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Omg! Mobile and Social Customer Service Best Practices for Integrated Customer Service



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  • So what does Genesys Social Engagement do?Well first it connects directly to the social sites through their native APIs. It will pull down posts to your Facebook Page, Twitter mentions and so forth.It can also run queries against Facebook and Twitter and find messages that mention specific phrases or terms that are of interest.Once it finds these messages it runs analytics to determine the category they belong to – shipping, billing, sales, etc.Then we use natural language processing to determine Actionability – do we need to respond to this message?Sentiment – is the tone of the message Positive Negative or Neutral?We can reach out to Klout to determine the author’[s influence – how connected they are to social networks – which can determine how many people will also see a reply to this person.Lastly we can use the company’s standards to determine the customer’s value – this could be a simple segmentation: Gold, Platinum, Diamond; or a calculation based on net worth compared to the customers’ product portfolio – it’s how the business determines how they rate their customers.We use these values to determine the priority of the message, but they could also be used to determine the route – send influential high value customers to our best agents.Once we determine the message needs to be routed and it’s priority, we use an advance rules engine to assign an SLA (we are told we are the only vendor to offer this) and then manage the queues to deliver on these SLAs.Once the message is routed to the agent, they receive the message along with a wealth of information on who the customer is, their previous contacts on any channel – voice, chat, email, SMS, social - as well as tools to quickly and accurately respond. Responses can be “in media” or on the same channel the message arrived on, or we can cross channel and initiate a phone call, email, SMS etc. – whatever is the most appropriate.All of this enables a single view of the customer across channels and the ability to offer unparalleled customer service over the customer’s channel of choice.
  • SymbioticAs a thought leader in the customer service community, we have to underscore the value and relationship of these new mediumsAs companies strive to move from mass service (one to many) to personalize (1-1), they must leverage the tools of the dayBy listening and engaging with customers on Social, you can leverage a powerfully public forum to create more positive exposureBy engaging with customers on Mobile, you can leverage alerts, location to transform service to low-effort and very personalized interaction
  • Blending channels, reporting – also means re-using business rules.
  • Genesys helps you change how you interact with your customersYou see customer interactions as a single conversation across multiple channels, even as customers move back and forth between channels and from a human interaction in the contact center to an automated experience in a mobile or web application. Web, Voice, Mobile, Social …1- Full insight into your customer’s journey on all channels, 2 - Best tools for finding the right employee for a given conversation and help you understand which channel is best for that interaction.3 - Non technical tools to decide the next best action based on what is happening with your interactions at any given moment. 4 - Analytics across the full customer journey to better understand what marketing programs are drawing results and to help you improve the customer journey


  • 1. Thank you for joining the webinar: OMG! Mobile and Social Customer Service We will start in a few minutes! Quick logistics check:  Please make sure your laptop / PC speakers are un-muted.  You may enlarge the slides by dragging the bottom right corner of the slide window.  You can participate in the Q&A session by asking questions at any time during the presentation. Just type your question into the “Ask a Question” text area on the right side.
  • 2. OMG! Mobile and Social Customer Service Best Practices for Integrated Customer Service
  • 3. Presenters Max Ball Ian Jacobs Director, Solution Marketing Genesys @jmaxball Social Guru Genesys @iangjacobs OMG! Mobile and Social Customer Service| March 2013 | 3
  • 4. Social customer service dramatically changes consumer behavior Customers who haven’t used social customer service Customers who have used social customer service Additional amount customers will spend for excellent service 11% more 21% more Quit an intended purchase because of a poor customer service experience in the last year 49% 83% Number of friends customers will tell about good customer service experience 9 friends 42 friends Number of friends customers will tell about bad customer service experience 17 people 53 people Source: American Express Global Customer Service Barometer 2012 OMG! Mobile and Social Customer Service| March 2013 | 4
  • 5. Genesys Social Engagement A full featured Social Media Management Solution Capture Messages and Mentions Review Content and Associate Business Rules Distribute to the Right Resource Handle and Respond using any media type Business Analytics and Cross Channel Reporting Enables one Conversation with the Customer OMG! Mobile and Social Customer Service| March 2013 | 5
  • 6. I need to update my insurance coverage… iNSURCO iNSURCO iNSURCO insurco 1-800-insurco connect What if… me iNSURCO OMG! Mobile and Social Customer Service| March 2013 | 6
  • 7. Genesys Mobile Engagement • • • Provides access to service with a press of a button Unleashes the power of context, location, history, and preferences Redefines the customer experience on smart phones Connect Me Help Me Remember Me OMG! Mobile and Social Customer Service| March 2013 | 7
  • 8. A Symbiotic Relationship Publicize Listen Mobile Personalize Integrate Social Engage OMG! Mobile and Social Customer Service| March 2013 | 8
  • 9. One set of tools Leverage existing customer service tools, knowledge, expertise Use customer’s cross channel history Blend channels at the desktop Close the loop OMG! Mobile and Social Customer Service| March 2013 | 9
  • 10. Social and Mobile: A seamless conversation with the human touch Consultation Social Tweet Navigation Web Chat Question Expertise In Person Talk Contact Center Talk Mobile Verification OMG! Mobile and Social Customer Service| March 2013 | 10
  • 11. The Power of One 1 Reporting System 1 Rules Engine 1 Desktop 1 Customer Conversation OMG! Mobile and Social Customer Service| March 2013 | 11
  • 12. Best Practices for Integrating Social and Mobile Customer Service • Most social interactions are mobile – take advantage of the channel and device. • Use Each Medium for what it does best: • Social – Broadcast positive and helpful information • Mobile – Private and personalized conversations • Use context to create a “single conversation” OMG! Mobile and Social Customer Service| March 2013 | 12
  • 13. QnA: Ask the Experts! Max Ball Ian Jacobs For more information, please visit Email us: OMG! Mobile and Social Customer Service| March 2013 | 13
  • 14. Thank You for participating! For more information, please visit Email us: