Top 5 Trends in Customer Service Innovation eBook


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Today’s CRM technologies are an epic fail when it comes to consistent customer service. Discover a better way. Find out how to make endless transfers a thing of the past for your organization.

Download this eBook by Steve Kraus of Pegasystems to learn the 5 key trends in customer service innovation.

Are your customers tired of being lost in the Bermuda Triangle of interrupted customer service? Download this eBook to learn:
How social and mobile are changing customer service for the better.
Why tracking long-term customer loyalty gives you the best insight
Why the CRM of the future will throw off the shackles of data
How holistic case management can become the secret weapon for the best customer service

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Top 5 Trends in Customer Service Innovation eBook

  2. 2. In this article, Pegasystems’ Steve Kraus explores 5 keytrends in customer service and how the latest technologycan help transform service delivery. By understandingthese trends and how to respond to them, companiescan drive innovation throughout their customer serviceoperations.Steve KrausSenior Director for CRM and Cloud Product MarketingPegasystems JOIN THE CONVERSATION and tell us what your top enterprise trends are
  3. 3. The Empowered Customer Technology has empowered customers in ways we could never have imagined just 10 years ago. A customer’s relationship with your business is now heavily influenced by social and mobile technologies that not only give them new ways to access service anytime, anywhere, but also empower them with new ways to share their experiences with fellow customers en masse. A customer’s opinion of one service experience can go viral in an instant, causing an enormous and lasting impact on a company’s brand and reputation.3 TOP 5 TRENDS IN CUSTOMER SERVICE INNOVATION WWW.PEGA.COM SHARE THIS EBOOK:
  4. 4. Using Technology to Drive Innovation Keeping the customer happy by delivering service that is fast, accurate and convenient is of crucial importance to building long-term customer loyalty. But it’s not the only consideration. Companies have to thoughtfully balance the customer’s needs with their business goals – revenue growth, productivity and regulatory compliance. The good news is that incredible advances in technology enable superior customer service and empower the business side of the house to make changes to the application in real time to address shifting customer, regulatory and business needs. Let’s look at five key trends in customer service and how you can use technology to successfully address them.4 TOP 5 TRENDS IN CUSTOMER SERVICE INNOVATION WWW.PEGA.COM SHARE THIS EBOOK:
  5. 5. TREND The 360º View Has Given Way To High-Definition# 1 Customer Service For the past 10+ years, CRM vendors have worked to convince you that if you migrate all your data into one place and train your customer service representatives (CSRs) to find the useful pieces of information among the data overload, then you could deliver an efficient and high quality customer interaction. What we have learned over time is that this 360º view is just not enough. Data is critical in every interaction, but technology now enables you to access data wherever it is stored – without migration and in real time – in order to apply context throughout an interaction to ensure that the experience is relevant. The latest technology takes this further, enabling you to capture your goals, your customer’s goals and your best practices directly in your customer service system, and the system will automatically apply those goals throughout a guided service process. This is true high-definition customer service. DATA + INTENT + PROCESS = HIGH DEFINITION5 TOP 5 TRENDS IN CUSTOMER SERVICE INNOVATION WWW.PEGA.COM SHARE THIS EBOOK:
  6. 6. TREND Silos Are Falling and Real First-Contact# 2 Resolution Is Rising For decades, service organizations have focused on first-contact resolution. However, technology limitations meant that they have really just been delivering first-contact answer. Once a call left the contact center and went to the back office for follow up, or involved other channels or groups, the contact center would declare victory. Call taken. Question answered. The real question is: Was the issue actually resolved? Businesses can now deploy dynamic case management capabilities beneath their existing contact center desktops to finally deliver on the promise of true first-contact resolution. These capabilities enable business owners to identify their key contact types, capture their best service processes and automatically deliver resolutions without unnecessary human intervention. The power of dynamic case management ensures inquiries no longer fall through the cracks between the front office, back office or the customer. Dynamic cases ensure each interaction follows a straight-through process from initial inquiry to ultimate resolution. CUSTOMER Needs help Purchase Prevent a Commit with . . . More Defection Fraud REPORT RESEARCH ROUTE RESPOND DYNAMIC CASE MANAGEMENT RECEIVE RESOLVE Real-Time Integration Customer Transaction Account 3rd Party Data Data Data Data6 TOP 5 TRENDS IN CUSTOMER SERVICE INNOVATION WWW.PEGA.COM SHARE THIS EBOOK:
