building a customer-centric mindset across generations€¦ · omnichannel customer journeys...

© 2017 [24]7.ai, Inc.

Building a Customer-Centric

Mindset Across Generations

© 2017 [24]7.ai, Inc.

Aneta Ranstoller

Sr. Product Marketing

Manager, Vertical Markets

[24]7

© 2017 [24]7.ai, Inc.

Options Overload

3

The Phone Plan Prison

Checks App Goes to Site Forced to Call Swapped to Another Agent

The Generation That had Physical Locations The Generation That are Online

Boomers Millennials

© 2017 24/7 CUSTOMER, INC.

Very Mobile & Social

81%

Are mobile phone

users

88%

Have a social

profile

Millennials

10xAverage time they

can check their

phone in an hour

65%

Update it daily


71%

Use a social networking

site daily

Becoming Mobile & Social

Boomers

60%

Use a smartphone

regularly


7

Omnichannel Customer Journeys Amplify the Complexity

Consumers want to choose how & when they connect with the brand

40% use tablets & smartphones

to access website

Source: Dimension Data, Forrester

62% of millennials engage

on social networks

?Mobile app

adoption up by

61%

67% go to the

website first

Consumers switch 3X/hr

between devices

40% prefer self-

service


We both start on the Internet

We both like to self-serve

We both leverage social media

We are both tech savvy

Being Mobile-first and Social are

keys to Brand InteractionWe’re Not so Different

We’re Soooo Different

© 2017 [24]7.ai, Inc.10

Tech & Touch

Balance betweenOne size

doesn’t fit all

© 2017 [24]7.ai, Inc.

Tell me more

© 2017 24/7 CUSTOMER, INC. 12

34% would rather have

their teeth cleaned

than call

Expect a

response within

10min I want it now

Millennials

Recommendations

• Virtual agents (Chatbots)

• Messaging (Chat)

• Tag corporate assets

Switch between

devices on avg.

27X/hr

I‘m on multiple

devices

34% would rather have

their teeth cleaned

than call

Let me self-

serve


My life is more

important than your

company’s processes

Communicate through

any chat platform:

1:n Chat

Always available:

Virtual Agent

(chatbots)

Know me:

Tagging across

devices

In Summary


Boomers

Boomers want to

get it right, the first

time

Recommendations• Chatbots that understand natural

language

• Smart, visual, media-rich IVR

technology

• Screen sharing tools for voice agents

70% start on web, but

call to ‘confirm’ what

they’ve readI prefer to call

Go at my

speed


With a stay at Park Plaza Westminster Bridge

London, you'll be centrally located in London, steps

from London Aquarium and Florence Nightingale

Museum. This 4-star hotel is close to London Eye

and Big Ben….(more)

Rich media and

content sharing:

Agent screen

sharing

Self-service:

Virtual Agent/

Smart IVR

In Summary

I prefer high touch

over high tech

© 2017 [24]7.ai, Inc.16

How to Build a Seamless

Customer Experience

© 2017 24/7 CUSTOMER, INC. 17

A chatbot is a service, powered by rules and

artificial intelligence, that people interact with

that could live on a website, a mobile app, or a

messaging platform.”

Informational

Ask a question, get an answer

Personal &

Conversational

Emulates a human conversation

Transactional

Guides the user through a series

of steps to complete a task

© 2017 24/7 CUSTOMER, INC. 18

While chatbots can reduce labor costs and streamline many

customer interactions, they can’t handle all customer journeys or

solve every problem your customers have. The future of customer

service is not a question of human versus machine - it will require

the right mix of human and machine.”

Digitize with a Human Touch

© 2017 [24]7.ai, Inc.

The Value of Combining Chatbots with Live Chat Agents

19

Smarter Online

Engagement

Happier

Customers

Improved Insights

Across Channels

Increased

Sales

$

Lower Operational

Costs

Chatbots and humans must work together to facilitate seamless customer experiences

online and help hesitant users over the adoption hump.

Higher Agent

Productivity

© 2017 [24]7.ai, Inc.20

• Communicate at their

own convenience, access

to conversation history

• Resolve service issues

directly on company’s site

What Consumers want for a Superior Experience

• Consumers would abandon a

their journey:

• if they couldn’t find

answers to their questions

• product info is incomplete

or inaccurate

• Engagement – Quick and

personalized approach

• Holistic flow of conversation

from start to finish

Effortless

Checkout

Chatbots help Brands drive better customer engagement for a seamless

and effortless experience.

© 2017 [24]7.ai, Inc.

Persistently Dock The “Chat” Invite

21

© 2017 [24]7.ai, Inc.

Chatbot Starts The Conversation

22

Introduction

List of potential questions

User knows they’re speaking to a Chatbot

© 2017 [24]7.ai, Inc.

Bot-to-Chat Transfer

23

Chatbot either can’t answer the question

or you purposely don’t want it to

Seamless transition to a live chat

agent with the Chatbot conversation

Chat agent introduces himself and

repeats the customer’s intent

Chatbot and human Chat conversations

share the same form factor

© 2017 [24]7.ai, Inc.

Chatting With a Human Agent

11

Chat start timestamp

Chat agent introduction

Customer intro and intent identification

Typing indicator

© 2017 [24]7.ai, Inc.

Give Customers Options - Menu

25

Drop-down menu gives customer options

© 2017 [24]7.ai, Inc.

Chat/Chatbot Transcript

26

Chat transcript includes the Chatbot

and Chat agent conversations

© 2017 [24]7.ai, Inc.

