Take the First 3 Steps to Building a Cross-Channel Customer Experience
 

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Take the First 3 Steps to Building a Cross-Channel Customer Experience

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On Demand Webinar Available Now! ...

On Demand Webinar Available Now!

Meeting your customers where they are and offering multiple communication channels to your customers is a great start towards creating excellent customer experiences. But when those channels exist in silos, you’ve now created multiple different ways to frustrate your customers, including not passing important contextual information from one channel to another. That’s why it has become critical to look at a cross-channel strategy for customer experience, a strategy that looks at the ways customers use multiple channels including digital channels in the course of a single interaction.

When your company decides that delivering a cross-channel customer experience is the next logical step for modernizing your contact center, where do you begin? Register to view the on demand webinar to learn how to :

Learn three practical steps to get you started on a cross-channel customer experience

Explore the process, personnel and other non-technical changes required to go cross-channel

Hear how customer experience-obsessed companies have cut costs and raised customer satisfaction through cross-channel strategies

Click here to view the on demand webinar:

http://go.genesys.com/NA_W_LW_Building-Cross-Channel-Customer-Experience_registrationpage.html?cid=701U0000000VTpF

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Take the First 3 Steps to Building a Cross-Channel Customer Experience Presentation Transcript

  • 1. BEST PRACTICE WEBINAR Take the First 3 Steps to Building a Cross-Channel Customer Experience
  • 2. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.2 Tweet to Win! • Use #GWebinar • Reference @Genesys • TWO Winners!
  • 3. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.3 Presenter Pete Wermter VP Marketing Genesys @pete_wermter
  • 4. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.4 Customer Experience Channels Human-Assisted Touchpoints Self-Service Touchpoints What is Great Customer Experience? Contact Center Store/Branch Back Office Direct to RepWebsite Voice IVR Mobile App Marketing Promo Personalized Seamless Low effort
  • 5. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.5 What's Different About Cross-Channel Today? Voice Self-Service Mobile App Web Self-Service FAIL Contact Center FAIL 58% 34% Callers who first used web in current transaction Callers on web while talking to a rep 10% Leakage of loyalty when web self-service fails FAIL Source: CEB
  • 6. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.6 Building Optimal Cross-Channel Customer Journeys On-Boarding Journey First BillProvisionWelcomeSign Up Website Mobile App Contact Center Branch Direct to Rep Back Office
  • 7. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.7 Map the cross-channel customer journey Give context to IVR and agents Move to a single platform Take the First 3 Steps to Building a Cross-Channel CX #1 #2 #3
  • 8. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.8 Map the Cross-Channel Customer Journey#1
  • 9. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.9 Map the Cross-Channel Customer Journey One Company Purchase Journey Branch • Build Insights - Your brand aspirations + customer insight, VoC • Identify and define target segments & contextual needs, wants and preferences • Map the engagement lifecycle - across channels and touchpoints
  • 10. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.10 Mobile IVR/Contact Center In Person Web Social Mapping Problem Resolution Journey Talk Chat Pickup Consult Group Tweet ID/Auth Visual IVR Question Talk CUSTOMER WITH ISSUE SETTING UP MOBILE EMAIL Desired Experience: Customer is sent a link via chat that auto configures customer’s mobile or gives an easy to follow instructions and resolves the problem! @yourcompany – great #cx to fix my problem 2day #loyal
  • 11. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.11 Give Context to IVR and Agents #2
  • 12. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.12 Journey Across Channels - What Agents See Mobile IVR/Contact Center In Person Web Social Partial Form Talk Chat Pickup Consult Group Tweet ID/Auth Visual IVR Question Talk Agents have very little insight into the customer journey and have to ask the caller ‘How may I help you?’ Agent sees screen pop from IVR, static account info
  • 13. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.13 Leverage Cross-Channel Customer Context Mobile IVR/Contact Center In Person Web Social Partial Form Talk Chat Pickup Consult Group Tweet ID/Auth Visual IVR Question Talk Customer & CX Context
  • 14. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.14 Context to IVR and Agents Drives Great CX Mobile IVR/Contact Center In Person Web Social IVR: If you would like help with the web form you were filling out? I can connect you to an agent right now! Partial Form Fill Chat Agent: Hi Mr. Wells I see you were just on the web and a chat too, let me help you complete the form online?Customer & CX Context Knowing what happened at each touchpoint allows optimal treatment by the IVR and agent. TIP! Consider customer mood and emotions in design
  • 15. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.15 Move to a single platform #3
  • 16. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.16 Fragmented Silos Degrade Cross-Channel Experience Siloed and Fragmented Business and Touchpoints Delivered with Fragmented and Incomplete Solutions Chat CRM ACD SFA Social Mobile Web Cust Svc IVR Website WFO Website Mobile App Contact Center Back Office Line of Business Department Line of Business Department + Bad Experiences=
  • 17. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.17 CloudOn-Premises Hybrid Genesys Customer Experience Platform Store/ Branch Direct to Rep Back Office Contact Center Marketing Promotion Mobile AppWebsiteVoice IVR
  • 18. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.18 Genesys Customer Experience Platform SIP Communications Analytics and Reporting Self-Service Campaign Management Proactive Notifications + Dialer Interaction Management Channels Desktop Routing Engine Interaction Work Items Multi-Channel Workforce Optimization Rules Common routing strategies Integrated self-service Centralized reporting Single agent environment
  • 19. Visit www.genesys.com for more customer stories
  • 20. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.20 Map the cross-channel customer journey Give context to IVR and agents Move to a single platform Take the First 3 Steps to Building a Cross-Channel CX #1 #2 #3
  • 21. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.21 Ask the Experts! For more information, please visit www.genesys.com Email us: enterprise.programs@genesys.com Pete Wermter
  • 22. © 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.22 Upcoming Webinars •Analyst Webinar with Dr. Natalie Petouhoff The Economic Imperative of Customer Experience •March 19, 2014 •Best Practice Webinar What are 99% of Your Customers Hiding from You? Find Out with Cloud-Based Speech Analytics •March 26, 2014 •Check genesys.com for on demand webinars! •