How Intelligent Digital Self-Service with Customer
Analytics Can Lower Costs and Raise Revenue
Moving from “Chat Now” to O...
2
Agenda
• Pitney Bowes
• Customer Engagement
• The benefits of Chat Now
• The Dark Side
• The devolution of customer supp...
3
Innovation…
YEARSOF
INNOVATION
... leads Transformation
4
Reinvention
Astheworldhaschanged
sohasPitneyBowes.
DISRUPTIVE
TECHNOLOGY
DISRUPTIVE
TECHNOLOGY
MECHANICAL
TO DIGITAL
MEC...
5
Customer Engagement
Then…. astonishment at the first
self-service check-outs
6
Customer Engagement
Today…. anytime, anyplace
7
Poll
If your customers can't find what they want online do they:
a) call the call center
b) use chat now
c) email you in...
8
Self-care trends
40%still contact a call
center today after
they can’t find
answers to their
questions via online
self-s...
9
The benefits of Chat Now
• Improvement in customer satisfaction (vs call center)
• Highest customer ratings vs apps and ...
10
The dark side
• Increased volume = Increased headcount
• Can be considered obtrusive or pushy
• Exceptions often revert...
11
Why Chat Now?
• A Quick Fix for Call Center environments
• “Cheap” in the context of additional expense
• Masking the d...
12
The Devolution of Customer Support
The Devolution of Customer Support
12
Call Centers Email Web Forms Online Self CareF...
13
Megatrends – Mobile Reality
91% of people on earth have a mobile phone
56% of people own a smart phone
50% of mobile us...
14
Megatrends – Mobile Reality
“More Mobile Phones than
Toothbrushes”
Google, 2012
15
Megatrends – B2B is B2C
“Consumer buying behavior is
increasingly spilling over to B2B”
Huthwaite Research
16
Megatrends – Where next?
“If you're a competitive person,
that stays with you. You don't stop.
You always look over you...
17
Do you remember college?
• Evolution not Revolution – you do not have a choice
• Understand your customer journeys
• Re...
18
The B Spot
The most sensitive part of your site is the BILL
• Then they go away
• They don’t look at anything else
• Th...
19
Rethinking e‐Billing and Customer Care 
Web estates became isolated silos
Customer
Sticky Here! Sales Happen
Here!
• Si...
20
Evolve from Online Billing to Smart
Interaction & Marketing Analytics
Rethinking Online Self Care
The Smart-Bill
Your O...
21
Customer driven conversations
Customer business portal
Integrates all services
Cross channel
Customer adoption marketing
22
The smart bill opportunity
Monetize Your Billing IQ™
e-Billing
• Central Customer Touch Point
SmartBill
• Deep Personal...
23
What do we do?
We provide industry-leading self-care portals that leverage
bills and statements to create an ongoing cu...
24
Smart bills engage your customer
Value based billing analytics
focuses on savings, not costs
Personalized and targeted
...
25
What Does the Smart‐Bill Deliver?
e-Billing is the sticky center point
The startup hurdle is small
Paperless delivered
...
26
Self Care portals create an ongoing
customer conversation
27
Smart‐Bill architecture
e-Billing is Central
Bill Data is Alive
Changes With Your Business
A Customer Communications Hu...
28
Smart‐Bill architecture
Enterprise , On-Premise
On-Demand, Software as a Service
Large Siebel CRM customers
Smart-Bill ...
29
7 minute results
e-Billing is the Sticky Web
• 4.2 Million eyeball-minutes/month
• 140,000 personalized 30-second comme...
30
What’s your smart‐bill ROI?
You can make more money
Your Customers Become Fans
Act Socially Responsible
Smart‐Bills
Bus...
31
Total solution to meet online needs
Bill-Centered Web, Mobile Web, and IVR Portals
Innovative and Focused
Integrated Mu...
32
Advantages of your online business
Significantly Lower Cost of Ownership
Faster time to market
Lower development cost 
...
33
Deliver customized messages anytime, any channel
Deliver the right message to the right customer at the right time
thro...
