tendencias del sector contact center 2016/17

TendenciasI n v e s t i g a c i ó n y D e s a r r o l l o

del sector CC2 0 1 6 / 2 0 1 7

SELF-SERVICE

LIVE CHAT

VIDEOCALLS

MOBILE

CLICK-TO-CALL-BACK

OMNICANALIDAD

VIRTUAL ASSISTANTS

WEBRTC

INSTANT MESSENGERS (IM)

SOCIAL NETWORKS

50% of customers think it’s important to solve product issues themselves and 70% expect a company’s website to include a self-service application.

Self-service adoption will continue to increase year after year. In fact, Gartner predicts that by 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human.

Customers increasingly rely on self-service

73%

Self-service

Phone

68%

Email

58%

Chat

37%

Twitter

Top 10 Customer Experience Trends for 2016 – by FONOLO.

76%

Help or FAQson a companywebsite

68%

Voice self-service

58%

Virtual agents

37%

Mobile self service

1 - Self-Service

2 -Live chat

3 - VideoCalls

4 - Mobile

5 - Click-to-call-back

6 - Omnicanalidad

7 - Virtual Assistants

8 - WebRTC

9 - Instant Messengers (IM)

10 - Social Networks

Live chat A m u s t h a v e

Co-browsing allows customer service representatives to manipulate a customer’s browser by sending webpages that contain relevant information.

LIVE CHAT

Source 1:

73% Phone

68% Email

58% Chat

37% Twitter

76% Help or FAQson a companywebsite

68% Voice self-service

58% Virtual agents

37% Mobile self service

Source 2:

1 - Self-Service

2 -Live chat

3 - VideoCalls

4 - Mobile


6 - Omnicanalidad


8 - WebRTC



Video Calls

Video Chat For Pre-Sales Support Will Increase

GARTNER Resumen

“It’s not a rare day we see people walking around holding their phones a foot from their face (on FaceTime or Skype)”

Amazon pioneered video with their Kindle Mayday offering.

While the use of chat was one of the major trends for 2015, video chat, especially for pre-sales support, will increase.

“A picture is worth a 1000 words”

“Provide a better customer experience but increase sales by higher close ratios”

A p i c t u r e i s w o r t h a 1 0 0 0 w o r d s

Amazon's Maydayhttp://techcrunch.com/2013/09/24/amazon-introduces-mayday-a-unique-and-amazingly-useful-live-tech-support-system-for-kindle/

1 - Self-Service

2 -Live chat

3 - VideoCalls

4 - Mobile


6 - Omnicanalidad


8 - WebRTC



https://www.youtube.com/watch?v=X40j57v5g6I

Mobile

María Zavalski en el último CEM (evento Customer Experience Management organizado en Bs As en noviembre pasado):

"Todo es Mobile, tarde o temprano las empresas que no estén en el mundo Mobile, no serán parte del juego”

A d o p t A M o b i l e - F i r s t M i n d s e t

http://www.callcenternews.com.ar/tech/technology-news/cloud-tech/1107-ztec

Customer Service Will Adopt A Mobile-First MindsetTrend: Companies Will Explore Proactive Engagement.Trend: Insights From Connected Devices Will Trigger Preemptive Service.

Apps for AllThe app will make it easier to track consumer purchases and channel activity. The app will also be used to promote new product offerings or incentives to loyal consumers.

1 - Self-Service

2 -Live chat

3 - VideoCalls

4 - Mobile


6 - Omnicanalidad


8 - WebRTC



W H I T E PA P E R - FONOLOTo p 1 0 C u s t o m e r E x p e r i e n c e Tr e n d s f o r 2 0 1 6

1 - Self-Service

2 -Live chat

3 - VideoCalls

4 - Mobile


6 - Omnicanalidad


8 - WebRTC



Click-to-Callback

SoftwareAdvice.com performed a survey asking whether customers would rather wait on hold or receive a call-back when an agent becomes available.

Not surprisingly, of customers preferred the call-back option.

Call-Backs make customers happy (they finally get their time back and feel respected) and can save considerable money for organizations.

Customers will No Longer Wait on Hold

60% of customers will abandon a call after just one minute of waiting on hold

61%

1 - Self-Service

2 -Live chat

3 - VideoCalls

4 - Mobile


6 - Omnicanalidad


8 - WebRTC



W H I T E PA P E R - FONOLOTo p 1 0 C u s t o m e r E x p e r i e n c e Tr e n d s f o r 2 0 1 6

Why Call-Backs?

Customer Preferences for Call-Back vs Waiting on Hold

Customers will no longer wait on hold

Happier Customers

Lower Telco CostsLess AbandonmentShorter Handle TimesSmoother Call Volume

75%

Say the option for a callback is Highly appealing.

32%

Average reductionin abandon ratewith call-backs.

1 - Self-Service

2 -Live chat

3 - VideoCalls

4 - Mobile


6 - Omnicanalidad


8 - WebRTC



OmnicanalidadDon’t miss the opportunity to exceed customers’ expectations

If your industry is RETAIL, FINANCIAL SERVICES, TRAVEL, HOSPITALITY:

Over 90% OF COMPANIES IN THESE INDUSTRIES CANNOT SEAMLESSLY CONNECT MORE THAN THREE CHANNELS TOGETHER AROUND A BUYING JOURNEY

The Omni-Channel Customerwill Arrive with Force

GARTNER - Strategic Planning Assumptionshttps://www.gartner.com/doc/3142020?refval=&pcp=mpe#a-130036689

Zendesk: “87% of customers think brands need to put more effort into providing a seamless experience”

Aberdeen : “Companies with extremely strong omni-channel customer engagement retain, on average, 89% of their customers, compared to 33% for companies with weak omni-channel customer engagement.

