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Customer Experience On-Demand Webinar Series - Proactive Contact: The Mobile Consumer – Easier to Reach, Harder to Engage

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Today’s consumer is bombarded with marketing – made easier thanks to social media and mobile devices. But what those consumers are getting are often general, one-to-many messages short on …

Today’s consumer is bombarded with marketing – made easier thanks to social media and mobile devices. But what those consumers are getting are often general, one-to-many messages short on personalization. There’s little giving the messages personal meaning.

Watch “Proactive Contact and The Mobile Consumer,” the third session of our four-part webinar series, to discover how you can use data about specific customer preferences and behavior to deliver the right message, at the right time, through the right channel.

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  • Consistent across all industries
  • Americans used smartphone and tablet apps more than PCs to access the Internet ***IN FEBRUARY 2013*** -- the first time that has ever happened.
  • (   
  • 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. 3Confidential 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. 3 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.
    • 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. Verizon Customer Experience On-Demand Webinar Series Proactive Contact: The Mobile Consumer – Easier to Reach, Harder to Engage Sheila McGee-Smith
    • 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 Contact Center Satisfaction Index 2013 www.cfigroup.com Used by permission
    • 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 Contact Center Satisfaction Index 2013 Decline • First Hypothesis – Consuming public fatigued as economy continues to languish • Consumer confidence is low • Dysfunctional government shut-down • Confusion over the looming Affordable Care Act • Stagnant employment growth • People reached the breaking point Used by permission
    • 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 Contact Center Satisfaction Index 2013 Decline • Second Hypothesis – After years of steady growth in performance consumers have built up an expectation of “great things” to come/continue in the increasingly connected company service functions • 2013 was the year that expectations finally overtook the ability to deliver • 8 point drop let down of reality versus expectations Used by permission
    • 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 Mobile App Usage Exceeds PCs Used by permission
    • 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 Proactively Engage with Customers Use multiple media • Proactive notification – Notify customers when important information changes – Announce mistakes before customers find out – If a number of customers fitting a certain profile are asking a specific question about how to adapt a product to their particular needs, send that information to all customers fitting that profile – Reward customer loyalty with offers to mobile device
    • 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 No Contact Resolution? Customer Experience 2010s and beyond1990s 2000s Efficiency Self Service Network routing Email and Web 2000s Assisted Service Self-Service Customer Experience
    • 11. Confidentialand proprietary materials for authorized Verizon personnel and outside agencies only. Use, disclosure or distributionof this material is not permitted to any unauthorized persons or third parties except by written agreement. VERIZON PROACTIVE CONTACT The Mobile Consumer – Easier to Reach, Harder to Engage Matt Heller
    • 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 • Powered by Nuance (formerly Varolii) • Multi-channel and cross-channel • Personalized, high quality interactions • Highly available and scalable • 4 million+ interactions daily • Over 1B interactions annually • 1000+ applications running per day • Verizon solution implementation and support Verizon Proactive Contact
    • 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. 13 Expertise across multiple industries 450+ Enterprise Customers 4 Million Messages a Day 13 Years of Experience 1 Billion Messages a Year We enable companies to improve customer engagement through more effective interactions, leading to high value outcomes while controlling costs in a highly connected, digital world. Better engagement Better outcomes FINANCIAL SERVICES HEALTHCARE UTILITIES COMMUNICATIONS AIRLINES RETAIL
    • 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 • Prescription status • Appointment reminders • Informational notices HEALTHCARE Proactive Customer Communications Address Business Problems and Drive Tangible Results Welcome Messages | Consumer Education | Rewards Programs | Appointment Reminders | Surveys Improve Customer Satisfaction | Control Costs | Help Increase Revenue | Improve Efficiencies • Flight status • Reservation changes • Flight crew communications AIRLINE/TRAVEL • On-boarding • Claim process • Renewal reminder INSURANCE • On-boarding • Potential Fraud Notification • Payment reminders • Card activation • Overdraft notification BANKING/ CREDIT CARD • Sale alerts • Delivery notifications • Product recalls • Order confirmation RETAIL • Program information • Tax reminders • Political campaign GOVERNMENT • Outage status • Crew callout • Service updates • Disconnect UTILITIES • Loan originations • Collections • Status updates MORTGAGE/ LOAN
    • 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 Consumers Have ~ 28 Digital Relationships EMPLOYERS Consumers are bombarded, distracted and difficult to engage
    • 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. 16CONFIDENTIAL • Varolii Corporation • All Rights Reserved PUSH VOICE APPS TEXT EMAIL WEB Change Factor – Smartphone: The Converged Interaction Device Orchestrated Customer Interaction Management
    • 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 Personalization and Analytics Increase customer engagement Traditional Automated Outbound Record/Transaction Based ONE-TO-MANY Personalized Timely ONE-TO-ONE Verizon Proactive Contact
    • 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 What Makes Proactive Contact Different Key Benefits that drive business results Cross Channel The next message sent is a direct result of the outcome of the previous message Interaction Analytics & Reporting Gain insight into performance and results Compliance Tools Help address industry requirements and guidelines
    • 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 Challenges • Low patient reach • Low patient engagement • High rate of missed appointments “One thing we learned from Varolii was to ask our patients how they wanted us to interact with them.” Case Study: Leading Healthcare Provider Engages more patients and enhances the patient experience Solution & Results Patient Engagement solution to deliver personalized interactions to patients on their preferred communication channel, making it easier to take action and manage health issues • 25% reduction in missed appointments • Improved revenue value from freed-up appointments • 2% improvement in patient satisfaction scores • 94% patient engagement rate
    • 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 Challenges • Keep pace with customer demand for new home loans and refinancing without sacrificing quality of service or overburdening loan processors “There was a concern for how we were going to keep our customers informed of their progress through each stage of the loan approval process. Varolii solved that problem for us” - Vice President, Mortgage Case Study: Leading Financial Institution Keeps borrowers informed throughout the mortgage loan process Solution & Results Automate loan status updated to put borrowers at ease during the loan approval process and improve customer satisfaction throughout loan process • Deflected 65% of inbound calls to the contact center • Achieved 90% customer engagement • Improved client satisfaction scores by 9.4%
    • 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. 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/

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