34
Deliver customized messages anytime, via any channel
Intelligent customer interaction across channels
Personalized Auto...
35
Conclusions
Chat still essential but must be positioned
Cost will eventually drive live chat to automation
The financia...
36
Self Care
Meet customers online in
3-6 weeks
• Presentment & Smart-
Bills™
• Online payments
• Customer Service request...
37
Where can you find us?
Sorriso Technologies
37
38
Thank you
39
FollowPitneyBowesSoftwareonLinkedIn
http://bit.ly/PBSoftware
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How Intelligent Digital Self-Service with Customer Analytics Can Lower Costs and Raise Revenue: Moving from “Chat Now” to Ongoing Customer Conversations

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With so much business transacting online, customer analytics has become a catalyst for serious enterprise change. By understanding each customer touchpoint, companies can build trust, make more targeted offers, and gain valuable insight about operational efficiencies. With a better awareness of costs, companies can make smarter decisions about how to optimize nearly every aspect of their business.

Register for this Information Management Webcast to learn how today's most cutting-edge companies are using intelligent digital self-service with customer analytics to engage their customers and outpace competitors. Discover the benefits of moving from a "chat now" focus to ongoing customer conversations. Topics covered will include how to enable self-service, derive analytics, increase loyalty, and improve customer interactions across various channels. Attendees will learn best practices for how to maximize customer satisfaction using the latest in enterprise technology.

http://www.pb.com

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How Intelligent Digital Self-Service with Customer Analytics Can Lower Costs and Raise Revenue: Moving from “Chat Now” to Ongoing Customer Conversations

  1. 1. How Intelligent Digital Self-Service with Customer Analytics Can Lower Costs and Raise Revenue Moving from “Chat Now” to Ongoing Customer Conversations Gerhard Heide, Pitney Bowes Konrad Litwin, Sorriso Technologies
  2. 2. 2 Agenda • Pitney Bowes • Customer Engagement • The benefits of Chat Now • The Dark Side • The devolution of customer support • Trends in online self service • The “B Spot” – the most sensitive part of your site • Where next in online self care ? • Conclusions and questions
  3. 3. 3 Innovation… YEARSOF INNOVATION ... leads Transformation
  4. 4. 4 Reinvention Astheworldhaschanged sohasPitneyBowes. DISRUPTIVE TECHNOLOGY DISRUPTIVE TECHNOLOGY MECHANICAL TO DIGITAL MECHANICAL TO DIGITAL DIGITAL COMMUNICATIONS DIGITAL COMMUNICATIONS DIGITAL COMMERCE DIGITAL COMMERCE
  5. 5. 5 Customer Engagement Then…. astonishment at the first self-service check-outs
  6. 6. 6 Customer Engagement Today…. anytime, anyplace
  7. 7. 7 Poll If your customers can't find what they want online do they: a) call the call center b) use chat now c) email you instead d) give up
  8. 8. 8 Self-care trends 40%still contact a call center today after they can’t find answers to their questions via online self-service -Coleman Parkes, 2013 55%of 479 business leaders surveyed in Europe, the Middle East, Africa & Asia Pacific expect their key competitive differentiator will be customer service, ahead of quality and price. -”Service 2020”, The Economist, BDO 85%of all customers will manage their relationship with an enterprise without human interaction by 2020 -Gartner, 2013 25% Of time spent browsing, total time on social media sites -Coleman Parkes, 2013
  9. 9. 9 The benefits of Chat Now • Improvement in customer satisfaction (vs call center) • Highest customer ratings vs apps and web sites • Dramatic improvement in call center KPIs • Reduced physical calls by 40% • Increase in call center conversion ( 8 x ) • Higher volumes with reduced headcount (All sourced from Chat Now provider case studies)
  10. 10. 10 The dark side • Increased volume = Increased headcount • Can be considered obtrusive or pushy • Exceptions often revert to traditional channels (e.g. phone) • Operator personality very subjective • Delays not tolerated • Cost per interaction • Increases the investment in the call center • Tricky to do well in a mobile environment
  11. 11. 11 Why Chat Now? • A Quick Fix for Call Center environments • “Cheap” in the context of additional expense • Masking the disconnect between legacy systems and online • Justifiable on call center reduction
  12. 12. 12 The Devolution of Customer Support The Devolution of Customer Support 12 Call Centers Email Web Forms Online Self CareFace to Face Live Chat Online
