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Meet the Gurus: Elevating Customer Care with Mobile
 

Meet the Gurus: Elevating Customer Care with Mobile

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  • Elevating Customer Care With Mobile: insights and best practices on customer retention strategies and mobile technology applications to reduce customer care time, increase efficiency and improve relationships.Customer Care is changing. The days of interminable holding to elevator music, difficult IVR prompts, multiple transfers and failures to resolve issues on the first call need to end. I believe that intelligent mobile and web apps will bring a welcome new standard of care for internal users and external customers.
  • The number of possible questions may be in the thousands. The external communities may be customers, partners, brokers, regulators, auditors, or consultants. Some highly technical products still in use by consumers, such as 20-year old cardiac pacemakers require expert support. There may be only one person left at the maker who understands the technology and is capable of providing the needed support.
  • IVR is not a dialog- it’s maze. Read lips vs. read minds – natural language dialog is more than speech recognition.
  • Customer-driven care will be effective with a combination of 1) letting users choose their favorite channel for support 2) creating portals and 3) using human language dialog as the medium of understanding the need, and delivering an acceptable resolution
  • BYOD is changing peoples’ expectations. The amount of time people spend on Facebook offers a clear opportunity for companies to turn calls for help into outreach opportunities that will differentiate them from competitors. Need to deliver the same answer acorss channels.
  • Natural language ontology is an improvement over existing solutions. Call Transfers can be reduced and made more effective.
  • Google gives you ten million answers
  • These are examples of how language and knowledge combine to deliver better results
  • This is how our system used language and knowledge to deliver better results

Meet the Gurus: Elevating Customer Care with Mobile Meet the Gurus: Elevating Customer Care with Mobile Presentation Transcript

  • CHALLENGE: COMPLEXITYCustomer care usually involves:1. Broad range of questions2. Multiple communities3. Involving multiple systems4. Requiring specially trained groups or individuals ©2012 MOBCON ─ WHERE MOBILE MINDS CONNECT. ALL RIGHTS RESERVED. 1
  • CHALLENGE: AMBIGUITY Legacy:• create multiple call-in phone numbers• create complex IVR prompts - route to special teams• Not consumer-friendly and ambiguity persists Future:• Use systems to automatically resolve the ambiguity• use human language to read customers’ minds• Can’t work in all cases, but will delight more customers ©2012 MOBCON ─ WHERE MOBILE MINDS CONNECT. ALL RIGHTS RESERVED. 2
  • CHALLENGE: CHANGING EXPECTATIONSCustomers want you to:• Remember their prior conversations• Know what they own• Guess what they need• Solve it on the first tryEmployees are the same ©2012 MOBCON ─ WHERE MOBILE MINDS CONNECT. ALL RIGHTS RESERVED. 3
  • CUSTOMER-DRIVEN CARE Choice & Knowledge• Channel Freedom• Your Device knows where to go for help• Web social home base for help• Initial triage is automated based on typed or spoken dialog• Most answers delivered instantly ©2012 MOBCON ─ WHERE MOBILE MINDS CONNECT. ALL RIGHTS RESERVED. 4
  • USERS NEED CHANNEL FREEDOMHelp, answers and functionality wherever I am… • On an iPad or Android • On phone • SMS texting • On Facebook • On Twitter…Without having to know which URL or number to dial ©2012 MOBCON ─ WHERE MOBILE MINDS CONNECT. ALL RIGHTS RESERVED. 5
  • SOLUTION: INSTANT CARE 24X7Using advanced language systemsautomate dialog on Web and Mobilewith Social connections• Convenience of Cha-Cha or Siri• Knowledge like Wikipedia ©2012 MOBCON ─ WHERE MOBILE MINDS CONNECT. ALL RIGHTS RESERVED. 6
  • SOLUTION: HIDE COMPLEXITY• Read customers’ minds • using human language ontology• Dynamic dialog to understand• Dynamic content access to respondPuts the complexity in the systemremoving the burden from the customer ©2012 MOBCON ─ WHERE MOBILE MINDS CONNECT. ALL RIGHTS RESERVED. 7
  • SOLUTION: DON’T IGNORE AMBIGUITY Answers come from a dialog, not the first thing they type or say ©2012 MOBCON ─ WHERE MOBILE MINDS CONNECT. ALL RIGHTS RESERVED. 8
  • THE SHAPE OF CUSTOMER-DRIVEN CARE• One gateway for many (eventually all) needs• The distinction between internal help desk and external customer care blurs• The variety of services / questions grows• The complexity of services / questions grows• Need to tie inbound support with outbound engagement• Channel freedom for internal and external customers • Voice / SMS Text / Web / Mobile / Facebook / Twitter / IM / IVR… ©2012 MOBCON ─ WHERE MOBILE MINDS CONNECT. ALL RIGHTS RESERVED. 9
  • THE BUSINESS CASE• Reduce customer care time,• Increase efficiency and• Improve relationships• For customers (external) and• For employees (internal) ©2012 MOBCON ─ WHERE MOBILE MINDS CONNECT. ALL RIGHTS RESERVED. 10
  • LANGUAGE AND KNOWLEDGE SUCCESSESLocal Charting software company with great speech reco• Lowers clinical charting complexity / time with speech• Can mine chart data for codes needed to file claimsLocal Behavioral Health software with DSM knowledge• SaaS system to support both charting and claims filing• Mines DSM and ties to chart records for eval and filing ©2012 MOBCON ─ WHERE MOBILE MINDS CONNECT. ALL RIGHTS RESERVED. 11
  • CASE STUDY: LARGE MN HEALTH INSURER Before dialog-enabled BPM:• 8 weeks of agent training• Several more weeks to proficiency• Too many errors After dialog-enabled BPM:• Training reduced to 4 hours• Proficiency after 30 minutes of use• 90% reduction in errors ©2012 MOBCON ─ WHERE MOBILE MINDS CONNECT. ALL RIGHTS RESERVED. 12
  • OUR CUSTOMER-DRIVEN CARE PLATFORM IKE: I Know Everything• Real-world contextual knowledge• Dialog to learn intent (Read minds)• BPM to get data, docs, FAQs, links• Web-Centered – Omni-Channel ©2012 MOBCON ─ WHERE MOBILE MINDS CONNECT. ALL RIGHTS RESERVED. 13
  • TECHNOLOGY FOR CUSTOMER-DRIVEN CARE• SaaS Consumer Gateway (Web/Mobile…)• BPM – Scripting• Converged Content Access• Knowledge Management• Read Customers’ Minds • Human language dialog removes ambiguity ©2012 MOBCON ─ WHERE MOBILE MINDS CONNECT. ALL RIGHTS RESERVED. 14
  • STRATEGY COMBINING MOBILE AND SOCIAL• Build a cloud-deployed web/mobile solution for self service• Link to all desired web social channels• Lightweight apps for selected mobile platform• Build in social comment capabilities to crowd-source support• Self-guided triage with context-based branching and rules• Language interpreter built-in • Combination between Siri and Wikipedia for your domain• Track outcomes and contributors, tweak and reward ©2012 MOBCON ─ WHERE MOBILE MINDS CONNECT. ALL RIGHTS RESERVED. 15
  • WHY MOBILE USERS WILL LIKE IKE - Consumers are empowered and more savvy as the web shrinks the world and democratizes knowledge- Ineffective / unimaginative customer care will no longer cut the mustard - IKE lets customers drive ©2012 MOBCON ─ WHERE MOBILE MINDS CONNECT. ALL RIGHTS RESERVED. 16