SELF SERVICE YOUR
CUSTOMERS WILL LOVE
Thank you for joining us. We will begin promptly at
10:00am PT / 1:00pm ET.

You mus...
THANK YOU FOR JOINING
• Join us on Twitter - @MoxieSoft
and @Bushman10.
• All lines are muted. Please use
Chat panel for q...
Johan Jacobs
Executive Consultant &
Former Gartner Research Director
12 November 2013
johanj01@telkomsa.net
Twitter: Bushm...
What does “Self Service” mean?
Individual Self Service
Web Self Service
Survey — Why Are Customers Not
Using Your Web Self-services?
a. Website is old and not updated recently
b. Too many “click...
Dissecting Web Self Service
Transactional Web
Self Services
User Interface / Web or Mobile
Self Service Portal & Logon
Aut...
Web Self Service
Survey — How Useful is a FAQ?
a. I always (>80%) get a relevant answer when using a

FAQ
b. I sometimes (>50%) get a relev...
Identifying Different Segments
Your
of Customers
Category of Customer
a) Customers that will never use your
Web-based self...
Identifying Different Segments
Your
of Customers
Category of Customer
a) Customers that will never use your
Web-based self...
Percentage of Total Customer Base That
Adopts Self-service

Why do Customers Stop using your
Web Self Service?
100%

Trans...
Survey — Why do Customers Stop
Using Your Web Self-services?
a. Difficult to receive support while on website
b. Difficult...
Percentage of Total Customer Base That
Adopts Self-service

The Question you Should be Asking
100%

Transactional Self-Ser...
Stop wasting further effort on the
Transactional activities
Transactional Web
Self Services
User Interface / Web or Mobile...
Unassisted Web Self Services
 FAQ – Frequently Asked Questions
 IVR – Interactive Voice Response (not necessarily Web)
...
Assisted Web Self Services
 Web Chat – Text engagement with live agent
 Email Response Management – Auto preparation of
...
Embed Support In the Transaction
Embed Support on Every Page
Support comes in Multiple Guises
Percentage of Total Customer Base That
Adopts Self-service

Higher CSAT through embedded
support
100%

Transactional Self-...
Unassisted Support relies on
Knowledge
 Key Performance Indicator
 Relevance of Response
 Relevance of Response = First...
Integrate Knowledge Everywhere
 Knowledge supports the “Search Bar”
 Virtual Assistant relies on Knowledge
 Email Respo...
New ROI Metrics
 Same answer irrespective if…
 Customer searches Self Service KBS by themselves
 Customer asks Call Cen...
New Competencies Required
Knowledge Base
for Self-Service

Knowledge authoring and administration;
Technical writing skill...
MOXIE
SELF-SERVICE
DEMO
27

PROPRIETARY &
CONFIDENTIAL
Omni-Channel – a step up….
Building bridges between Online and Offline.

Omni-Channel

Cross-Channel

Integrated-Channel

...
In Closing - Telepresence Robots
Johan Jacobs
Executive Consultant &
Former Gartner Research Director
12 November 2013
johanj01@telkomsa.net
Twitter: Bushm...
CONCLUSION
• Session recording and presentation will be sent
via email
• Keep an eye out for a related eBook!

• Contact U...
Self Service Your Customers Will Love
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Self Service Your Customers Will Love

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With 60% of customers preferring to self-serve online, many organizations are deploying self-service portals and websites. However, they are often disappointed at the low adoption rates and poor satisfaction ratings from their customers.

