Webinar - 5 Tips for Productive Multi-Channel Customer Service

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Moxie Software webinar with David Lowy, VP of Product Management

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Webinar - 5 Tips for Productive Multi-Channel Customer Service

  1. 1. 5 Tips for Productive Multi-Channel Customer Service Thank you for joining us. We will begin promptly atThis presentation is part of theCX Super Heroes Webinar Series 1:00pm ET / 10:00am PT. To hear the audio, you will need to use WebEx audio – receive a call back or dial-in options available. All lines are muted. Please use the Chat panel for questions.
  2. 2. Welcome Thank you for joining today! Speaker Submit questions via the WebEx Chat panel & Twitter - David Lowy @MoxieSoft & @dlowy VP, Product Management, Moxie Software Session will be recorded and sent to attendees with presentation
  3. 3. 5 Tips for Productive Multi-Channel Customer ServiceDavid Lowy,VP, Product ManagementSeptember 12, 2012
  4. 4. Agenda Importance of the Customer Experience The Five Tips: 1. Maximize First Contact Resolution 2. Leverage Your Knowledgebase 3. Right Channel Your Customers 4. Create Great Agent Workspaces 5. Push to the Right Channel Measuring Success Conclusion
  5. 5. Importance of the CustomerExperience
  6. 6. Better Customer Experiences Drive Revenue Total annual impact (in millions)
  7. 7. Better Customer Experiences Cut Costs 3 out of 4 consumers move to another channel when online customer service fails, costing an organization an average of $22 million.7
  8. 8. And...Customers Expect You to Respond on Social
  9. 9. Tip 1:Maximize First Contact Resolution
  10. 10. Tip 1: Maximize First Contact Resolution Service Delivery Costs vs. Time to Resolve High Cost to Resolve a Service Request 10+ Days 10+ Days > $300 > $300 2 Days 2 Days $155 $155 24 Hours 24 Hours $61 $61 First Contact First Contact $49 $49 Low First Multiple Time to Resolve a Service Request Contact Days Source: ServiceXRG (www.servicerxg.com)
  11. 11. Tip 1: Maximize First Contact Resolution
  12. 12. Tip 1: Maximize First Contact Resolution Deploy a unified knowledgebase
  13. 13. Tip 2:Leverage Your Knowledgebase
  14. 14. Tip 2: Leverage Your Knowledgebase Focus on Dynamic Content 80/20 rule applies • 80% of questions are answered by 20% of your content Outline workflow specifically around mission-critical, high volume content • e.g. New policies affecting customers, product recalls, new products Find the balance between perfect and timely content Develop a workflow to drive continuous improvement
  15. 15. Build It Together Embrace social interactions & collaborate tools Collaborate, Collaborate, Collaborate • Customers • Partners • Employees: Extend the contact center to the back office Extend content creation • Wikis • Blogs • Forums
  16. 16. Tip 2: Leverage Your Knowledgebase Deploy it EVERYWHERE
  17. 17. Tip 3:Right Channel Your Customers
  18. 18. Tip 3: Right Channel Your CustomersMost Used Customer Communication Channels TelephoneKnowledgebase FAQ Email Chat Community Click to Call Screensharing Virtual Agent Mobile / SMS Social Media 0% 10% 20% 30% 40% 50% 60% 70% 80%
  19. 19. Tip 3: Right Channel Your CustomersOffer online customer service channels to meet your customers’ needs • Self-service • Virtual agent • Click to call • FAQs • Mobile • Proactive or • Site search • Proactive or reactive chat • Virtual agent reactive chat • Co-browsing • IVR • Community • Telephone • Social forums Low Medium High Complexity Complexity Complexity
  20. 20. Tip 3: Right Channel Your Customers Web Self-Service: Your First Line of Defense • Is your Help Center easy to find? • Does it offer answers to all your most frequently asked questions? • Does it contain a contextual escalation path to live support? • Is search prominently featured?
  21. 21. Tip 3: Right Channel Your CustomersEmail Auto Acknowledgement • Setting expectations • Pointing to self-service tools • Bypass Web forms Auto Response with auto-close • 100% accurate? • Describe escalation methods Auto Suggest • Multiple questions • Customer history or data Auto Delete • Thank you • Customer history or data
  22. 22. Tip 3: Right Channel Your CustomersChat: Location, Location, Location Every page? “Contact Us” Page? Inflection Points? Proactive vs. Reactive
  23. 23. Tip 3: Right Channel Your Customers Proactively engage your customers • Use analytics to determine whether or not to engage a customer • Use metrics to create conditions and rules for candidates • Rule and agent initiated customer engagements Leverage existing Web content during session • Teach agents the customer experience • Use Chat Text and Page Push Data Collection • Name • Email Address • Subject • Hidden Data
  24. 24. Tip 4:Create Great Agent Workspaces
  25. 25. Tip 4: Create Great Agent Workspaces Provide access to 80% of needed information 80% of the time Customize workspaces based on agent skills Provide simple integration to data – invoices, billing, histories
  26. 26. Tip 4: Create Great Agent Workspaces A workspace is a user interface which enables an agent to perform day-to-day activities effectively. Flexibility – Map workspaces to business processes • Role-based user interfaces • Channel-specific agent workspaces • Controlled access to external data Productivity – Everything is one click away • Reduce number of clicks/keystrokes for navigation • Single view • Maximize screen real estate Manageability – Non-programmatic design & deploy • Drag & drop design • Edit / read-only access
  27. 27. Tip 5:Push to the Right Channel
  28. 28. Tip 5: Push to the Right Channel
  29. 29. Tip 5: Push to the Right Channel
  30. 30. Tip 5: Push to the Right Channel
  31. 31. Tip 5: Push to the Right Channel
  32. 32. Tip 5: Push to the Right Channel On your Web site • Home page • In global navigation • Help page - list channels in the order you want customers to use them Market channels in all customer communication • Work with marketing to create a service awareness program - Educate customers on the service options available to them Remind customers about available service channels whenever possible in: • Newsletters • Up-sell, cross-sell emails • Direct mail • Social marketing
  33. 33. Measuring Your Success
  34. 34. What’s Next: Measuring Success Criteria for measuring success: • Transaction Completion Rate • Deflection • Positive Experience • Repeat Use • Increased Time on Site • Conversion Rate • Customer Satisfaction • Revenue • Web Traffic
  35. 35. Watch Out for Common Obstacles
  36. 36. Conclusion Five Tips to Productive Multi-Channel Service 1. Maximize First Contact Resolution 2. Leverage Your Knowledgebase 3. Right Channel Your Customers 4. Create Great Agent Workspaces 5. Push to the Right Channel These tips give you a new model for servicing customers that will increase agent productivity, reduce cost, and increase profit per interaction.
  37. 37. Thank You Questions: • WebEx Chat Panel • Twitter: @Moxiesoft & @dlowy Session recording and presentation will be sent via email Contact Us: • info@moxiesoft.com • +1.800.474.1149 • www.moxiesoft.com

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