Friday, 13 May 16

Customer Engagement in a Digital World

Karthik Babu | Director World Wide Enablement, APJC Channels

How Industry Giants Transform Customer Service with Guided Knowledge

THE CHALLENGE

By 2016, 89% of companies will believe that customer experience will be their primary basis for competition, versus 36% in 2012

― Gartner, 2014

Low Effort High Effort

1%

81%

Low Effort High Effort

88%

4%

Low Effort High Effort

Repurchase

94%

4%

Low-Effort Experience

High-Effort Experience

Overall disloyalty

9%

96%

Increased Spend/ Share of Wallet

Negative WOM

The business case for easy

Source:  CEB  analysis  

MARCH 2015 SURVEY OF 5000 US CONSUMERS

DIFFERENT CUSTOMER SERVICE AGENTS GIVE DIFFERENT ANSWERS 41%  

RESEARCH

CANNOT FIND ANSWER ON WEBSITE 31%  

CUSTOMER SERVICE AGENTS DON’T KNOW THE ANSWER 34%  

Allowed to pick up to two options, consumers cited the following three as the biggest pain points in getting customer service

Younger consumers are less forgiving of agents that are not knowledgeable

Consumers that did not find agents to be knowledgeable

40% of Gen Y consumers

23% of senior consumers

Consumers who found issues other than knowledge as the main roadblock

9% of Gen Y consumers

35% of senior consumers

What is knowledge?

8

Knowledge

in the

customer

journey

9

How do I decrease my credit limit?

TYPES OF CUSTOMER QUERIES

Informational

Diagnostic or Advice-Seeking

Transactional

Tell me something

Let me do something

Fix my problem for me

How do I enroll in paperless communication?

Can I request a specific amount for my credit limit increase? I lost my

card

Decrease my credit limit

Login Reset Transfer rewards to new card

After I enroll for paperless communications, when will I receive my first paperless billing statement?

I paid my bill online, why are you charging me late fee?

Knowledge management transforms customer service

Guided

Proactive

Personalized

Federated

Social

Measured

ABOUT EGAIN

13

Who we are §  Founded in 1997 §  HQ in Sunnyvale, CA, USA

o  Offices in EMEA and APAC

§  Omnichannel customer engagement hubs in the cloud o  Interactive sales and service o  Knowledge management o  Contact center resource management o  Journey and performance analytics

What we do

Digital First

Proactive Offers Guided Knowledge

Intelligent Personalization

CRM Content Management

Call Center Infrastructure eCommerce

WEB APPS DESKTOP APPS

MANAGEMENT APPS

MESSAGING APPS

MOBILE APPS

SOCIAL APPS

Knowledge

Context

Analytics

PLATFORM

EGAIN CUSTOMER ENGAGEMENT HUB

GARTNER MQ LEADERS 5 TIMES IN A ROW

15

“eGain continues to be the Web Customer Service vendor with the most complete offering on the market.”

“The eGain knowledgebase is the best among all the providers evaluated.”

RATED #1 in KM PRODUCT AND VALUE

16 Source: Vendor Landscape - Customer Service Knowledge Management Suites Info-Tech Research Group

17

ABOUT CISCO AND EGAIN

Contact Center Infrastructure

CRM Web Customer Service Apps

• Web  2.0  Desktop  •  Uni1ied  Media  Routing  •  Uni1ied  Customer  History  •  Common  Knowledge  Base  •  Uni1ied  Reporting  •  Uni1ied  Analytics  

Partners Since 2006

THANK YOU