Your SlideShare is downloading. ×

Thanks for flagging this SlideShare!

Oops! An error has occurred.

×

Introducing the official SlideShare app

Stunning, full-screen experience for iPhone and Android

Text the download link to your phone

Standard text messaging rates apply

Customer Experience On-Demand Webinar Series - Bridging the Gap Between Self-Service and Assisted Service

692
views

Published on

Consumers are busier – and savvier – than ever before. They expect seamless support experiences, quick answers, and interactions on the device of their choosing – and they don’t want to waste time on …

Consumers are busier – and savvier – than ever before. They expect seamless support experiences, quick answers, and interactions on the device of their choosing – and they don’t want to waste time on hold. To maintain customer satisfaction, provide them with different options to reach you, and – when incoming contact volumes are high – provide them with an option to get a call back instead of waiting.

Published in: Technology, Business

0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total Views
692
On Slideshare
0
From Embeds
0
Number of Embeds
1
Actions
Shares
0
Downloads
9
Comments
0
Likes
0
Embeds 0
No embeds

Report content
Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
No notes for slide
  • The customer is more powerful today than ever before. They have a seemingly unending array of high quality products and services to chose from. They have powerful tools at their disposal to help them make the product choice that is best for them, and they have many options of how to pay for and receive those goods. Today’s customer is always on. Armed with smart mobile devices and 24/7 access to social media, they are constantly sharing with their circles of friends their experiences with the products they buy – their functionality, their quality, and the support experiences they encounter when something doesn’t go quite right.Business***ES*** today have the opportunity to leverage this customer power to their benefit. While customers will quickly leave to a competitor because of a bad experience, customers will be loyal to companies who deliver great customer experiences, and they will tell their friends about their positive experiences too. It’s a battle to create advocates vs. adversaries.
  • No matter where your customer’s journey starts, there are times when they need to speak with someone to resolve their issue. What you need is a way to seamlessly transition customers from self-service to assisted-service at the right time in the channel they are currently using. Verizon’s customer experience platform allows you to develop applications in each of your self-service channels that educate and empower your customers with options when they simply need to speak with someone. Human to Human.
  • This need to speak to some one is represented by the volume of voice interactions… So let’s dive into the customer service experience. To do that, let’s take a look at where inbound customer interactions come from. Each year, ***ContactBabel***, a contact center advisory firm, conducts a comprehensive study of the performance, operations, and the technology of global call centers. This year’s report marks the 6th year of the study.The most obvious finding of this research is the predominance of the voice channel in customer-contact center interaction. While the study does show significant increases year-on-year in non-voice channel interaction, 7 out out of 10 inbound contact center interactions continue to be with live agents.It’s not that contact centers have not embraced alternate channels for customer interaction. 94% of respondents in the study offer an email channel as well as 29% SMS, 43% web chat and 53% social media. However, the research clearly finds that the majority of customer contacts into the contact center are interactions, rather than transactions, and those interactions require human-to-human attention.
  • All of this current research points to a clear fact - Organizations are realizing that the most critical customer interaction channel is STILL the voice channel. It’s the most frequent point of customer interaction – it’s where the company either succeeds in winning the heart and mind of the customer, or it misses that moment of truth and instead delivers disappointment and frustration. At the same time, organizations know that a lot of customer journeys are starting on other non-voice channels, and yet are ending up requiring human-to-human voice interaction to successfully complete the journey. Customer loyalty is being won or lost everyday on and across these critical interaction channels.
  • All of this current research points to a clear fact - Organizations are realizing that the most critical customer interaction channel is STILL the voice channel. It’s the most frequent point of customer interaction – it’s where the company either succeeds in winning the heart and mind of the customer, or it misses that moment of truth and instead delivers disappointment and frustration. At the same time, organizations know that a lot of customer journeys are starting on other non-voice channels, and yet are ending up requiring human-to-human voice interaction to successfully complete the journey. Customer loyalty is being won or lost everyday on and across these critical interaction channels.
  • The voice channel is the most widely used customer contact channel, and it is where the highest levels of customer frustration are generated. With ***VIRTUAL HOLD TECHNOLOGY (***VHT***)*** voice call back, you empower your customers, allowing them to take control of the experience journey. If a customer service agent is not available right away to help them, the customer can choose a call back, either as-soon-as-possible, or at a future time that the CUSTOMER schedules.
  • Alla to close saying something like: Thank you for attending our _ (1st of 4, 2nd or 4, 3rd of 4, last ) session of on-demand webinars about how you can positively affect the customer experience. Visit our website or reach out to your Verizon account representative to learn more about these or other services with Verizon. We hope you’ll join our next webinar scheduled for ____ on _____(topic).
  • Transcript

