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Viclone Webinar 21/08/13
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Viclone Webinar 21/08/13

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Slides from Viclone first webinar held on 21/08/2013. …

Slides from Viclone first webinar held on 21/08/2013.

Interactive self-service solutions: how, where and why small businesses should use these powerful tools

Published in: Education, Business, Technology

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  • 1. Interactive self-service solutions: how, where and why small businesses should use these powerful tools WELCOME TO THE WEBINAR START TIME: 4PM CEST, AUGUST 21ST 2013
  • 2. Today’s Agenda  Introductions  Presentation from Alexander Malov, Viclone CEO  Interactive self-service solutions: how, where and why small businesses should use these powerful tools  Q&A
  • 3. Benefits  You will learn:  Importance of CX to company’s top and bottom lines  Online self-service best practices  Importance of self-service at all stages of the sales cycle  Value and benefits of self-service for businesses, big and small  And much more.  Benefits  All participants will receive a 50% discount coupon on Viclone products  A certificate of completion/attendance
  • 4. Interactive self-service solutions: how, where and why small businesses should use these powerful tools ALEXANDER MALOV, VICLONE CEO AUGUST 21ST 2013
  • 5. THE CUSTOMERS HAVE SPOKEN! 86% OF CONSUMERS HAVE QUIT DOING BUSINESS WITH A COMPANY BECAUSE OF BAD CUSTOMER EXPERIENCE, THAT’S UP FROM 59% 4 YEARS AGO. Source: Harris Interactive, Customer Experience Impact Report IT TAKES 12 POSITIVE SERVICE EXPERIENCES TO MAKE UP FOR ONE NEGATIVE EXPERIENCE. Source: “Understanding Customers” by Ruby Newell-Legner 78% OF CONSUMERS HAVE BAILED ON A TRANSACTION OR NOT MADE AN INTENDED PURCHASE BECAUSE OF A POOR SERVICE EXPERIENCE! Source: American Express Survey, 2011
  • 6. TOP DRIVERS FOR CXi 42% 33% 32% IMPROVE CUSTOMER RETENTION IMPROVE CUSTOMER SATISFACTION INCREASE CROSS- SELLING AND UP-SELLING Source: Aberdeen report – Customer Experience Management: Engaging lLoyal Customers to Evangelize Your Brand
  • 7. CORRELATION BETWEEN CXi AND LOYALTY METRICS
  • 8. BETTER CUSTOMER EXPERIENCE CAN BE WORTH MILLIONS IN ANNUAL REVENUE
  • 9. COMPANIES ARE LISTENING … 20% 80% 10% 90% 90% OF NORTH AMERICAN FIRMS VIEW CUSTOMER EXPERIENCE AS IMPORTANT OR CRITICAL. Source: Forrester’s The State Of Customer Experience, 2010 80% OF THE FIRMS WOULD LIKE TO USE CUSTOMER EXPERIENCE AS A FORM OF DIFFERENTIATION. Source: Forrester’s The State Of Customer Experience, 2010
  • 10.  Enterprise is better equipped to handle the challenge of improving customer experience whereas small business are, as always, at a disadvantage.  Enterprise can throw money at the problem and are primarily concerned with CX cost optimization.  Small businesses don’t have the funds maintain 24/7 call centres, chat operators etc. and are facing the additional challenge of having to achieve more with less human and monetary resources.  Small businesses are at a disadvantage stuck using old and broken customer service paradigms.
  • 11. SMB CUSTOMER SERVICE
  • 12. THE PROBLEM ACCORDING TO CONSUMERS, CUSTOMER SERVICE AGENTS FAILED TO ANSWER THEIR QUESTIONS 50% OF THE TIME. THESE SOLUTIONS REQUIRE TREMENDOUS HUMAN INVOLVEMENT TO OPERATE 24/7. THEY ARE NOT IMMEDIATE AND IT OFTEN TAKES HOURS TO RESPOND TO A CUSTOMER.
  • 13. The Solution: Interactive Self- Service DO MORE WITH LESS
  • 14. WHAT CUSTOMERS EXPECT 70% EXPECT THE COMPANY WEBSITE TO INCLUDE A SELF-SERVICE APPLICATION! Source: The Self-Serving Economy, SSI & No Problem, Prof. Steven Van Belleghem
  • 15. WHAT CUSTOMERS EXPECT 45% PREFER SELF-SERVICE TO HUMAN CONTACT FOR THEIR FUTURE CONTACT WITH COMPANIES Source: The Self-Serving Economy, SSI & No Problem, Prof. Steven Van Belleghem
  • 16. THE OLD RULE: “IF WE REACT WITHIN 24 HOURS, WE ARE DOING AN AMAZING JOB” IS OFFICIALLY HISTORY
  • 17. A LIVEPERSON SURVEY FOUND 71% OF CUSTOMERS DEMAND ANSWERS WITHIN FIVE MINUTES, AND 33% IMMEDIATELY.
  • 18. DEMAND FOR SELF-SERVICE IS DRIVEN BY CONSUMER! Increase In Customer Loyalty Increase In Sales Happier Clients Self-Service Leads To Higher Efficiency Consumers See Self-Service As The Perfect Solution To Their Demands
  • 19. SELF-SERVICE IS NOT JUST ABOUT CUSTOMER SUPPORT! Pre- Sales 70% of a decision is made BEFORE a potential customer contact you! 56% Prefer a Self- Service Solution vs. 27% whom prefer to use the phone Sales Self-Service at the point of sales is very important Post- Sales 48% Prefer a Self- Service Solution vs. 35% whom prefer to use the phone A great post-sales experience increases customer loyalty and leads to repeat sales!