  13. 13. 13 Megatrends – Mobile Reality 91% of people on earth have a mobile phone 56% of people own a smart phone 50% of mobile users who use mobile as their primary Internet source 80% of time on mobile is spent inside apps 72% of tablet owners purchase online from their tablets each week http://www.digitalbuzzblog.com/infographic-2013-mobile-growth-statistics/
  14. 14. 14 Megatrends – Mobile Reality “More Mobile Phones than Toothbrushes” Google, 2012
  15. 15. 15 Megatrends – B2B is B2C “Consumer buying behavior is increasingly spilling over to B2B” Huthwaite Research
  16. 16. 16 Megatrends – Where next? “If you're a competitive person, that stays with you. You don't stop. You always look over your shoulder.” Magic Johnson
  17. 17. 17 Do you remember college? • Evolution not Revolution – you do not have a choice • Understand your customer journeys • Retaining a customer cheaper than winning a new • Automation is inevitable • Constantly challenge the status quo • Plan for change now
  18. 18. 18 The B Spot The most sensitive part of your site is the BILL • Then they go away • They don’t look at anything else • They don’t come back for a month • But they always come back! One of our large accounts with traditional e-Billing called and said, “John, we just discovered that each month, over 600,000 customers log into our system and spend an average of 7 minutes poking around their bill.” Some say eyeballs are worth $95/pair. That’s $57,000,000 for our customer!1 1 “Eyeballs are now worth about $95/pair” -- http://kameir.com/eyeball-valuation Is e-Billing just a necessary chore or is it a massive market opportunity?
  19. 19. 19 Rethinking e‐Billing and Customer Care  Web estates became isolated silos Customer Sticky Here! Sales Happen Here! • Sites are linked ONLY by single sign-on, menus, and branding • e-billing, service, and commerce, are disconnected • The technology/cost hurdle forced compromise • It’s virtually impossible to leverage
  20. 20. 20 Evolve from Online Billing to Smart Interaction & Marketing Analytics Rethinking Online Self Care The Smart-Bill Your Opportunity
  21. 21. 21 Customer driven conversations Customer business portal Integrates all services Cross channel Customer adoption marketing
  22. 22. 22 The smart bill opportunity Monetize Your Billing IQ™ e-Billing • Central Customer Touch Point SmartBill • Deep Personalization at Low Cost Billing IQ • ROI Leverage
  23. 23. 23 What do we do? We provide industry-leading self-care portals that leverage bills and statements to create an ongoing customer conversation Persona Smart Bill™ (Interactive Bill Presentation) Persona Smart Bill™ (Interactive Bill Presentation) Marketing & Spend Analysis Marketing & Spend Analysis Account & Service “Self-Care” Account & Service “Self-Care” Personalized Messaging & Offers Personalized Messaging & Offers
  24. 24. 24 Smart bills engage your customer Value based billing analytics focuses on savings, not costs Personalized and targeted help, messaging, and services based upon detailed customer knowledge Quick clear statement summary and explanations with breakdown, drilldown, and line item in-bill help Personalized offers based upon billing information, customer behavior, and other business sources Clear, actionable, two way, personalized workflow based communications with your customer; email, IVR, mobile, SMS
  25. 25. 25 What Does the Smart‐Bill Deliver? e-Billing is the sticky center point The startup hurdle is small Paperless delivered Reduced call center calls and CHAT NOW reduction Customer retention through use cases Bill centered marketing enabled by Billing IQ
  26. 26. 26 Self Care portals create an ongoing customer conversation
  27. 27. 27 Smart‐Bill architecture e-Billing is Central Bill Data is Alive Changes With Your Business A Customer Communications Hub • Web • Mobile-Web • Interactive Voice Response • Email • SMS Bill centered architecture that drives all customer care and communications
  28. 28. 28 Smart‐Bill architecture Enterprise , On-Premise On-Demand, Software as a Service Large Siebel CRM customers Smart-Bill solutions allow you to target both consumer and business customers
  29. 29. 29 7 minute results e-Billing is the Sticky Web • 4.2 Million eyeball-minutes/month • 140,000 personalized 30-second commercials • A current value of $57,000,0001 Smart-Bill saves cost – CFO $9.6M/year • Paper -- $7.2M annually at $1/bill • Service -- $2.4M annually at .5 calls/customer costing $8/call Billing IQ grows customers – CMO $15.8M/year • Churn -- $1.8M annual savings for a 1% change, online customers only • New Sales -- $14M annually if $2 average monthly increase/customer Time M onetize YourB illing IQ – D o B etterThings Efficiency – Do Things Better 0 With SmartBill technology, billers dramatically move the ROI needle And how does our client with 600,000 leverage that 7 minutes?
  30. 30. 30 What’s your smart‐bill ROI? You can make more money Your Customers Become Fans Act Socially Responsible Smart‐Bills Business  Profitability Consumer Benefit Social  Responsibility
  31. 31. 31 Total solution to meet online needs Bill-Centered Web, Mobile Web, and IVR Portals Innovative and Focused Integrated Multi-Channel Communications
  32. 32. 32 Advantages of your online business Significantly Lower Cost of Ownership Faster time to market Lower development cost  Faster deployment of enhancements into production Manage an Integrated Multi‐Channel Communication Solution Centrally manage all your communications print and  electronic Create personalized customer communications Build cross channel branding and marketing
  33. 33. 33 Deliver customized messages anytime, any channel Deliver the right message to the right customer at the right time through their preferred channel Integrated location, operational and customer data intelligence Business users quickly and easily create, manage and centrally control all personalized communications –- transactional, interactive and on-demand Intelligent distribution to preferred channel – Mail – Web self-service and e-Billing – Agent and Call Center self-service – Two-way e-Mail and SMS communications – App Exchange
  34. 34. 34 Deliver customized messages anytime, via any channel Intelligent customer interaction across channels Personalized Automation = Efficiency Reduce Call Center costs Deploy an online experience rapidly at known cost Build customer loyalty with branded communications Reduce enterprise-wide content creation costs Ensure regulatory compliance
  35. 35. 35 Conclusions Chat still essential but must be positioned Cost will eventually drive live chat to automation The financial interaction is the first opportunity Customer Driven not pushed Web Self Care must evolve to anticipate In order to anticipate you must monitor and understand your customer interactions
  36. 36. 36 Self Care Meet customers online in 3-6 weeks • Presentment & Smart- Bills™ • Online payments • Customer Service request forms • Configure & track simple marketing campaigns • Customer profile management • Self-registration, secure sign-on • Email & SMS notifications • CSR • Customer branding & mobile app • Monitor usage & web analytics Enterprise Self Care Custom integrated site • Self Care + • Achieve up to 65% operational savings • Custom user experience • Consolidate multiple lines of business • Integrate all back-end systems • Update & extend your site quickly • Connect with your enterprise campaign management • Integrate enterprise portals & SSO • Support customers with 1000’s of services • Hierarchical spend analysis Cloud Operate in The Cloud • Self Care or Enterprise Self Care • Expertly managed, 24x7x365 • Standard 99.95% availability • Scales to meet unexpected demand • Operational in just days • Zero IT infrastructure investment • No on-premise equipment • Hosted on Amazon Web Services Solutions For Billers Large and Small
  37. 37. 37 Where can you find us? Sorriso Technologies 37
  38. 38. 38 Thank you
  39. 39. 39 FollowPitneyBowesSoftwareonLinkedIn http://bit.ly/PBSoftware
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