skype for business roundtable - intelligent customer service
TRANSCRIPT
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Intelligent Customer ServiceJani Savolainen, Dynamics Business Group [email protected]+358 50 3306509
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Vide
o
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1. Shifting the Loyalty Curve” Mitigating Disloyalty by Reducing Customer Effort by the Corporate Executive Board (CEB) 2. Kate Leggett, The Mandate For Intelligent Customer Service, a commissioned study conducted by Forrester Consulting on behalf of Microsoft, December 2015
91%
4%
Low Effort High Effort
Likely to continue being a customer 1
Effort is the strongest driver of CSAT and loyalty
Only 11% consider ease of use
of various service channels
to be the most important element of a
customer service interaction 2
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of consumers use web or mobile self-service to find
answers 1
84%
12%Decline in FCR since
2009 2
27%Average annual
agent turnover rate 3
1. Kate Leggett, Trends 2016: The Future Of Customer Service, Forrester, January 20162. 2014 Dimension Data Global Contact Center Benchmarking Report3. The US Contact Center Decision-Makers’ Guide 20144. Kate Leggett, Trends 2016: The Future Of Customer Service, Forrester, January 2016
73%Say valuing their time is the
most important element of good service 4
Amazing service means every interaction matters
“Customer Service is the new Marketing”
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Intelligent Customer Service
Self Service
Platform | Productivity | Intelligence | IoT
Field ServiceAssisted Service
Social
Relationship Management | Knowledge Management
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Digiboxi rikki…
Self Service Field ServiceAssisted Service
Customer
Community
Primary
Advanced
Field
Project
Employee
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4
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Case Metro Bankhttps://customers.microsoft.com/Pages/CustomerStory.aspx?recid=22595http://www.fieldone.com/Navco-Powered-By-FieldOne
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Kiitos mielenkiinnosta!http://www.fieldone.com/Navco-Powered-By-FieldOne