SECOND COMING OF EMAIL how to use email for customer service to effectively provide good service to your customers esteban kolsky vp & practice leader KANA

DID YOU KNOW? Source: eVergance

DID YOU KNOW? Source: eVergance

DID YOU KNOW? Source: Gartner, eVergance TYPE A ADOPTION TYPE B ADOPTION TYPE C ADOPTION TROUGH OF DISILLUSIONMENT SLOPE OF ENLIGHTENMENT PLATEAU OF PRODUCTIVITY PEAK OF INFLATED EXPECTATIONS TECHNOLOGY TRIGGER VISIBILITY MATURITY ERMS

DID YOU KNOW? Source: eVergance COST FOR PHONE CALL – TECHNICAL SUPPORT $ 8.50 19 MINUTES COST FOR NON-AUTOMATED EMAIL– TECHNICAL SUPPORT $ 6.50 SLA-DRIVEN COST FOR AUTOMATED EMAIL– TECHNICAL SUPPORT $ 0.00 $ 2.50

CATEGORIZATION  INTERACTIVE COMMUNICATIONS + KM, CM, AND CRM INTEGRATION + SLA-DRIVEN ESCALATION + EMAIL IS THE BEST CHANNEL COMPLEX, MIXED INFORMATION +

 LEVEL 0, LEVEL 1, AND SOME LEVEL 2 INQUIRIES AND TRANSACTIONS MUST BE AUTOMATED TO REDUCE RESPONSE TIME, INCREASE SATISFACTION CREATE SCRIPTS AND TAXONOMIES FOR AUTOMATING LEVEL 0, 1

 DETERMINE PROPER RETURN TIME ADVERTISE RESOLUTION TIME MEASURE SERVICE METRICS ENFORCE SERVICE LEVELS GET SATISFIED CUSTOMERS! AIM TO RETURN RESPONSES IN FOUR TO SIX HOURS – MANAGE SLAS

 DON’T WORRY ABOUT TRADITIONAL EFFICIENCY METRICS FOCUS INSTEAD ON EFFECTIVENESS FTR, EFFECTIVENESS, SATISFACTION, AUTOMATION, ESCALATION, AND OPTIMIZATION METRICS

 ENSURE THAT EMAIL CONTINUES TO BE USEFUL, FOCUS ON PROCESS, IMPLEMENTATION, TRAINING – FROM THE CUSTOMER’S PERSPECTIVE IMPLEMENT FEEDBACK MECHANISMS, TIE THEM TO STRATEGIC GOALS

 THIS IS NOT YOUR TYPICAL CALL CENTER, OR EVEN CONTACT CENTER – THIS NEEDS DIFFERENT SKILLS AND RESOURCES TRAIN FOR CASE MANAGEMENT, TYPING, LANGUAGE SKILLS, SATISFACTION, RESOLUTION

esteban kolsky vp & practice leader eVergance [email_address] Questions?