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Retaining customers and agents - the dual customer service strategy


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We address the changing world of customer service engagement – both in terms of client expectations and how organisations must support their service teams in meeting them.

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Retaining customers and agents - the dual customer service strategy

  1. 1. EVOLVING CUSTOMER DEMANDS The rise of the use of mobile devices means that customers expect to move seamlessly between channels when interacting with businesses and brands. Generation C (for Connected) is not defined by age or disposable income, but rather their behaviours – it simply means that our audience is “always-on” and expects us to be as well. 64% of customers typically begin their customer interaction online.
  2. 2. OMNI CHANNEL MORE THAN MULTI CHANNEL “90% of consumers expect consistency and continuity across channels.” “Customers use, on average, 2.7 channels during the course of a single enquiry.” “Four interchangeable channels emerge as the most regular ways in which consumers are willing to engage.” “Email (82%), telephone (72%), live-chat (58%) and online self-service & FAQs (56%) are the leading customer service channels.” Sources: Aberdeen “Empowered Customers Demand a Seamless Experience)” Forrester Consulting: “The Mandate for Intelligent Customer Service” Microsoft “2015 UK State of Multichannel Customer Service”
  3. 3. DIGITAL CUSTOMERS EXPECT SPEEDIER RESPONSES Live chat has the highest satisfaction levels for any customer service channel, with 73%, compared with 61% for email and 44% for phone. Source:
  4. 4. THE RISE OF ONLINE COMMUNITIES 84% of consumers use web or mobile self-service to find answers, and people increasingly rely on forums and communities to resolve issues. This digital approach is an extension of human behaviour to trust their peers and seek recommendations in order to minimise risk. There has been an 81% increase in use of online forums and communities for self-help. Source: Kate Leggett, Forrester Research “Customer Lifecycle Journey”
  5. 5. CUSTOMER CHOICE DRIVING FURTHER COMPLEXITY IN SERVICE On average 2.7 channels are used over the course of a single service enquiry, but 90% of consumers expect consistency across service channels. Yet only 10% of contact centre professionals identify their organisations as “omni-channel capable”. Source: CallCentre IQ
  6. 6. SELF SERVICE BECOMING MORE IMPORTANT “84% of consumers prefer to solve issues on our own and use web or mobile self-service to find answers.” However, agents are still central to resolving issues not met by the self-service approach, so agents are receiving a higher proportion of difficult questions and as such need more support in resolving first line response cases quickly. Source: Forrester - Trends 2016: The Future of Customer Service
  7. 7. INTELLIGENT CASE ROUTING AND MANAGEMENT When a customer does need to log either a complaint or a technical query they are unable to resolve via an online knowledge-base, it’s vital to ensure that cases are routed to the correct department and that the most serious or time-sensitive cases are prioritised accordingly.
  8. 8. ACCESSING AND LISTENING TO CUSTOMER FEEDBACK If you lose a client there were often multiple points of opportunity to keep your relationship beforehand, rather than resting on your laurels when you’ve completed the deal or delivered your product or service. Think about both passive and active forms of gaining customer feedback, so that you are prepared to react as much as you are planning to request views and opinions at certain points.
  9. 9. RETAINING GOOD CUSTOMER SERVICE AGENTS Staff attrition hurts customer satisfaction, as well as slowing down productivity, reducing ROI and customer/agent yield not to mention the hit in employee morale and rising recruitment budgets. By providing integrated learning paths that constantly update skill sets of your agents, onboarding and development is made easier in addition to collaboration and knowledge base exchanges.
  10. 10. WHY MICROSOFT DYNAMICS 365 SOFTWARE? Microsoft Dynamics 365 for Customer Service improves each step of the service experience through five key areas: omni-channel, self-service and communities, agent enablement, knowledge and service intelligence. Microsoft Social Engagement in-built functionality helps your service, sales and marketing teams to listen, react and pre-empt what is being said about your brand or business or marketplace. Because Microsoft Dynamics 365 is an integrated business solution that spans multiple teams, the use of “Voice of the Customer” survey functionality can work with the customer without ever leaving Microsoft Dynamics 365 and losing productivity by switching between tools.
  11. 11. FIND OUT MORE… Download the full whitepaper for free Visit the website
  12. 12. ABOUT US… Prodware UK specialises in the implementation, integration and maintenance of sector specific ERP and CRM business management solutions based on Microsoft Dynamics NAV and Dynamics 365 (AX & CRM). As a Microsoft Gold Partner, we have developed industry solutions for manufacturing, distribution, professional services and holiday park organisations in addition to innovative software for mobility and e-commerce that integrates with business management solutions. A Tier One Cloud Solution Provider (CSP), Prodware Group create, integrate and host IT solutions for businesses. Prodware Group serves more than 20,000 active clients and is the largest Microsoft Dynamics partner in the EMEA region. Prodware Group is present in 15 countries and has a wealth of experience in providing global IT solutions to international customers.