  7. 7. TREND Social and Mobile Need to be Part of a Customer# 3 Engagement Hub Social applications and smart mobile devices have fueled staggering innovation, and while that innovation will continue at a breakneck pace, it is time to accept the fact that social and mobile are a core part of the customer service ecosystem. They can no longer be developed and maintained as independent and isolated capabilities. Technology that delivers a unified multi-channel hub can blend social and mobile contacts with contacts from traditional channels such as the Web, email, phone and even mail. Advancements allow customers to start in the most convenient channel and transition to other channels as the conversation dictates, without losing context and taking advantage of channel-specific features, such as cameras and locational services. Just as important as multi-channel execution is the multi-channel design for your hub that enables you to “design once, run anywhere” so you get massive amounts of reuse and can easily adapt as new channels arise. CUSTOMERS COMPANY Service Operational Inquiry Goals Contextual Best Practice Resolutions Service Processes Relevant Operational Offers Visibility7 TOP 5 TRENDS IN CUSTOMER SERVICE INNOVATION WWW.PEGA.COM SHARE THIS EBOOK:
  8. 8. TREND Improve Service and Sales with# 4 Next-Best-Action We have all experienced the occasionally successful attempts to have CSRs push irrelevant and generic cross-sell, up-sell and retention offers at inappropriate times. Most of the time, customers get frustrated and offer conversion rates have remained abysmally low. Technology now enables organizations to focus on their ultimate goal – building customer lifetime value. With Next-Best-Action capabilities, you can dynamically arbitrate across a number of operational goals and customer treatments to ensure the best outcome from each interaction. Within the servicing system, you can configure customer strategies that predict likely outcomes and dynamically react to deliver the Next-Best-Action for each situation in real time. Whether it is to collect an outstanding bill, complete a service inquiry or present a personalized and timely up-sell offer, Next-Best-Action ensures your business does the right thing for your customer and your bottom line. 1:1 Business Case8 TOP 5 TRENDS IN CUSTOMER SERVICE INNOVATION WWW.PEGA.COM SHARE THIS EBOOK:
  9. 9. TREND It’s Time to Get Proactive# 5 Too often companies wait until customers are frustrated enough to endure 10 minutes on hold to complain or find a resolution. Or customers just give up and defect – the worst possible outcome. Now, you can use your rich store of data to detect patterns of customer needs and behaviors and proactively intervene with a service action. You can use predictive analytics, advanced business rules and automated processes to recognize and correct an issue – in many cases before a customer even knows he or she has a problem. The possibilities are endless for proactive service. Consider a few examples: `` If a customer is paying a bank transfer fee each month, an email can be pushed to her suggesting a new account type that better fits her needs and before she complains. `` When the status changes on a policyholder’s pending insurance claim, you can push an automated notification. `` If you know there is a fix to the OS for a customer’s mobile device, it can be automatically pushed to the individual. T AD ER V AL IS E R EC P ME OM EL ND H REACTIVE PROACTIVE X 9 TOP 5 TRENDS IN CUSTOMER SERVICE INNOVATION WWW.PEGA.COM SHARE THIS EBOOK:
  10. 10. Pega - Driving Innovation into Customer Service Delivery The worlds leading organizations are deploying Pega to successfully address these trends. Pega solutions can help you transform your service delivery so that you can optimize the outcome of every interaction for your customer and your business. Pega enables a “customer engagement hub” – a coordinated, consistent environment that provides customers with a service experience that is personalized, relevant, efficient and available over every channel. At the same time, service organizations can function at peak performance with dynamic, automated processes that guide users to resolution, eliminate manual work and seamlessly integrate with the back office. And because change is the only constant in today’s world, Pega enables continuous innovation with its “Build for Change®” technology, enabling business users to directly capture goals in dynamic service processes for immediate response to new market opportunities, competitive challenges and regulatory change. NET PROMOTER COSTS SCORE® Net Promoter Score, Net Promoter and NPS are registered trademarks of Bain & Company, Satmetrix Systems and Fred Reichheld.10 TOP 5 TRENDS IN CUSTOMER SERVICE INNOVATION WWW.PEGA.COM SHARE THIS EBOOK:
  11. 11. About PegasystemsPegasystems revolutionizes how leading organizations optimizecustomer experience and automate operations. Our patented Buildfor Change® technology empowers business people to create andevolve their critical business systems. Pegasystems is the recognizedleader in business process management and is also ranked as aleader in customer relationship management software by leadingindustry analysts.For more information, please visit us at THIS EBOOK:© Copyright 2013 Pegasystems Inc. All rights reserved.All trademarks are the property of their respective owners.