During this complimentary webinar, Self-Service Your Customers Will Love, Johan Jacobs provided insight into the challenges and opportunities of self-service, including:
• Self-service as part of a multichannel strategy
• Moving beyond call deflection to new ROI measurements
• Strategies to increase adoption rates and CSAT ratings
• New trends for capturing and delivering knowledge

Published in: Business, Technology
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Transcript of "Self Service Your Customers Will Love"

  1. 1. SELF SERVICE YOUR CUSTOMERS WILL LOVE Thank you for joining us. We will begin promptly at 10:00am PT / 1:00pm ET. You must use WebEx audio via phone – receive a call back or dial-in options available in Communicate tab. All lines are muted. Please use the Chat panel for questions. 1 PROPRIETARY & CONFIDENTIAL
  2. 2. THANK YOU FOR JOINING • Join us on Twitter - @MoxieSoft and @Bushman10. • All lines are muted. Please use Chat panel for questions. • Session is being recorded and link will be sent to participants. 2 PROPRIETARY & CONFIDENTIAL Speaker Johan Jacobs, Executive Consultant & Former Research Director, Gartner, Inc.
  3. 3. Johan Jacobs Executive Consultant & Former Gartner Research Director 12 November 2013 johanj01@telkomsa.net Twitter: Bushman10
  4. 4. What does “Self Service” mean?
  5. 5. Individual Self Service
  6. 6. Web Self Service
  7. 7. Survey — Why Are Customers Not Using Your Web Self-services? a. Website is old and not updated recently b. Too many “clicks” to get something done c. Difficult to receive support while on website d. Customers don’t have web access or not a web user profile e. We don’t offer web self service at all f. Our competitor has better web self service than us
  8. 8. Dissecting Web Self Service Transactional Web Self Services User Interface / Web or Mobile Self Service Portal & Logon Authentication Transactional Systems i.e. ERP (SAP / Oracle) Payments Engine Supply Chain & Warehousing $$$$$$$ Un-Assisted Web Self Service FAQ IVR …………………………………… Knowledgebase for Self-service Email Response Management System Virtual Assistants "How-to" Video SMS and Multi-modal Assisted Web Self Service Web Chat Email Response Management System Collaborative Browsing Video Chat Social Customer Service Peer-to-peer Communities $$ Many Channels to Use $
  9. 9. Web Self Service
  10. 10. Survey — How Useful is a FAQ? a. I always (>80%) get a relevant answer when using a FAQ b. I sometimes (>50%) get a relevant answer when using a FAQ c. I seldom/never get a correct answer when using a FAQ d. I never bother trying to get an answer from a FAQ
  11. 11. Identifying Different Segments Your of Customers Category of Customer a) Customers that will never use your Web-based self-services due to age profile or bandwidth constraints or personal preference Estimate % Actual % ?% b) Customers that know about the self-service capabilities and have used it at least once or twice ?% c) Customers that are regular users ?% d) Customers that do not know about your Web self-service capabilities ?% Divide your addressable (existing and potential) customers into the above 4 categories. Total must be 100 % across the above categories.
  12. 12. Identifying Different Segments Your of Customers Category of Customer a) Customers that will never use your Web-based self-services due to age profile or bandwidth constraints or personal preference Estimate % Actual % 8% b) Customers that know about the self-service capabilities and have used it at least once or twice 45% c) Customers that are regular users 27% d) Customers that do not know about your Web self-service capabilities 20%
  13. 13. Percentage of Total Customer Base That Adopts Self-service Why do Customers Stop using your Web Self Service? 100% Transactional Self-Service Functionality Deployed 60% 30% 10% 6 – 12 Months 12 – 24 Months 24 Months Onwards Ongoing and Consistent Use Over Time
  14. 14. Survey — Why do Customers Stop Using Your Web Self-services? a. Difficult to receive support while on website b. Difficult to receive support while on website c. Difficult to receive support while on website d. Difficult to receive support while on website e. Our competitor has better web self service than us
  15. 15. Percentage of Total Customer Base That Adopts Self-service The Question you Should be Asking 100% Transactional Self-Service Functionality Deployed How do you get customers to use your Web Self-Service solutions AGAIN? 60% 30% 10% 6 – 12 Months 12 – 24 Months 24 Months Onwards Ongoing and Consistent Use Over Time
