why real-time context is critical to driving proactive...

© 2015 Virtual Hold Technology

Why Real-Time Context is Critical to Driving Proactive, Effortless Customer ExperienceMonique Bozeman | Director of Product Marketing

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https://www.linkedin.com/in/moniquebozeman

http://twitter.com/@mboze

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Suzy’s Nightmare Customer Experience

Baby Boomer

Child Advocate, Educator

Sings in the Choir

Runner

Always Laughing

Technically Challenged?


ONLINE RETAIL ORDER

STATIC, ONE-SIZE-FITS ALL IVR MENU

UNINFORMED ASSISTANCE ?

No View/Disconnected

High Effort/Frustration

High Operational Costs

?

?


Customer Expectations Missed

30% of the Time

2014 AMEX Global Customer Service Barometer


More “Channel” Access Roads, No Direction

Customer Trends

Source: 2013 Accenture’s annual customer experience research


Poor CX? Customers Will Leave You

89% of customers say they have switched because of a poor customer experience.

49% of executives believe customers will switch brands due to poor customer experience.

Source: Oracle, "Global Insights on Succeeding in the Customer Experience Era," 2014


Source: Gartner 360 Summit 2015

Good CX? They Will Stay, Spend More

74% of U.S. Customers Saythey have SPENT MORE MONEY on a product

because the company has

Superior Customer Service


The Experience We All Want

Don’t make me waitDon’t make me start over,

repeat myself

Let me channel hopyet you ACT AS ONE

I drive, but please help navigate toward desired outcomes

Know Me & Value Me


Incremental Steps

Don’t Make Them Wait

Enters self service


ASAP Callbackin 17 minutes

Informed assistance

as promised

Scheduled Callback2pm this Friday

Wait time, offered

ASAP or Scheduled

CallbackCalls about order

If given a choice …48

OF THE TIME

%

Customers will opt for a callback, rather than wait


Incremental Steps


Keep in Touch

CALLBACK CONFIRMATIONNotification via text or email confirming callback

ABANDON CALL RECOVERY Reach out to callers who chose to wait, but

then abandoned before speaking to agent

FINAL ATTEMPT FOLLOW UP Re-engage with callers, proactively following up after

missed callback(s) when attempts are exhausted

SCHEDULED CALLBACK REMINDER Notification via text or email, reminder of time

Keep in Touch


Incremental Steps


Keep in Touch

Make Transferring Effortless By Empowering

Agents

Automate Your “Warm Transfers”DASHBOARD VIEWGive agent real-time view of

queues, wait times; agent makes callback offer

MAKE IT EASY FOR AGENTAgent easily sets up ASAP orScheduled Callback for Suzy re Return of Second Shipment

AGENT GETS CONFIRMATIONCommunicates ASAP or Scheduled confirmation to Suzy


Incremental Steps


Keep in Touch


Agents

Make Mobile or Web to Phone Transition Easy

Bridge Web to Live PhoneWEB: Suzy logs into learn more about offer;

requests ASAP/Scheduled

Retail sends

Suzy offer

Bridging Mobile/Live MOBILE: Suzy uses mobile, requests ASAP or Scheduled Callback via

mobile app


Incremental Steps


Keep in Touch


Agents

Make Mobile or Web to Phone Transition Easy

Understand Context; Navigate Desired Outcomes

No Starting Over as They Move Across Touch Points/Time


We want to be able to answer …

What do we know about this customer,

and how do we want to use that

information to influence and navigate

the next right action in real-time ?

Proactive, Contextual Experience

2. Captures order activity

3. Triggers SMS

4. Captures CALL activity

5. Triggers Personalized IVR

6. Suzy routed to

specialized agent

7. Provides agent w/

context

1. Captures web activity

8. Generates metrics

Retail Store

Suzy


Characteristics That Do Matter

Plays well with others/Connect

the Silos!

Capture Moments That Matter

Analyze, Trigger Next Right Action

Ability to React, Change Course,

Adapt

Agent Desktop Integration /Knowledge

Metrics Matter BUSINESS KNOWS What’s Happening,

Can Adapt


Capture, Act on Moments That MatterDiscount Offer Sent (CRM)

Call (s) made to organization

Order placed

Declined callback offer

SMS message sent

Abandoned in queue

Error placing order


Final Observations

No one product delivers effortless engagement

Choose what “plays well with others”

Take incremental steps

Find a way to tie your silos together & ACT as ONE

Real-Time Context makes it effortless

Effortless wins

Values time

Stays in touch as priorities may shift

Recognizes transfers

occur,values time

Enables Callback in non-voice channels

Understands context, navigates desired

outcomes

VHT CALLBACK™ VHT NAVIGATOR™

VHT NOTIFICATION SUITE™

VHT AGENT ASSIST™ VHT CONVERSATION BRIDGE™

VHT Solution Suite for Effortless Interaction


Please Contact Us

www.virtualhold.com

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U.S.800-854-1815330-670-2200Email: [email protected]

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LATIN AMERICA+1 305 807 1311Email: [email protected]

http://www.virtualhold.com

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why real-time context is critical to driving proactive...

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