    • 1. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. Verizon Customer Experience On-Demand Webinar Series Alla Reznik
    • 2. 2Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. Please advance to the next slide where you can watch the video of this session. The total slide deck is available for your reference after the video. Thank you!
    • 3. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. Verizon Customer Experience On-Demand Webinar Series Bridging the Gap Between Self-Service and Assisted Service Sheila McGee-Smith
    • 4. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 4Confidential and proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 4 PROPRIETARY STATEMENT This document and any attached materials are the sole property of Verizon and are not to be used by you other than to evaluate Verizon’s service. This document and any attached materials are not to be disseminated, distributed, or otherwise conveyed throughout your organization to employees without a need for this information or to any third parties without the express written permission of Verizon. © 2014 Verizon. All Rights Reserved. The Verizon name and logo and all other names, logos, and slogans identifying Verizon’s products and services are trademarks and service marks or registered trademarks and service marks of Verizon Trademark Services LLC or its affiliates in the United States and/or other countries. All other trademarks and service marks are the property of their respective owners.
    • 5. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 5 A conversation with a customer used to be simple… •the enterprise Customer Contact Center In Person Customer Contact Center In Person
    • 6. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 6 Now there are many channels •the enterprise Customer Cntact Center Web In Person Mobile Customer Contact Center Mobile In Person Web Social Communities
    • 7. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 7 But when other channels fail… the contact center is still needed •the enterprise Customer Contact Center In Person Customer Contact Center
    • 8. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 8 2008 2013 The Opportunity
    • 9. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 9 9 • Navigating phone menus • Waiting on hold • Repeating information • Unhelpful agents What frustrates callers?
    • 10. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 10 When Companies are asked about Callers’ First Point of Contact: the IVR . . . Question Response How Well Does Your IVR Perform? Few have a solid idea How should you measure its performance? Some suggest call hang-up rates. Others look at prompts. Does your IVR Solution affect Customer Satisfaction? Most say its important, but few know the impact Does your IVR affect your revenues? Unless they do IVR-based transactions, few know Does your IVR optimally support your contact center budget goals? Very few know that their contact center budget can be impacted by their IVR design
    • 11. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 11 • Off-load basic information requests • Support typical transactions • Meet the call center’s goals for anticipated cost reduction • Route callers to agents with the right skills • Ensure the customer experience is good • Enable the contact center to meet its budgetary goals Voice Self-Service Performance Measures
    • 12. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 12 • Initially just receiving information over the phone via voice prompts, self service has expanded in a multi-channel customer service world – Social media – Web self-service – Mobile applications • These new self service channels also sometimes need live agent support • Improving the transition from self to assisted service benefits the customer AND the company Building a Bridge between Self and Assisted Service
    • 13. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. Verizon Voice Call Back Smoothing the Transition from Self to Assisted Service Mark Williams
    • 14. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 14 Customers have THE POWER
    • 15. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 15 Customer Journey Voice Web Mobile Chat Social Assisted- Service
    • 16. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 16 70% of Customer Interactions Are Still Completed On The Voice Channel Inbound Experiences Check out: www.contactbabel.com The US Contact Center Decision Makers’ Guide 2013 www.digitalroots.com/benchmark 2013 Customer Experience Management Benchmark Study
    • 17. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 17 Customer Interactions That Matter
    • 18. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 18 The Conversation Bridge Difference
    • 19. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 19  • •  • •  • • •  • • • Customer Interactions That Matter
    • 20. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 20 Voice Call Back Verizon’s Voice Call Back is a network based queue-management solution that allows callers to receive a call back at a convenient time rather than wait on hold for an agent, based on Virtual Hold Technology Voice Call Back provides three features: ASAP Call Back ASAP Call Back announces the wait time to customers and offers to save their place in line and call them back when it is their turn. Scheduled Call Back Scheduled Call Back offers customers the opportunity to schedule an appointment to speak with an agent at a time that’s more convenient. Web Call Back Web Call Back creates a unified virtual queue by combining website requests with voice requests. Conversation Bridge is also available which enables mobile, web and desktop application development. powered by
    • 21. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 21 Case Study A Major Airline The Challenge • Excessive peaks driven by weather were impossible to predict or prepare for. Although these situations are seasonal and random, it was impossible to plan for labor and service levels and satisfaction goals were suffering. The Solution: • Implement VHT as an insurance policy to help protect the contact center against these situations and provide better service to the customers without changing or negatively impacting operations. The Results: • 11 million callers are treated by VHT annually • 5 million additional callers have their calls answered within 30 seconds • Millions of minutes of hold time saved in 2013 • A reduction in average speed to answer and abandons
    • 22. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 22 Case Study – Major Software Company The Challenge • Providing self service and support through the website has been a great way to offset physical calls from coming into the contact center. Unfortunately, there was no easy transition for the customer to move from web to voice without being processed through the IVR and repeating the process. The Solution: • Implement VHT Conversation Bridge to support customers that are on the website, but need to complete the transaction via an agent. VHT allowed the customer to make a request to speak to an agent on the webpage. VHT would inform the customer of the wait time and allow them to schedule a return call (now, or in the future). The Results: • Over 2 million callers enter the contact center via VHT’s Conversation Bridge annually • Millions of minutes of queue time was eliminated using VHT • Conversation Bridge makes it possible to complete intensive authentication protocols via the website…reducing handle times for agents.
    • 23. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosureor distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. Thank you for listening! Visit verizonenterprise.com for more information on Verizon solutions and access to more on-demand webinars. To request a sales consultation go to: https://www.verizonenterprise.com/Support/sales/