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5 TIPS FOR PRODUCTIVE MULTI-CHANNEL
CUSTOMER SERVICE
• Thank you for joining us. We will begin promptly at 8am

PT / 11am ...
5 TIPS FOR PRODUCTIVE
MULTI-CHANNEL
CUSTOMER SERVICE

2

PROPRIETARY &
CONFIDENTIAL
AGENDA
• Importance of the Customer Experience

• The Five Tips:
1
Feed Your Knowledgebase
2
Right Channel Your Customers
...
IMPORTANCE OF THE CUSTOMER
EXPERIENCE

4

PROPRIETARY &
CONFIDENTIAL
BETTER CUSTOMER EXPERIENCES
DRIVE REVENUE

5

PROPRIETARY &
CONFIDENTIAL
BETTER CUSTOMER EXPERIENCES
CUT COSTS

6

PROPRIETARY &
CONFIDENTIAL
CUSTOMERS EXPECT YOU
TO RESPOND ON SOCIAL

7

PROPRIETARY &
CONFIDENTIAL
IMPROVE THE CUSTOMER JOURNEY

8

PROPRIETARY &
CONFIDENTIAL
FEED YOUR KNOWLEDGEBASE

9

PROPRIETARY &
CONFIDENTIAL
TIP 1:
FEED YOUR KNOWLEDGEBASE
• Focus on Dynamic Content

• 80/20 rule applies
• 80% of questions are answered by 20% of ...
BUILD IT TOGETHER
• Embrace social interactions & collaborative tools

• Collaborate, Collaborate, Collaborate
• Customers...
TIP 1 SUMMARY:
FEED YOUR KNOWLEDGEBASE

Leverage your
knowledgebase

12

PROPRIETARY &
CONFIDENTIAL
RIGHT CHANNEL YOUR
CUSTOMERS

13

PROPRIETARY &
CONFIDENTIAL
PREFERRED
CUSTOMER COMMUNICATION CHANNELS

14

PROPRIETARY &
CONFIDENTIAL
OFFER CHANNELS TO
MEET YOUR CUSTOMERS’ NEEDS

15

PROPRIETARY &
CONFIDENTIAL
WEB SELF-SERVICE:
YOUR FIRST LINE OF DEFENSE
• Is your Help Center easy to find?

• Does it offer answers to all your most...
EMAIL
WHEN TIME DOES NOT SEEM CRITICAL
• Auto Acknowledgement
•
•
•

Setting expectations
Pointing to self-service tools
B...
CHAT:
LOCATION, LOCATION, LOCATION
• Every page?

• “Contact Us” Page?
• Inflection Points?
• Proactive vs. Reactive

18

...
WEB CHAT BENCHMARKS

19

PROPRIETARY &
CONFIDENTIAL
TIP 2 SUMMARY:
RIGHT CHANNEL YOUR CUSTOMERS
• Proactively engage your customers
•
•
•

Use analytics to determine whether ...
LET YOUR CUSTOMER CHOOSE
(SORT OF)

21

PROPRIETARY &
CONFIDENTIAL
TIP 3:
LET YOUR CUSTOMER CHOOSE (SORT OF)

22

PROPRIETARY &
CONFIDENTIAL
TIP 3:
LET YOUR CUSTOMER CHOOSE (SORT OF)

23

PROPRIETARY &
CONFIDENTIAL
TIP 3:
LET YOUR CUSTOMER CHOOSE (SORT OF)

24

PROPRIETARY &
CONFIDENTIAL
TIP 3:
LET YOUR CUSTOMER CHOOSE (SORT OF)

25

PROPRIETARY &
CONFIDENTIAL
TIP 3 SUMMARY:
LET YOUR CUSTOMER CHOOSE (SORT OF)
• On your Web site
• Home page
• In global navigation
• Help page - list...
MAXIMIZE FIRST CONTACT
RESOLUTION

27

PROPRIETARY &
CONFIDENTIAL
SERVICE DELIVERY COSTS
VS. TIME TO RESOLVE

28

PROPRIETARY &
CONFIDENTIAL
FIRST CONTACT CLOSURE COSTS
BY SERVICE DELIVERY MEDIUM

29

PROPRIETARY &
CONFIDENTIAL
TIP 4 SUMMARY:
MAXIMIZE FIRST CONTACT RESOLUTION

First contact
counts!

30

PROPRIETARY &
CONFIDENTIAL
CREATE GREAT AGENT
WORKSPACES

31

PROPRIETARY &
CONFIDENTIAL
TIP 5:
CREATE GREAT AGENT WORKSPACES
• Provide access to 80% of needed information 80% of the time

• Customize workspaces...
TIP 5 SUMMARY:
CREATE GREAT AGENT WORKSPACES
An agent workspace is a user interface which enables
an agent to perform cust...
MEASURING YOUR SUCCESS

34

PROPRIETARY &
CONFIDENTIAL
CRITERIA FOR MEASURING SUCCESS
• Transaction Completion Rate

• Deflection
• Positive Experience
• Repeat Use
• Increased ...
WATCH OUT FOR COMMON OBSTACLES

36

PROPRIETARY &
CONFIDENTIAL
CONCLUSION

37

PROPRIETARY &
CONFIDENTIAL
5 TIPS FOR PRODUCTIVE
MULTI-CHANNEL SERVICE
1

Feed Your Knowledgebase

2

Right Channel Your Customers

3

Let Your Custo...
THANK YOU

info@moxiesoft.com
+1.800.474.1149
www.moxiesoft.com
39

PROPRIETARY &
CONFIDENTIAL
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5 Tips For Productive Multi-channel Service

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Published on

Customer service centers are always looking for ways to dramatically increase agent productivity while reducing the cost per interaction. While the idea of multi-channel customer service is nothing new, doing it correctly has been an ongoing challenge for many companies.

In this complimentary webinar, we covered how to leverage best-in-class communication channels (knowledge, email and chat) within Dynamics CRM, including:
• Maximize knowledge management for both assisted and self-service channels to drive first contact resolution
•Increase agent productivity via multi-channel, blended agents and supervisors
•Leverage agent productivity tools to drive superior customer and agent experiences
•Help agents work smarter with more efficient workspaces

Published in: Business, Technology
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5 Tips For Productive Multi-channel Service

