webcast: using crm to transform customer service
TRANSCRIPT
Customer Service in Sugar
Erasing The Gap Between Expectations and Reality
UPCOMING EVENTS
• Sugar User Group: 5 Workflows to Automate Sales– New Process Author– Wednesday, October 21st
• Dallas Lunch & Learn– Using CRM to Get Ahead of Your
Competition– Thursday, October 29th
TODAY’S SPEAKERS
G. SeynhaeveVP of Sales, Marketing & Business Development, [email protected]
Amanda AndersonDirector of Marketing, [email protected]
ABOUT EPICOM
ABOUT 3CLOGIC
STATE OF CUSTOMER SERVICE TODAY
80% of companies want to use customer service to differentiate themselves from competitors
Source: Forrester
STATE OF CUSTOMER SERVICE TODAY
Price
Product
Customer Service
Customer Service
Price
Product
Today 2020
STATE OF CUSTOMER SERVICE TODAY
VS
WHAT IS GOING WRONG?
50% of consumers felt that their questions weren’t answered at first point of contact
Source: TeleTech Holdings
WHAT IS GOING WRONG?
60% of calls weren’t resolved because of lack of access to data
Source: TeleTech Holdings
WHAT IS GOING WRONG?
Agents spend 26% of their time looking for data in different systems during customer contact
Source: Aberdeen Group
EXPECTATIONS OF TODAYS CUSTOMERS
EXPECTATIONS OF TODAYS CUSTOMERS
EXPECTATIONS OF TODAYS CUSTOMERS
EXPECTATIONS OF TODAYS CUSTOMERS
EXPECTATIONS OF TODAYS CUSTOMERS
Source: Temkin Group & 24/7 Wall St.
EXPECTATIONS OF TODAY’S CUSTOMERS
EXPECTATIONS OF TODAY’S CUSTOMERS
How do we bridge the gap?Four Solutions
INTEGRATE SOLUTIONS
INTEGRATE SOLUTIONS
43% of highest-rated contact centers have simplified and enhanced the agent desktop
Source: Aberdeen Group
INTEGRATE SOLUTIONS
29% of highest-rated contact center have integrated CRM with contact center
Source: Aberdeen Group
OFFER SELF-SERVICE
OFFER SELF-SERVICE
67%
33%Prefer speaking
to a live rep
Prefer self-service
OFFER SELF-SERVICE
OFFER MULTIPLE CHANNELS
OFFER MULTIPLE CHANNELS
76% of consumers use 3+ channels during a single interaction
OFFER MULTIPLE CHANNELS
Email SMS Text Online Chat Video Social Media
Self-service0%
10%
20%
30%
40%
50%
60%
70%
Service Channels Utilized by Consumers
Prior 3yrsRecent 12-months
Real Life ScenarioWhat does the customer experience?
REAL LIFE SCENARIO
Ryan is experiencing a problem with his internet
router.
Live DemoWhat happened behind the scenes?
RECAP OF SUPPORT SOLUTIONS
1. Integrate Solutions
2. Offer Self-Service
3. Offer Multiple Channels
4. Automate Support Processes
