your customers are calling for omni-channel service: are you listening?
TRANSCRIPT
©2013 Aspect Software, Inc. All rights reserved rev: Mar 2013
Your customers are calling for Omni-
channel service: Are you listening?
Serge Hyppolite
Vice President, Aspect Software
Customer Care Leadership Forum – Atlanta
November 20, 2014
©2014 Aspect Software, Inc. All rights reserved
Are you meeting customer
expectations?
2
Companies that
believe they
deliver superior
customer
experiences
80%
Companies whose
customers agree
8%
%Bain Customer-Led Growth diagnostic questionnaire; Satmetrix NetPromoter™ database
©2014 Aspect Software, Inc. All rights reserved
We live in a multichannel world
3
▸ Channel preference is rapidly changing
▸ Mobile solutions are becoming a
must-have
▸ Customers expect proactive
outbound for customer care
▸ Agile service is becoming
more important than
multichannel service
Consistency across
channels
Customer
Service
Expert
Forrester Research
©2014 Aspect Software, Inc. All rights reserved4
©2014 Aspect Software, Inc. All rights reserved5
Phone
800#
Web
self-service
Chat
Social Knowledge
80’s and 90’s 2000’s Today
The Relationship Revolution
©2014 Aspect Software, Inc. All rights reserved6
Smartphone penetration
in the US reached 50%
in February 2012.
By 2016, more than 60% of inbound
customer service interactions are likely to
come from devices other than landlines.
The Role of the
Contact Center Has Changed Forever.
WE BELIEVE…
©2014 Aspect Software, Inc. All rights reserved
THE SHIFT TO OMNI-CHANNEL
COMMUNICATIONS…customers expect to engage, inquire, and request
service whenever, wherever, and via whatever
channel suits them.
©2014 Aspect Software, Inc. All rights reserved8
The New Voice of the CustomerThe unpredictability of changing customer service channels and growing frustration with the continuity of service has many customers losing at…
©2014 Aspect Software, Inc. All rights reserved9
The Omni-Channel ChallengeCustomers are playing and losing at the Omni-channel challenge
©2014 Aspect Software, Inc. All rights reserved
The Omni-Channel Challenge
10
Customers are playing and losing at the Omni-channel challenge
Survey conducted using the omnibus online services of TNS from October 9 to Oct 13, 2013 among
national sample of 2,500 American 18 and older, of which 2,201 have contact customer service.
©2014 Aspect Software, Inc. All rights reserved11
The Omni-Channel ChallengeCustomers are playing and losing at the Omni-channel challenge
Survey conducted using the omnibus online services of TNS from October 9 to Oct 13, 2013 among
national sample of 2,500 American 18 and older, of which 2,201 have contact customer service.
©2014 Aspect Software, Inc. All rights reserved
Win the Omni-Channel Challenge
12
89% greater year-
over-year customer
retention rates
8.5% avg. year-over-
year improvement in first
contact resolution rates
9.5% average
year-over-year
improvement in
annual revenue
7.5% avg.
year-over-year
decrease in
avg. cost per
customer
contact
Businesses that adopt an Omni-channel strategy achieve...
According to Aberdeen Group’s October 2013 research report, Omni-Channel Customer Care : Empowered Customers Demand A Seamless Experience
©2014 Aspect Software, Inc. All rights reserved
Omni Channel Customer Engagement
13
▸ Creating Seamless Experiences Throughout the Customer Journey
Customer Expectations
KNOW ME:Personalized Interactions
SHOW ME YOU KNOW ME:Targeted/Timely Notifications and Previous Interaction History
ENABLE ME:All Channels, All the Time, All Devices
VALUE ME:Recognize and Listen to Your Customers
Accenture: The New Omni-Channel Approach to Serving Customers
Omni-channel Customer Experiences
Keys to delivering Omni Channel Service
SMART
NOTIFICATIONS
Based on Thresholds,
Process Flows
& Preferences
AN ENGAGED
WORKFORCE
Aligned Skills
Schedules
Coaching
OMNI-CHANNEL
INTERACTIONS
Chat | Voice | Mobile
SMS | Email | Social
PERSONALIZED
RELATIONSHIPS
Customer Analytics
Preferences
Context
©2014 Aspect Software, Inc. All rights reserved
Omni-Channel Customer Interaction
Automated Dialogues
(Self-Service)
Vo
ice
/Vid
eo
Chat/
IM
SM
S/T
ext
Socia
l
Mobile
Apps
Customer Experience Big Picture
Agent-Assisted Dialogues
(Live Service)
Voic
e/V
ideo
Chat/
IM
SM
S/T
ext
Socia
l
Em
ail
Inbound Routing/Proactive Outbound
Conte
xtu
al D
ata
Tra
nsfe
r
Workforce
Optimization
Work
forc
e
Managem
ent
Back Office
Optimization
Reporting and Analytics
Enterprise Integration
Qualit
y
Managem
ent
Perf
orm
ance
Ma
na
ge
me
nt
Work
forc
e
Ma
nag
em
en
t
Work
Allo
cation &
Task M
anagem
ent
Perf
orm
ance
Managem
ent
Security and Compliance
©2014 Aspect Software, Inc. All rights reserved
Conversations to have back at the office…
17
Agree to
deliver
remarkable
customer
experiences
Think cross
channel,
omni-channel
Design your
customer
experience
architecture
Done right -
You and your
customers
can WIN at
the Omni-
Channel
Challenge
©2014 Aspect Software, Inc. All rights reserved
Aspect: Seamlessly align
people, processes and
touch points to deliver
remarkable omni-channel customer experiences