Source: TeleTech Holdings

WHAT IS GOING WRONG?

60% of calls weren’t resolved because of lack of access to data

Source: TeleTech Holdings

WHAT IS GOING WRONG?

Agents spend 26% of their time looking for data in different systems during customer contact

Source: Aberdeen Group

EXPECTATIONS OF TODAYS CUSTOMERS

EXPECTATIONS OF TODAYS CUSTOMERS

EXPECTATIONS OF TODAYS CUSTOMERS

EXPECTATIONS OF TODAYS CUSTOMERS

EXPECTATIONS OF TODAYS CUSTOMERS

Source: Temkin Group & 24/7 Wall St.

EXPECTATIONS OF TODAY’S CUSTOMERS

EXPECTATIONS OF TODAY’S CUSTOMERS

How do we bridge the gap?Four Solutions

INTEGRATE SOLUTIONS

INTEGRATE SOLUTIONS

43% of highest-rated contact centers have simplified and enhanced the agent desktop

Source: Aberdeen Group

INTEGRATE SOLUTIONS

29% of highest-rated contact center have integrated CRM with contact center

Source: Aberdeen Group

OFFER SELF-SERVICE

OFFER SELF-SERVICE

67%

33%Prefer speaking

to a live rep

Prefer self-service

OFFER SELF-SERVICE

OFFER MULTIPLE CHANNELS

OFFER MULTIPLE CHANNELS

76% of consumers use 3+ channels during a single interaction

OFFER MULTIPLE CHANNELS

Email SMS Text Online Chat Video Social Media

Self-service0%

10%

20%

30%

40%

50%

60%

70%

Service Channels Utilized by Consumers

Prior 3yrsRecent 12-months

Real Life ScenarioWhat does the customer experience?

REAL LIFE SCENARIO

Ryan is experiencing a problem with his internet

router.

Live DemoWhat happened behind the scenes?

RECAP OF SUPPORT SOLUTIONS

1. Integrate Solutions

2. Offer Self-Service

3. Offer Multiple Channels

4. Automate Support Processes

QUESTIONS?

Contact Us:

info@epicom.com | www.epicom.com

Follow us on Twitter @EpicomCorp