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Customer Interaction Management

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  • 1. Multichannel. Multilingual. Eptica Web Customer Service Suite Listen to the voice of your customers: They want good service whichever channel they contact you through.
  • 2. Your customers want great service … … whichever channel they contact you through Who we are • Leading European provider of Multi-channel customer interaction software What we do • Transform how you interact with your customers across all customer service channels Result • Improve quality of service • Reduce customer service costs • Increase your sales
  • 3. The Customer Service “Triple Challenge” Goal: High quality customer service, lowest operating cost & an increase in sales conversions Online Migrate customer contact service through online channels  Low cost • Web Self-service Phone  High control • Communities  Migrate  Reduced • Email channel calls  Improve transaction customer times  High cost  Align workflow experience  High volume to business Improved  Low control processes Reduce calls utilisation  Capture of agent customer resources insight to drive sales
  • 4. Deliver a seamless cross-channel service experience Multi-channel customer interaction history Centralised cross channel knowledge base • Don’t treat your customer as a stranger at the next interaction - make historical data on your customers’ interactions available at every channel touch point • Centralise multi-channel customer interaction management, integrate with customer database and back office • Deliver consistent and relevant responses to customer enquiries, whichever channel they contact you through • Use one knowledge base to treat all channels
  • 5. Eptica Enterprise Web Customer Service Suite • Multi channel. Intelligently managed. Integrated. Self-learning.
  • 6. Self learning knowledge base • Dynamic. Self-learning. • Semantic search matches questions to answers • Every interaction with the knowledgebase fine tunes the links between questions and answers • System self-learns from Agent behavior • Agents give feedback and propose content • Content published in a few clicks • No manual indexing • No specialist skills • Back office workload minimized
  • 7. Powerful meaning based search engine Goal • Deliver a consistent and accurate answer Approach • Based on meaning not keywords Result • Improved quality of service • Improved First Contact Resolution • Reduced costs
  • 8. Core strengths • Superior, intuitive online customer experience. First Contact Resolution via Eptica Self-service typically exceeds 90%. E.g. Haven FCR 93% • Advanced ‘meaning based’ search. Fundamental to customer satisfaction and maximum deflection. E.g. only 4.8% of Haven self-service users escalate to contact centre • Email response management specialists. First Contact Resolution via Eptica Email Management more than 90%. E.g. Virgin 91% • Sales enhancement through extending customer interaction management into the enterprise. E.g. Société Générale sales increased by 5% • Multi-language capability with up to 26 languages managed from one solution. Automatic language detection and routing.
  • 9. Answering the Customer Service “Triple Challenge” Goal: High quality customer service, lowest operating cost & an increase in sales conversions Online Migrate customer contact service through online channels  Low cost • Web Self-service Phone  High control • Communities  Migrate  Reduced • Email channel calls  Improve transaction customer times  High cost  Align workflow experience  High volume to business Improved  Low control processes Reduce calls utilisation  Capture of agent customer resources insight to drive sales
  • 10. The Customer Service “Triple Challenge” Goal: High quality customer service, lowest operating cost & an increase in sales conversions Online Migrate customer contact service through online channels Chat • Web Self-service Phone • Communities • Email Email Management channel Web Self-Service Improved Reduce calls utilisation of agent resources to drive sales
  • 11. Eptica Self-service: Simple, intuitive user experience • Top 10 Hitwise site • Record breaking ecommerce growth, inbound contact escalating • After Eptica: only 6.7% of Web self- service users escalate to email • Email First Contact Resolution 90% “One of the reasons we selected Eptica was the simplicity of the system from a user perspective, once we’d decided to go ahead it was up and running within 5 weeks. The contrast before and after Eptica was extraordinary – we couldn’t have handled the Christmas peak this year without it.” Sharon Biltcliffe, customer service manager, Republic
  • 12. First point of contact - accessible help on every web page After Eptica: • only 4.8% of Web self-service users escalate to email • Inbound emails reduced 100% • Email First Contact Resolution 93% • Email handling time reduced from 2.3 to 1.43 minutes • Sales increased 5% Stop FAQ questions getting in the way of sales conversion
  • 13. Panasonic: easy access to product support • Accommodates all search behaviour: - Natural (organic) language and keyword search - Visual navigation to browse-able knowledge base - Intelligent FAQs
  • 14. Exploit multimedia within self-service • Customers can resolve issues in their own time • Removes the need to endure a lengthy customer service call • Improves customer experience • Deflects a significant volume of support calls
  • 15. Eptica Live Chat • For sales: real time visitor monitoring enables you to step in and help customers when they need it e.g. known abandonment points, shopping cart, quotation engine • For service: filter low value unnecessary chats away from customer service by offering as an escalation point from Web Self-service • Features: Rules based invitation engine Automatic rules based distribution Pre-scripted answers Listen to the voice of your customers: Push pages “When I am on your website Co browsing and need help: I want to chat Conversion tracking without having to phone.” Detailed productivity reporting
  • 16. Embrace Social Customer Service • Integrate links to social networks within self-service  Customers can seek answers from the community • Harvest social knowledge for insight and integrate with your self-service knowledgebase • Listen, Interact and respond to social media Communities  Scan social media to detect customer issues  Use Eptica routing capabilities to route events to the right people in the company  Use Eptica workflow to process and monitor these interactions
  • 17. Multi channel universal queue Email Phone Webmail Social Customer Service Letter SMS Fax Skills based matching and other status information is shown graphically
  • 18. Multi-lingual Customer Service – one solution • Automatic language detection, workflow and routing • 26 languages including Chinese • Determines language and content of an inbound enquiry • Routed to agents based on language skills and availability along with the best answer from the knowledgebase in the corresponding language • Available from the Cloud
  • 19. Enterprise wide customer service • Enable internal experts and sales channel to engage in customer service • Different workflows for different enquiries e.g. prospect, existing customer • Integration with IT infrastructure, CRM systems and corporate email directories • Scalable to millions of inbound enquiries - 5,000 to 50,000 enterprise users • Secure authentication to guarantee safety and confidentiality • Complete track and trace visibility of every interaction
  • 20. Answering the Customer Service “Triple Challenge” Goal: High quality customer service, lowest operating cost & an increase in sales conversions Online Migrate customer contact service through online channels  Low cost • Web Self-service Phone  High control • Communities  Migrate  Reduced • Email channel calls  Improve transaction customer times  High cost  Align workflow experience  High volume to business Improved  Low control processes Reduce calls utilisation  Capture of agent customer resources insight to drive sales
  • 21. For more information, please visit www.congex.com