  16. 16. Stop wasting further effort on the Transactional activities Transactional Web Self Services User Interface / Web or Mobile Self Service Portal & Logon Authentication Transactional Systems i.e. ERP (SAP / Oracle) Payments Engine Supply Chain & Warehousing $$$$$$$ Un-Assisted Web Self Service FAQ IVR …………………………………… Knowledgebase for Self-service Email Response Management System Virtual Assistants "How-to" Video SMS and Multi-modal $$ Assisted Web Self Service Web Chat Email Response Management System Collaborative Browsing Video Chat Social Customer Service Peer-to-peer Communities $
  17. 17. Unassisted Web Self Services  FAQ – Frequently Asked Questions  IVR – Interactive Voice Response (not necessarily Web)  Knowledge Base for Self Service – Highly Relevant     Answers (85% relevancy and above) Email Response Management – Auto response to emails with highly relevant content within 1 hour or less Virtual Assistants – Creates stickiness and entertainment but deliver highly relevant answers How-To Videos – Delivered as Video Knowledge SMS & Multi-Modal – Integration of SMS/Texting & a URL to provide customer with referable link
  18. 18. Assisted Web Self Services  Web Chat – Text engagement with live agent  Email Response Management – Auto preparation of responses to customer enquiries for CC agents  Collaborative Browsing – Screen sharing for problem resolution and great customer experiences  Social Customer Services – Ability to deliver support via Social network participation  Peer-to-Peer Communities – To help resolve issues customers might have on the web
  19. 19. Embed Support In the Transaction
  20. 20. Embed Support on Every Page
  21. 21. Support comes in Multiple Guises
  22. 22. Percentage of Total Customer Base That Adopts Self-service Higher CSAT through embedded support 100% Transactional Self-Service Functionality Deployed 60% Knowledgebase, Web Chat and ERMS 30% Virtual Assistant, Collaborative Browse, Multi-model Communications, Video and Social 10% 6 – 12 Months 12 – 24 Months 24 Months Onwards Ongoing and Consistent Use Over Time
  23. 23. Unassisted Support relies on Knowledge  Key Performance Indicator  Relevance of Response  Relevance of Response = First Call Resolution  Service Level Agreement  85% or more  Only ever deliver 3 or less answers to a question
  24. 24. Integrate Knowledge Everywhere  Knowledge supports the “Search Bar”  Virtual Assistant relies on Knowledge  Email Response Management is supported by Knowledge  Great consistency and productivity in Web Chat is achieved by Knowledge integration  How-To video is classified as Video Knowledge and lives in the Knowledge Base  Social can be supported through Knowledge
  25. 25. New ROI Metrics  Same answer irrespective if…  Customer searches Self Service KBS by themselves  Customer asks Call Center agent  Customer engage with Web Chat Agent  Multiple simultaneous concurrent Web Chat sessions  High Customer Satisfaction due to good quality responses  High Productivity due to not retyping same answer  Well Authored answers  Highly Relevant Responses (85% or more)
  26. 26. New Competencies Required Knowledge Base for Self-Service Knowledge authoring and administration; Technical writing skills; Fact-finding skills E-Mail Response Management Business writing skills; Word processing Web Chat Business writing skills ,as opposed to speaking skills; Multitasking Collaborative Browsing Multitasking; Speaking and writing skills; Product knowledge Virtual Assistant Graphical and video editing and design Mobile Services Multitasking; Text typing; SMS Authoring Video Services F2F persona; Friendly; Stress Management
  27. 27. MOXIE SELF-SERVICE DEMO 27 PROPRIETARY & CONFIDENTIAL
  28. 28. Omni-Channel – a step up…. Building bridges between Online and Offline. Omni-Channel Cross-Channel Integrated-Channel Multi-Channel Tight integration between Logical & Physical
  29. 29. In Closing - Telepresence Robots
  30. 30. Johan Jacobs Executive Consultant & Former Gartner Research Director 12 November 2013 johanj01@telkomsa.net Twitter: Bushman10
  31. 31. CONCLUSION • Session recording and presentation will be sent via email • Keep an eye out for a related eBook! • Contact Us • info@moxiesoft.com • +1.800.474.1149 • www.moxiesoft.com 32 PROPRIETARY & CONFIDENTIAL
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