Customer Experience 2011 trends


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Customer Experience 2011 trends

  1. 1. © Copyright 2011, Virtuoz. All rights reserved.Material in this presentation can be copied on condition that “Source: Virtuoz” is included ina clearly visible fashion next to the copied material.<br />25, March<br />Global Trends In Contemporary Customer Service<br />Laurent Landowski<br />
  2. 2. Customer Experience Function Driving New Customer Service Metrics<br />90% of North American companies with revenues of $500 million or more view customer experience as critical or very important to their company’s strategy<br />2<br />Increasing focus on agent performance analytics<br />Accessability<br />Usability<br />Resolution<br />ROI calculations that account for the benefits or improved customer experience<br />NEW<br />NEW<br />
  3. 3. New Customer Service Analytics<br />Net Promoter Score remains a critical KPI for customer service<br />Expanded CSAT surveys for the intelligent virtual agent including NPS questions<br />Metrics are expanding to include broader customer experience<br />Accessibility <br />Need to ensure that eDeflection does not come at the expense of making it difficult to engage customer service<br />Rising importance of personalized first point of contact<br />Survey issued after IVA, live chat, phone or email. On a scale of 1-5 how accessible is our company’s customer service<br />Usability<br />Survey: On a scale of 1-5 how easy is our is it to use the web self service options<br />Overall and individual channel scores<br />Web analytics: How many clicks to resolution<br />Resolution<br />Resolution Rate of each channel<br />Escalation Rate to more expensive channels<br />3<br />NEW<br />NEW<br />
  4. 4. Common 2011 Trends: Voice of the Customer<br />Forrester:<br />“Companies will be doubling-down on their efforts to put end-to-end feedback processes in place….including sentiment analytics.”<br />36% of French eCommerce companies cited VOC as one of the key value drivers for ROI*<br />VirtuOz invest in the Voice of the Customer<br />4<br />*Benchmark Survey JAN 2011<br />
  5. 5. 2011 Trend: First Point of Contact<br />Digital Customer Relationships require the 24X7 accessibilty and instant response of self-service with the response effectiveness of human-assisted channels<br />Goal to achieve 100% response success<br />72% of US consumers don’t want to engage with a live person to address service issues*<br />Right Channeling: “Cost savings are certainly an objective — but not at the expense of customer satisfaction. Right-channeling means providing customers with a satisfying service experience through the most cost-appropriate channel.”*<br />5<br />* Source: Forrester<br />
  6. 6. 2011 Benchmark Analyst Survey of French eCommerce Companies<br />41% indicated a value driver of IVA is “Right Channeling”<br />6<br />
  7. 7. 2011 Benchmark Analyst Survey of French eCommerce Companies<br />Top 3 most promising emerging applications for Intelligent Virtual Agents involve the IVA as a first point of contact<br />7<br />
  8. 8. VirtuOz Success Stories for First Point of Contact<br />8<br />
  9. 9. Common 2011 Trends: Mobile Becomes Critical<br />Forrester:<br />“Expect mobile customer service solutions to become more comprehensive, but not equally supported on all popular mobile systems currently available”<br />Gartner:<br />“By 2013, 80% of businesses will suffer a revenue loss from not supporting Web-based customer service on mobile devices.”<br />Two IVAs deployed on the iPhone<br />9<br />PayPal<br />Avocats<br />