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Motive Serviceview for Mobile: Mobile Consumers Demand More
 

Motive Serviceview for Mobile: Mobile Consumers Demand More

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Give the people what they want – a great customer experience Your customers demand a richer and simpler mobile experience featuring comprehensive support and easy access to personalized offers. ...

Give the people what they want – a great customer experience Your customers demand a richer and simpler mobile experience featuring comprehensive support and easy access to personalized offers. This infographic shows you the value of keeping them happy and exceeding their expectations — and how Motive ServiceView for Mobile can help.

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    Motive Serviceview for Mobile: Mobile Consumers Demand More Motive Serviceview for Mobile: Mobile Consumers Demand More Presentation Transcript

    • MOBILE CONSUMERSDEMAND MORECOPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.More users with more devices areusing more technologies andapplications than ever. Theydemand great customer experience.How do you ensure they get it?
    • POOR CUSTOMEREXPERIENCE COSTSCOPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.221%of customer issuestake 1 hour ormore to resolveDOUBLE WHAMMYUNHAPPY CUSTOMERS LEAVE43%of customer issuesrequire 2 or morecalls to resolve44%of people switchproviders annually89%of customer churn isdue to poorcustomer experience26%use social media to tellfriends about poorcustomer experienceYou can lose 1 month’sARPU over just one call.
    • COPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.3What do people really want fromtheir customer experience?EMPOWERMENT66%More than 66% ofcustomers would ratherself-serve than call aservice agentSIMPLICITY70%want all issuesresolved in one callSIMPLICITY1.6x1 call to an agentincreases customerchurn likelihood by 1.6times57%OF INBOUND CALLS CAMEFROM A CUSTOMER WHOFIRST ATTEMPTED TOSELF-SERVE
    • MOBILIZE THE CUSTOMEREXPERIENCE WITH SERVICEVIEW FOR MOBILECOPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.4LOWERCOSTSwith a harmonizedsolution that works withyour networkINCREASEDSATISFACTIONby reducing helpdesk callsINCREASEDREVENUESvia targeted, personalizedcustomer offers
    • MOBILIZE THE CUSTOMEREXPERIENCE WITH SERVICEVIEW FOR MOBILECOPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.5of customers recommendproviders who proactivelyresolve problemscustomers using self-help didn’t call helpdeskwithin 28 daysof consumers will pay25% more for bettercustomer experience84% 86% 88%
    • HOW TO ENHANCECUSTOMER EXPERIENCECOPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.6Identify and resolve technicalissues with WorkflowsUse network and device dataanalytics to resolve problemsbefore they happenCreate new opportunities toengage customers2xHIGHERCONVERSION RATESWITH TARGETEDMARKETING
    • TANGIBLE BUSINESS BENEFITSCOPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.73 in 4consumers spend moreafter positive customerservice experienceHAPPIERmore loyal customersand reduced churnMAKE MOBILEthe point ofengagement andmanage yourcustomers’ needswherever they want
    • THANK YOUCOPYRIGHT © 2011 ALCATEL-LUCENT. ALL RIGHTS RESERVED.8References: Strategy Analytics, Oracle Customer Experience Impact Report, RightNow Customer ExperienceImpact Report, Bell Labs Analysis, NAI Behavioral Targeting Study.For more information visit:alcatel-lucent.com/solutions/motive-serviceview-for-mobile