  • 20. SELF-SERVICE BUSINESS CASE DRIVERS Cost Saving ◦ Users find solutions themselves in the knowledge base ◦ Unnecessary support ticket avoidance ◦ Creation of more detailed tickets ◦ Lowest cost per contact Cost Avoidance ◦ Inexpensive approach for gathering customer intelligence ◦ Additional product feedback ◦ Enriching knowledge bases using customer generated content Revenue Retention ◦ Users see web self-service as a necessity NOT an option Revenue Creation & Growth ◦ Additional leads ◦ Identify new up and cross-selling opportunities
  • 21. INTERACTIVE SELF-SERVICE ADVANTAGES  Proactive customer support and self- service that benefits in the short and long term  Improve customer retention and loyalty  Organic Knowledge Base Improvement  Cheapest and most cost-effective solution!  Tremendous cost savings via: ◦ 200-400% increase in support ticket deflection. ◦ Filter out questions that really demand human intervention  Dramatically increase call/response capacity  Invaluable customer intelligence  Track and analyse behaviour and trends.
  • 22. viClone viCloning Viclonize your business! viCloning
  • 23. WE SHOULD KNOW … ViClone’s virtual agents have helped more than 50,000,000 people find answers to over 175,000,000 questions!
  • 24. WE SHOULD KNOW … ViClone’s Monica deployed at Telefonica S.A. (Spain) is helping hundreds of thousand people every month to find solutions to problems and queries with no human involvement. http://vimeo.com/53098635
  • 25. VIRTUAL AGENT ADVANTAGES Unlike static FAQs and traditional site search, virtual agent technology allows customers to ask questions in normal, conversational style language, with the ability to deliver the precise answer. Instead of having to jump through hoops or wade through an inaccurate self-help menu, customers can simply type in their question and have the single right answer in seconds. Essentially, virtual agents will leave customers feeling less frustrated and more likely to have a better impression of the company.
  • 26. VIRTUAL AGENT ADVANTAGES Advanced analytics tools allow small companies to take advantage of the kind of analysis big companies have in maximizing insights gleaned from knowing what customer are searching for. Use this data to evolve your site offerings. A report that shows the most commonly asked questions, for example, can help you understand what your users are looking for. A report that shows what users are asking for and NOT finding opens up the opportunity to add content, products or services in that area.
  • 27. HUMAN VS. VIRTUAL AGENTS Qualities of a Human Agent Viclone Automated Agent Usually Sometimes Rarely Usually Sometimes Rarely Immediate answer ● ● Dialogue in language ● ● Clear and precise dialogue ● ● Courteous manner ● ● Empathy ● ● Confidentiality ● ● Access to complete contact history ● ● Access to customer databases ● ● Structured interaction focused on problem solving ● ● Unstructured interaction focused on problem solving ● ● Ability to control interaction to stay on point ● ● Ability to present offers based on known preferences ● ● Ability to complete basic transactions ● ● Ability to complete complex transactions ● ● Insure compliance with applicable laws and regulations ● ● Determine if purpose of call has been completely resolved ● ●
  • 28. ENTERPRISE GOT THE MEMO According to Gartner by 2015, 50 percent of online customer self-service search activities will be via a virtual assistant at least 1,500 large enterprises. Use of VAs can result in profound cost savings and increased customer loyalty to simply the entertainment of having a robotic presence on a website. But the number of organizations adding this capability is growing by 20 percent per year, especially in travel, consumer goods, telecommunications and banking.
  • 29. WHAT INTERACTIVE SELF-HELP MEANS TO SMALL BUSINESSES Previous economic revolutions gave us the tools to make, buy, move and sell things. This technology removes time, location and scale as factors.
  • 30. viCloning makes it possible for any company to have a full-featured intelligent virtual agent up an running on the web on mobile in a matter of minutes!  True 24/7/365 customer service and support solution.  Simple to implement and manage. No IT skills required.  Powered by an advanced Natural Language Processing Engine.  Unique automatic and proactive VA trainers.  Supports 35+ languages.  Integrated cross-selling, up-selling and co-browsing tools.  Integrated intelligent live chat with automatic training.  Comprehensive statistics, analytics and reports. http://vimeo.com/62731843 Sign Up → Import FAQ or Live Chat → Voila!
  • 31. viClone viCloning Viclonize your business! viCloning

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