5 Tips for Multi Channel Service

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Presentation by David Lowy,
VP, Product Management at Moxie software. The webex can be found here: http://youtu.be/-yu8D5CUTBQ

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5 Tips for Multi Channel Service

  1. 1. 5 Tips for Productive Multi-Channel ServiceDavid Lowy,Vice President of Product Management
  2. 2. Webinar Logistics Thank you for joining today! Submit questions via the WebEx Chat panel Session will be recorded and sent to attendees with presentation Stay Tuned: special discount offer at end of presentation
  3. 3. Agenda Importance of the Customer Experience The Five Tips: 1. Maximize First Contact Resolution 2. Leverage Your Knowledgebase 3. Right Channel Your Customers 4. Create Great Agent Workspaces 5. Push to the Right Channel Measuring Success Conclusion 3
  4. 4. Importance of the Customer Experience 4
  5. 5. Good Service Is More Important Than Low Prices
  6. 6. What Do Customers Expect?Source: North American Technographics® Customer Experience Online Survey, Q4 2009 6
  7. 7. Social Media Helps Users Get Their Jobs Done By 2014, 10% of the problems currently solved by CSRs will be resolved or influenced by endorsed customer communities. - Gartner
  8. 8. Tip 1: Maximize FirstContact Resolution
  9. 9. Tip 1: Maximize First Contact Resolution Service Delivery Costs vs. Time to Resolve High Cost to Resolve a Service Request 10+ Days 10+ Days > $300 > $300 2 Days 2 Days $155 $155 24 Hours 24 Hours $61 $61 First Contact First Contact $49 $49 Low First Multiple Time to Resolve a Service Request Contact Days Source: ServiceXRG (www.servicerxg.com) 9
  10. 10. Tip 1: Maximize First Contact Resolution 10
  11. 11. Tip 1: Maximize First Contact Resolution Deploy a unified knowledgebase 11
  12. 12. Tip 2: Leverage YourKnowledgebase
  13. 13. Tip 2: Leverage Your Knowledgebase Focus on Dynamic Content 80/20 rule applies • 80% of questions are answered by 20% of your content Outline workflow specifically around mission-critical, high volumecontent • e.g. New policies affecting customers, product recalls, new products Find the balance between perfect and timely content Develop a workflow to drive continuous improvement 13
  14. 14. Build It Together Embrace Web 2.0: Socialize & Collaborate Collaborate, Collaborate, Collaborate • Customers • Partners • Employees Extend content creation • Wikis • Blogs • Forums 14
  15. 15. Tip 2: Leverage Your Knowledgebase Deploy it EVERYWHERE 15
  16. 16. Tip 3: Right Channel YourCustomers
  17. 17. Tip 3: Right Channel Your CustomersSource: December 18, 2009, “It’s Time To Give Virtual Agents Another Look” Forrester report
  18. 18. Tip 3: Right Channel Your Customers Offer online customer service channels to meet your customers’ needs• Self-service • Virtual agent • Click to call• FAQs • Mobile • Proactive or• Site search • Proactive or reactive chat• Virtual agent reactive chat • Co-browsing• IVR • Community • Telephone forumsLow Medium HighComplexity Complexity Complexity 18
  19. 19. Tip 3: Right Channel Your Customers Web Self-Service: Your First Line of Defense • Is your Help Center easy to find? • Does it offer answers to all your most frequently asked questions? • Does it contain a contextual escalation path to live support? • Is search prominently featured? 19
  20. 20. Tip 3: Right Channel Your CustomersEmail Auto Acknowledgement • Setting expectations • Pointing to self-service tools • Bypass Web forms Auto Response with auto-close • 100% accurate? • Describe escalation methods Auto Suggest • Multiple questions • Customer history or data Auto Delete • Thank you • Customer history or data 20
  21. 21. Tip 3: Right Channel Your CustomersChat: Location, Location, Location Every page? “Contact Us” Page? Inflection Points? Proactive vs. Reactive 21
  22. 22. Tip 3: Right Channel Your Customers Proactively engage your customers • Use analytics to determine whether or not to engage a customer • Use metrics to create conditions and rules for candidates • Rule and agent initiated customer engagements Leverage existing Web content during session • Teach agents the customer experience • Use Chat Text and Page Push Data Collection • Name • Email Address • Subject • Hidden Data 22
  23. 23. Tip 4: Create Great AgentWorkspaces
  24. 24. Tip 4: Create Great Agent Workspaces Provide access to 80% of needed information 80% of the time Customize workspaces based on agent skills Provide simple integration to data – invoices, billing, histories 24
  25. 25. Tip 4: Create Great Agent WorkspacesA workspace is a user interface which enables an agent to perform day-to-day activities effectively. Flexibility – Map workspaces to business processes • Role-based user interfaces • Channel-specific agent workspaces • Controlled access to external data Productivity – Everything is one click away • Reduce number of clicks/keystrokes for navigation • Single view • Maximize screen real estate Manageability – Non-programmatic design & deploy • Drag & drop design • Edit / read-only access 25
  26. 26. Tip 5: Push to the RightChannel
  27. 27. Tip 5: Push to the Right Channel 27
  28. 28. Tip 5: Push to the Right Channel 28
  29. 29. Tip 5: Push to the Right Channel 29
  30. 30. Tip 5: Push to the Right Channel 30
  31. 31. Tip 5: Push to the Right Channel On your Web site • Home page • In global navigation • Help page - list channels in the order you want customers to use them Market channels in all customer communication • Work with marketing to create a service awareness program − Educate customers on the service options available to them • Remind customers about available service channels whenever possible in: − Newsletters − Up-sell, cross-sell emails − Direct mail − Brochures 31
  32. 32. Measuring Your Success
  33. 33. What’s Next: Measuring Success Criteria for measuring success: • Transaction Completion Rate • Deflection • Positive Experience • Repeat Use • Increased Time on Site • Conversion Rate • Customer Satisfaction • Revenue • Web Traffic 33
  34. 34. Conclusion Five Tips to Productive Multi-Channel Service 1. Maximize First Contact Resolution 2. Leverage Your Knowledgebase 3. Right Channel Your Customers 4. Create Great Agent Workspaces 5. Push to the Right Channel These tips give you a new model for servicing customers that willincrease agent productivity, reduce cost, and increase profit perinteraction. 34
  35. 35. Thank YouWebinar Wrap Up Special Offer! Session recording and presentation 15% off the purchase of two or will be sent via email more web interaction channels for purchases made over the next 90 days Submit remaining questions via the WebEx Chat panel Existing customers contact your sales rep for additional information Contact Today’s Speaker:David Lowy, New customers visitVice President of Product Management www.moxiesoft.com/mcwebinar toMoxie Software learn moredlowy@moxiesoft.com 35

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