make it easy - customer effort in a multichannel world
TRANSCRIPT
Make it Easy - Customer Effort in a Multichannel World
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
2
Presenters
Max BallDirector, Solution Marketing
Genesys @jmaxball
Ian JacobsSocial Guru
Genesys@iangjacobs
The Importance of Easy
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
4
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
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
5
Focus on your Disloyal Customers
Sources of Loyalty
Service
Quality
Brand
Value
Features
Sources of Disloyalty
Service
Quality
BrandValue
Features
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
6
Everything Everywhere – The Social HubVision: Radically improve Online Sentiment towards Everything Everywhere
• Measure: Need the right KPIs to get what you want• Traditional contact center metrics don’t applyHow?• People• Ways of workingBenefits:• 10 point higher NPS• Up to 4x efficiency over telephony
channel• Opportunity to channel shift during
“crisis” periods • Improvements in online sentiment scores
All great…until…a wake up call…
“I don’t care about your company structure. Just fix my problem #OrangeHelpersSucks #EpicFail”
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
7
Social and Mobile: Cross-channel Conversations Make It Easy
Web
Contact Center
Mobile
In Person
Social
Navigation
Talk
Chat Question
Verification
Expertise
Talk
Consultation
Tweet
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
8
Belgacom
CHALLENGE: Support release of VOIP & Digital TV while:• Reduce agent handled calls by 1Million per year• Maintain customer satisfaction without increasing budget• Increase Contact Center Sales
ANSWER: Met the above needs without increasing budget• Simplify processes• Personalization to Increase self service across all channels• Customer Insight to anticipate needs• Improve Agent Training
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
9
Improving the Customer Experience
Business Managers need the tools to control the customer experience. • Personalize and optimize experiences• Adapt to changing conditions
Can I? Yes
Every customer interaction needs to be seen as an opportunity to meet a need and enhance the relationship.
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
10
© 2012, Genesys Telecommunications Laboratories, Inc. All rights reserved.
Emirates Airlines
• CHALLENGE: • How can an international flier reach the airline?• How can Emirates gauge how their customers feel about them?
• ANSWER:• “Contact Us” button in the mobile application• One question mobile survey after each interaction
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
11 COPYRIGHT © 2011 ALCATEL-LUCENT ENTEPRISE. ALL RIGHTS RESERVED.
Consistency is King
Can I?
YES
For the Customer its easy to get the right answer on any channelAgent Interactions are efficient and available when appropriate
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
12 COPYRIGHT © 2011 ALCATEL-LUCENT ENTEPRISE. ALL RIGHTS RESERVED.
In Sum: The Importance of Easy
Your customer wants a quick answer to her questionCan I?
Departmental silos, focus on cost reduction and automation makes things hard for customers
Companies who can make it easy for their customers build the most valuable relationships
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
13
Manage The Conversation To Lower Customer Effort
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
14
For more information, please visit
www.genesys.comEmail us:
QnA: Ask the Experts!
Max Ball Ian Jacobs
Thank You for participating!
For more information, please visitwww.genesys.com/products
Email us: