how dell delivers personalized customer experiences, leveraging digital communication channels
DESCRIPTION
Jennifer Statham, Dell's Executive Director of Global Marketing Technology presents at eTail West 2014 in San Antonio. She discusses Dell's business mission and how the use of Moxie Software's chat solution is critical to Dell's delivery of personalized customer experiences.TRANSCRIPT
How Dell Delivers Personalized, Customer Experiences Leveraging Digital Communication Channels
Jennifer Statham @JStathamAtDell Executive Director Global Marketing Technology, Dell
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A leading provider of end-to-end solutions A strategy recognized by customers of all sizes across all industries
“Technology has always been about enabling human potential” - Michael Dell
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Engaging our customers on their terms
Delivering Great Customer Experiences
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Engaging our Customer
Social Command Center
Dell World
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Top Reasons Chat is Good for Customer Experience
1. Customers want it
2. Personalized experience
3. Clear communication
4. Available 24/7
5. Real time response
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Moxie scales with our business requirements
• 10 million chats annually
• flex capacity 5-6x on high volume days
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Chat is good for business…
$$$ 35% of our Chat customers would not have purchased
87% customer satisfaction
30% engage
via Proactive generating
40% of
revenue
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Best Practices
• Sweet spot for Dell is 2.5 Chats / agent
• Proactive allows personalization
• AB Testing – The appearance of the chat invitation
– Invitation language to maximize acceptances
– Colors and imagery
– Invitation timing
• Keys to success with Chat – Rep Knowledge
– Responsiveness
– Friendliness
– Communication Style
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The Future
• Mobile Chat
• Video Chat
• Personalization