End of Chat Options

27

Offer the customer options at the end of

the Chat/Chatbot session with high

priority items colored to stand out

© 2017 [24]7.ai, Inc.

Post-Chat/Chatbot Survey

24

Experience rating (CSAT)

Recommendation rating (NPS)

Additional comments

© 2017 [24]7.ai, Inc.

xProduct Comparison

Price

$ $$ $$$ $$$$

Style

Lens Type

Submit

Body only Body with default

18-55mm lens

24-105mm lens 50mm lens18-200mm lens

Retail Experience

I am looking for an entry level DSLR Send

Options

POWERED BY [24]7

I am looking for an entry level

DSLR

There are a few different models

available from $399 to $2,999 with

4 different lens types. I can help you

select the right one for your needs.

Click below to select your preferences.

$$

xProduct Comparison

Canon Rebel T6

$399.99

18-200mm lens

$599.99

12

© 2017 [24]7.ai, Inc.

xProduct Comparison

Canon Rebel T6

$399.99

18-200mm lens

$599.99

Options

POWERED BY [24]7


DSLR






Upsell with Virtual Agent to Chat

2

Options

POWERED BY [24]7


DSLR






Can I buy an extended warranty? Hi I can help you with the

warranty options for the Canon

Rebel T6

Now chatting with Chris There are several excellent extended

warranty options. Would you like to chat

with a specialist now to help you select

the best coverage for your selection?

Chat Now

SendCan I buy an extended warranty?

© 2017 [24]7.ai, Inc.

Sara

Long

100 Central Ave

95051

CA

Chat

End ChatPrint

Send

Chat Now

Need help with

your purchase?

Chat with an expert now

Order and Cart Checkout

You: Yes! Will this delivery

require a signature?

Agent: Hi Sara, I see you are trying

to make a purchase. Do you have

any questions I can help you with?

Agent: When do you need your

package by? Typically for

packages over $200 we do require

a signature, but I can request a

special delivery for you.

Yes! Will this delivery require a signature?

© 2017 [24]7.ai, Inc.33

Post-Sales Service

Premium Retail

http://premiumretail.com/34551

Missing item Canon Rebel T6

body confirmed.

Hello, thanks for calling Premium Retail. Are you calling

about your recent order #1340?

Yes

Thank you. What can we help you with? You can say

things like track my order, or make a return.

Missing item.

Ok. I just sent a message link to your phone where you

can select any missing items from your order. You can

say the item number or select on the screen.

© 2017 [24]7.ai, Inc.34

Post-Sales Service

Great. Your item is on its way and will be available for pick up

shortly. For email confirmation of your order, please say your

email address or type it on the screen.

Thanks for shopping with Premium Retail. Goodbye.

Thank you. Would you like the item to be resent to the

address associated with this order – 308 Central Avenue,

or shipped to a nearby store location for pick up?

Ok. Please press or say “Next” to select the store location.

Missing item Canon Rebel T6

body confirmed.

Next

Choose your pick up location:

1. Premium Retail Santa Clara

319 Brokaw Road

Santa Clara, CA 95051

2. Premium Retail Sunnyvale

201 South Street

Sunnyvale, CA 95005

[email protected]

Confirmation sent to the email

provided.

Thanks for shopping with

Premium Retail.

Pickup.

© 2017 [24]7.ai, Inc.36

Welcome to Premium Airways, am I speaking to Joe Smith?

Thanks. Are you calling about your flight back to Houston on

August 13, 2017?

OK. Let me connect you with a live agent.

Yes.

Yes. I need to fly back on Saturday.

Yes.

Hi Joe, this is Susan, I can send you a text with a link with a list

of flights from San Francisco to Houston on Saturday, August 16

– is that OK?

OK, I’ve sent the link.

Premium Airlines:

premiumairlines.com/flights

Touch to return to call 0:12

Text Message

Tue, Sept 13, 11:38 AM

Digitizing Phone Experience

© 2017 [24]7.ai, Inc.

Touch to return to call 0:12

37

Alright an email confirming your flight and car reservation

changes has been sent to the email address on file. Is

there anything else I can help you with?

Great, you are confirmed on Flight #731 from San Francisco

to Houston. Now our car rental partner Premier Rentals,

shows that you are renting a car in San Francisco. Would

you like to extend that rental through August 16th?

Got it, you should see the updated charge for your rental

reservation on your screen. Please press submit to

authorize this update.

The screen is showing the flights from San Francisco to

Houston that have available seats. Please choose a flight.

No that’s it. Thanks.

Yes, I would.

premiumairlines.com/flights

Digitizing Phone Experience

© 2017 [24]7.ai, Inc.38

1 2 3

Avoid a one-size-fits-

all approach in your

digital transformation

Provide seamless,

personalized

experiences to both

Millennials and

Boomers

Key Takeaways

Grow loyal customers

across generations by

offering service where

and how your

customer demands

© 2017 [24]7.ai, Inc.

New eBook on Digital Transformation

• Step-by-step guide to optimizing

your digital customer experience.

• The digital technologies disrupting

& transforming customer

expectations.

• Industry examples of successful

Digital Transformation projects

E-book will be distributed to all attendees via email

3

© 2017 [24]7.ai, Inc. 41

Aneta: @Aneta_R

[email protected]

https://www.linkedin.com/in/anetaranstoller

http://www.247.ai/

mailto: [email protected]

https://www.linkedin.com/company/24-7-ai

https://twitter.com/24_7_inc

mailto:[email protected]

https://www.linkedin.com/in/anetaranstoller

building a customer-centric mindset across generations€¦ · omnichannel customer journeys...

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