1 - Self-Service

2 -Live chat

3 - VideoCalls

4 - Mobile


6 - Omnicanalidad


8 - WebRTC



It comes as no surprise that the majority ofcustomer interactions still occur by:

Voice(88%)

At the same time, the rising stars are WhatsApp and video that see amassive increase of 470% and 311% respectively followed by an 82%increase in the use of Web Chat.

The rise in social media is supported by 41% of respondents who claim Facebook is the most popular social media communication channel followed closely by Twitter at 40%. Web Chat is rising at 36% whilst the least commonly used channels are video (7%) and WhatsApp (2%).

Email(88%)

Mail(88%)

Fax(88%)

41%40%36%

7%2%

1 - Self-Service

2 -Live chat

3 - VideoCalls

4 - Mobile


6 - Omnicanalidad


8 - WebRTC



Virtual Assistants

GARTNER - Strategic Planning Assumptions - https://www.gartner.com/doc/3142020?refval=&pcp=mpe#a-130036689http://www.callcentrehelper.com/poll-when-will-robots-take-over-customer-service-79665.htm

By 2018(20%)of all business content will be authored by machines.

By 20186 billionconnected3 millonworkers globally will be supervised by a "roboboss."

By 2018(50%)of the fastest-growing companies will havefewer employees than instances of smart machines.

By 2018 customer digital assistants will recognize individualsby face and voice across channels and partners.

By 2018 Smart agents will facilitate(40%)of mobile interactions, and the post-app

era will begin to dominate.

Digitalassistants

Virtual BusinessProcess Assistants

Virtual CustomerAssistants

Robots Autonomoussoftware agents

AprendizajeAutomático

1 - Self-Service

2 -Live chat

3 - VideoCalls

4 - Mobile


6 - Omnicanalidad


8 - WebRTC



Xerox

“Le doy la bienvenida a los asistentes virtuales y ya los utilizo en consultas…”:

“ S t a t e o f C u s t o m e r S e r v i c e M e d i a ” – V i r t u a l A g e n t s

41% Nunca tendrá contactotelefónico con un call center

68% Internet será considerado como “un derecho humano”Internet cobrara mayor presencia.

19,3%Generación (Z)

14,8%Millennials

(Y)

11,2% Generación (X)

“Prefiero hablar con una persona para resolver un problema…”16.1%Generación (Z)

17.5%Millennials

(Y)

17.6% Generación (X)

1 - Self-Service

2 -Live chat

3 - VideoCalls

4 - Mobile


6 - Omnicanalidad


8 - WebRTC



WebRTCa n e w e r a

1 - Self-Service

2 -Live chat

3 - VideoCalls

4 - Mobile


6 - Omnicanalidad


8 - WebRTC



La WebRTC será el comienzo de una nuevaera para los contact centers

“Esta tecnología permite hacer un video contact center sin tener que instalar aplicaciones en el usuario porque además se complementa con HTML5”

“Provee un nuevo canal físico de comunicación que ahorra la necesidad de un 0800”

“Otorga la posibilidad de integrar el mundo web y el autoservicio con la llamada”


WebRTCa n e w e r a

1 - Self-Service

2 -Live chat

3 - VideoCalls

4 - Mobile


6 - Omnicanalidad


8 - WebRTC



Instant Messengers

With Forrester Research estimating that 45 percent of the North American online population use instant messaging (IM) once a week and 90 percent of that group use it daily.

“Starting this year, we will test tools that allow you to use WhatsApp to communicate with businesses and organizations that you wantto hear from. That could mean communicating with your bank about whether a recent transaction was fraudulent, or with an airline about a delayed flight”

https://blog.whatsapp.com/615/Making-WhatsApp-free-and-more-useful

Businesses on Messenger

1 - Self-Service

2 -Live chat

3 - VideoCalls

4 - Mobile


6 - Omnicanalidad


8 - WebRTC



http://www.forrester.com/

Social Networks

“Ya no hablamos de “redes sociales” como alternativaa los canales tradicionales sino, por el contrario de diferentes redes sociales que se han diversificado”


“La segmentación de consumidores será clave para tener una visión 360° en el CRM y en el contact center”

Por otro lado tenemos la fusión de procesos y datos entre las redes sociales, "advertising" y el CRM/Call Center

http://www.callcenternews.com.ar/tech/technology-news/cloud-tech/1107-ztecPara así tener una visión de 360 grados en el CRM y Call Center.

1 - Self-Service

2 -Live chat

3 - VideoCalls

4 - Mobile


6 - Omnicanalidad


8 - WebRTC



If your industry is RETAIL, FINANCIAL SERVICES, TRAVEL, HOSPITALITY:

Over 90% OF COMPANIES IN THESE INDUSTRIES CANNOT SEAMLESSLY CONNECTMORE THAN THREE CHANNELS TOGETHER AROUND A BUYING JOURNEY.

GARTNER - Strategic Planning Assumptionshttps://www.gartner.com/doc/3142020?refval=&pcp=mpe#a-130036689

tendencias del sector contact center 2016/17

Technology