implementing multi channel social customer services, richard mc crossan, genesys
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Richard McCrossan, Strategic Business Director EMEA, GenesysTRANSCRIPT
Implementing Multi-Channel Social Customer Services
Richard McCrossan @dossan Strategic Business Director EMEA, Genesys
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Difficulty to Control Brand
Image
Number of Channels
The challenge
Low
High
Many
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Focus on your Disloyal Customers
Sources of Loyalty
Service
Quality
Brand
Value
Features
Sources of Disloyalty
Service
Quality
Brand Value
Features
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94% Of customers
with low effort will repurchase
88% Of customers
with low effort increase spend
CUSTOMER CONTACT COUNCIL R
An excerpt from Shifting the Loyalty Curve
Mitigating Disloyalty by Reducing Customer Effort
96% Of customers who put forth high effort to resolve their issue are more disloyal
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Customers today are using a mix of channels to find answers. This means that you need to pay attention to your cross-channel experience. Make sure that customers can start a conversation on one channel and continue it on another.
http://blogs.forrester.com/kate_leggett/11-08-29-forrester_technographics_data_points_to_increased_communication_channel_usage_with_inconsistent_satis
57% contact centre calls come from web
Corporate Executive Board “Stop trying to delight your customers”
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Customer Service Adoption
1 in 4 seniors 50% aged 18-32 62% satisfaction
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Internet
Contact Center
Mobile
In Person
Cross Channel Conversations
Browse
Talk
Chat
Research
Question
Check
Specialist
Notified
Discuss
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Social- sphere
Expanding conversations to the Social sphere
Internet
Contact Center
Mobile
In Person
Browse
Talk
Chat
Research
Question
Check
Specialist
Notified
Discuss
9
Internet
Contact Center
Mobile
In Person
Social- sphere
Expanding conversations to the Social sphere
Browse
Talk
Chat Question
Check
Specialist
Discuss
Check
Tweet
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Social Engagement
Listen
Prioritize
Engage
Integrate
Enabling Employees To Give Good Answers Reflect customer behaviour
Empower employees with
access to answers and tools to
respond.
Right Employee
Right Time
Right Response
Right Channel
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Leverage existing customer service tools, knowledge, expertise
Use customer’s cross channel history
Blend channels at the desktop
Close the loop
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Cross Channel Customer Service
• “Conversation aware” social customer service
Drive loyalty with cross channel
conversations
• Leverage tools and expertise for consistent brand experience
Create stronger relationships
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youtube.com/user/Genesyslab1
www.genesyslab.com