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[24]7 - Retail Omnichannel Customer Experience
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[24]7 - Retail Omnichannel Customer Experience

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Omnichannel retail customer experience and service overview. How to improve your customers' retail experience across multiple channels and devices using big data and prediction.

Omnichannel retail customer experience and service overview. How to improve your customers' retail experience across multiple channels and devices using big data and prediction.

Published in: Marketing, Business, Technology

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  • 1. ©2013 24/7 Customer, Inc. All rights reserved. 1
  • 2. To maintain competitive advantage, retailers must adopt an omnichannel approach, leveraging Big Data and prediction to provide a personalized and intuitive customer experience. ©2013 24/7 Customer, Inc. All rights reserved. 2
  • 3. ©2013 24/7 Customer, Inc. All rights reserved. 3
  • 4. The markets for retail brands are highly competitive and include numerous domestic and foreign companies with doing battle with specialty retail stores, direct mail catalogs and e-commerce websites. The competitive challenges facing brands include: • • Maintain favorable brand recognition and achieve end consumer perception of value. • Grow customer loyalty. • ©2013 24/7 Customer, Inc. All rights reserved. Anticipate and respond to changing consumer demands. Encourage brand enthusiasm. 4
  • 5. Retailers are struggling with the pace at which the multichannel world is moving. Just when most retailers thought they had a handle on delivering on their multichannel strategies, along comes omnichannel and a whole new set of challenges. ©2013 24/7 Customer, Inc. All rights reserved. 5
  • 6. ©2013 24/7 Customer, Inc. All rights reserved. 6
  • 7. 74% Social Media Of consumers use at least three channels for customer service-related issues Voice Mobile Online In Store Chat ©2013 24/7 Customer, Inc. All rights reserved. 7
  • 8. MULTICHANNEL OMNICHANNEL  The ability to sell your products and support your customers through multiple channels such as online, chat, voice and brick and mortar storefronts.  Predictive experiences across channels, devices, locations, and time.  The ability to provide a continuous, connected experience for your customers that maintains context across multiple channels regardless of if they’re connected via online, chat, or voice and even when the customer changes channels mid conversation. Customers view multiple touch points as part of the same brand acting independently. Interactions are siloed. ©2013 24/7 Customer, Inc. All rights reserved. Customers experience a brand and not a channel within a brand. Interactions are contextual, continuous and connected. 8
  • 9. ©2013 24/7 Customer, Inc. All rights reserved. 9
  • 10. KNOW WHO I AM AND UNDERSTAND WHAT I NEED MAKE MY EXPERIENCE CONTINUOUS, CONSISTENT AND CONTEXTUAL. I want my retail brands to… ALLOW TRANSITIONING SEAMLESSLY BETWEEN ALL THE CHANNELS. PROVIDE THE SAME LEVEL OF SERVICE ACROSS ALL YOUR CHANNELS. ©2013 24/7 Customer, Inc. All rights reserved. 10
  • 11. ❶ ©2013 24/7 Customer, Inc. All rights reserved. In the omnichannel world, customers will visit your store… 11
  • 12. ❷ ©2013 24/7 Customer, Inc. All rights reserved. … research products/ brands online 12
  • 13. ❸ ©2013 24/7 Customer, Inc. All rights reserved. …ask friends their opinion about products/brands via social media. 13
  • 14. ❹ ©2013 24/7 Customer, Inc. All rights reserved. …purchase via their mobile 14
  • 15. ❺ ©2013 24/7 Customer, Inc. All rights reserved. …and share purchase on social media 15
  • 16. ©2013 24/7 Customer, Inc. All rights reserved. 16
  • 17. Omnichannel Connected, Continuous, Contextual Predictive Experiences are all about the customer journey Anticipate customer’s intent in real-time / engage them when, where and how they want / keep context persistent Learning engine powered by big data makes customer experiences more intuitive and agents more effective Use big data to drive sales, advocacy, loyalty ->through predictive analytics and real-time decisioning Focused on Outcomes and Personalization Engineered outcomes propel more profitable growth Use big data to drive sales, advocacy, loyalty ->through predictive analytics and real-time decisioning Big Data ©2013 24/7 Customer, Inc. All rights reserved. 17 17
  • 18. LOCATION •Lives near a brand outlet for a well known retail chain for consumer electronics & durables. PROFILE IN STORE HISTORY Meet Jill CALL HISTORY WEB HISTORY ©2013 24/7 Customer, Inc. All rights reserved. •Registered customer both instore and on ecommerce website. •Bought a product from the store last month. TRIGGER •An intelligent chat session was offered while browsing on retail brand website. •Called regarding buying a TV last week. •Browsing information about and alternating between brands, visited comparison page. 18
  • 19. MODEL CUSTOMER JOURNEY ACROSS MULTIPLE CHANNELS Retailer can utilize Mobile Location, Customer Profile, In-Store Transaction History, Phone/Web History combined with buying experiences from others who had displayed similar behavior to deliver best-in-class omnichannel customer experience. BIG DATA & PREDICTIVE ANALYTICS PREDICT & ANTICIPATE • Predict preferred brand and anticipate request/question and proactively offer suggestions and solutions. MAINTAIN CONTINUITY ACROSS CHANNELS • Hand hold shopper to a successful outcome using her smartphone. TRIGGER Based on Jill’s behavior, an intelligent chat session can be offered while she is browsing on retail brand website. COMBINE SPEECH, SCREEN & TOUCH TO DELIVER AN INTUITIVE & IMMERSIVE EXPERIENCE • Chat agent can send interactive content to caller’s smartphone to simplify experience. IMPROVE SALES CONVERSIONS • Provide personalized product options/ recommendations based on buying preference and persona. REAL TIME LEARNING • Learn from interactions in real time so that future experiences are constantly improving. ©2013 24/7 Customer, Inc. All rights reserved. 19
  • 20. 5 1 When retailers fail to provide a quality customer experience, customers can become frustrated and take their business elsewhere. (In a recent survey conducted by [24]7, more than half of respondents said they felt frustrated when companies do not know who they are or what their issue is, despite having interacted with that company via another channel previously.) ©2013 24/7 Customer, Inc. All rights reserved. 20
  • 21. [24]7 makes omnichannel customer service and sales simple. Prediction through Big Data makes each interaction personal, simple and effective. Seamless experience across channels – any screen, anywhere, anytime. Fast deployment SaaS enterprise self-service cloud proven with highest volume Fortune 100 clients. Immediate ROI Business results from Day 1 after launch – measurable, attributable, verifiable. Learn more about the [24]7 solutions by emailing us at queries@247-inc.com. ©2013 24/7 Customer, Inc. All rights reserved. 21
  • 22. About [24]7 [24]7 makes customer service and sales simple. Our platform and applications use big data and predictive analytics to understand customers and drive better service and sales results for large enterprises. [24]7’s platform enables an omnichannel interaction experience connecting customer interactions across an enterprise’s web, mobile, chat, social, and phone channels. It’s all in real-time and in the cloud. We increase revenues, reduce service and sales costs, and create more satisfied customers. [24]7 is based in Campbell, California. For more information, visit: www.247-inc.com. You can reach us at queries@247-inc.com. [24]7 is a trademark of 24/7 Customer, Inc. All other brands, products or service names are or may be trademarks or service marks of their respective owners. ©2013 24/7 Customer, Inc. All rights reserved.. 22
  • 23.  ©2013 24/7 Customer, Inc. All rights reserved. www.247-inc.com 23