General Presentation The Selfservice company

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General presentation about The Selfservice Company. Please visit www.selfservicecompany.com for more information.

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General Presentation The Selfservice company

  1. 1. Optimizing the online customer journey Sales presentation – Oct 2010
  2. 2. 2 Improving customer experience Saving costs Increasing online sales conversion Gaining valuable insights Starting the dialogue with your customers online
  3. 3. 3 The Selfservice Company answers customer questions online Offices in UK, The Netherlands and Germany (> 85 employees) 60 million questions answered this year Recognized as Gartner Cool Vendor 2010 Selected as Deloitte Fast 50 Rising Star 2010 Every client is a reference
  4. 4. 100% satisfied customers
  5. 5. How can I help you online?
  6. 6. How can I help you online?
  7. 7. Excellent Business case Reduce customer contact costs Average email reduction 50+%, call reduction 15% Increase sales 5% improvement to revenue Improve customer satisfaction Average rating > 8 (out of 10) Improved customer insight Improved processes driven by new customer data
  8. 8. 8 How many of your customers prefer online?
  9. 9. 9 More than 50% prefer online!
  10. 10. 10 More than 60% use online first!
  11. 11. Live case: virtual Kim of KPN Improved Net Promotor Score and customer satisfaction Improved customer insights and central knowledge management
  12. 12. Cost reductions Less emails and calls Better use of valuable employees One central knowledge source Typical ROI less than 3 months
  13. 13. Live case: virtual Eva of Dutch Railways Email reduction next day after implementation 50%
  14. 14. More sales More trust Helping customers complete order forms Replacing order forms by dialogues Behavioral triggering Starting dialogue earlier in customer journey
  15. 15. Live case: virtual Jaap of Ditzo 2 x winner of usability award Highest form completion in the market Fastest growing insurance company
  16. 16. Live case: virtual Rosa of Robeco Succesfull lead generation for mortages Positive customer and prospect feedback
  17. 17. Customer insight What Questions, from who and when? How are the questions formulated?
  18. 18. Key factors for successful implementation Relevance & recognition quality Knowledge maintenance and optimization Interaction design Live fallback – customer choice
  19. 19. Relevance 1 answer for one questions Accuracy (at least 85%) Use of context: where and when is the question asked o Customer profile o Dialogue history o Click behavior o Time o Device o Reference source (Google, banner, emailing..) o …
  20. 20. Knowledge maintenance After implementation the work starts Continuous process for improving, adding and deleting content and recognition rules 40% of expected FAQ are used! Actual customer questions and feedback are leading (not the internal organisation) Multichannel use of knowledge: same answer on all channels
  21. 21. Interaction design Small investment, large impact Female virtual assistant better than male Photo works better than cartoon Use of video looks promising Testing customer experience important!
  22. 22. Live fallback Selfservice should never cause frustration Live fallback: chat, push to call, call me now, email, telephone reference Offer live fallback based on business rules: No recognition Sensitive questions Complaints Huge sales opportunity Customer channel preference Offer undisrupted customer journey Transfer selfservice history to agent One view of the customer Centralised knowledge
  23. 23. Thank you for your time!

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