  1. 1. 5 TIPS FOR PRODUCTIVE MULTI-CHANNEL CUSTOMER SERVICE • Thank you for joining us. We will begin promptly at 8am PT / 11am ET. The line will be silent until we begin. • Audio is broadcasted through your computer (dial-in option also available). • Please use the Chat Panel for any questions. 1 PROPRIETARY & CONFIDENTIAL
  2. 2. 5 TIPS FOR PRODUCTIVE MULTI-CHANNEL CUSTOMER SERVICE 2 PROPRIETARY & CONFIDENTIAL
  3. 3. AGENDA • Importance of the Customer Experience • The Five Tips: 1 Feed Your Knowledgebase 2 Right Channel Your Customers 3 Let Your Customer Choose (Sort Of) 4 Maximize First Contact Resolution 5 Create Great Agent Workspaces • Measuring Your Success • Conclusion 3 PROPRIETARY & CONFIDENTIAL
  4. 4. IMPORTANCE OF THE CUSTOMER EXPERIENCE 4 PROPRIETARY & CONFIDENTIAL
  5. 5. BETTER CUSTOMER EXPERIENCES DRIVE REVENUE 5 PROPRIETARY & CONFIDENTIAL
  6. 6. BETTER CUSTOMER EXPERIENCES CUT COSTS 6 PROPRIETARY & CONFIDENTIAL
  7. 7. CUSTOMERS EXPECT YOU TO RESPOND ON SOCIAL 7 PROPRIETARY & CONFIDENTIAL
  8. 8. IMPROVE THE CUSTOMER JOURNEY 8 PROPRIETARY & CONFIDENTIAL
  9. 9. FEED YOUR KNOWLEDGEBASE 9 PROPRIETARY & CONFIDENTIAL
  10. 10. TIP 1: FEED 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 volume content • 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 10 PROPRIETARY & CONFIDENTIAL
  11. 11. BUILD IT TOGETHER • Embrace social interactions & collaborative tools • Collaborate, Collaborate, Collaborate • Customers • Partners • Employees: Extend the contact center to the back office • Extend content creation • Wikis • Blogs • Forums 11 PROPRIETARY & CONFIDENTIAL
  12. 12. TIP 1 SUMMARY: FEED YOUR KNOWLEDGEBASE Leverage your knowledgebase 12 PROPRIETARY & CONFIDENTIAL
  13. 13. RIGHT CHANNEL YOUR CUSTOMERS 13 PROPRIETARY & CONFIDENTIAL
  14. 14. PREFERRED CUSTOMER COMMUNICATION CHANNELS 14 PROPRIETARY & CONFIDENTIAL
  15. 15. OFFER CHANNELS TO MEET YOUR CUSTOMERS’ NEEDS 15 PROPRIETARY & CONFIDENTIAL
  16. 16. 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? 16 PROPRIETARY & CONFIDENTIAL
  17. 17. EMAIL WHEN TIME DOES NOT SEEM CRITICAL • 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 • • 17 Thank you Customer history or data PROPRIETARY & CONFIDENTIAL
  18. 18. CHAT: LOCATION, LOCATION, LOCATION • Every page? • “Contact Us” Page? • Inflection Points? • Proactive vs. Reactive 18 PROPRIETARY & CONFIDENTIAL
  19. 19. WEB CHAT BENCHMARKS 19 PROPRIETARY & CONFIDENTIAL
  20. 20. TIP 2 SUMMARY: 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 • • • Consider the customers device type (mobile, desktop, tablet) Teach agents the customer experience Use Chat Text and Page Push • Data Collection • • • • 20 Name Email Address Subject Hidden Data PROPRIETARY & CONFIDENTIAL
  21. 21. LET YOUR CUSTOMER CHOOSE (SORT OF) 21 PROPRIETARY & CONFIDENTIAL
  22. 22. TIP 3: LET YOUR CUSTOMER CHOOSE (SORT OF) 22 PROPRIETARY & CONFIDENTIAL
  23. 23. TIP 3: LET YOUR CUSTOMER CHOOSE (SORT OF) 23 PROPRIETARY & CONFIDENTIAL
  24. 24. TIP 3: LET YOUR CUSTOMER CHOOSE (SORT OF) 24 PROPRIETARY & CONFIDENTIAL
  25. 25. TIP 3: LET YOUR CUSTOMER CHOOSE (SORT OF) 25 PROPRIETARY & CONFIDENTIAL
  26. 26. TIP 3 SUMMARY: LET YOUR CUSTOMER CHOOSE (SORT OF) • 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 • Social marketing 26 PROPRIETARY & CONFIDENTIAL
  27. 27. MAXIMIZE FIRST CONTACT RESOLUTION 27 PROPRIETARY & CONFIDENTIAL
  28. 28. SERVICE DELIVERY COSTS VS. TIME TO RESOLVE 28 PROPRIETARY & CONFIDENTIAL
  29. 29. FIRST CONTACT CLOSURE COSTS BY SERVICE DELIVERY MEDIUM 29 PROPRIETARY & CONFIDENTIAL
  30. 30. TIP 4 SUMMARY: MAXIMIZE FIRST CONTACT RESOLUTION First contact counts! 30 PROPRIETARY & CONFIDENTIAL
  31. 31. CREATE GREAT AGENT WORKSPACES 31 PROPRIETARY & CONFIDENTIAL
  32. 32. TIP 5: 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 – CRM, invoices, billing, histories 32 PROPRIETARY & CONFIDENTIAL
  33. 33. TIP 5 SUMMARY: CREATE GREAT AGENT WORKSPACES An agent workspace is a user interface which enables an agent to perform customer interaction 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 • • 33 Drag & drop design Edit / read-only access PROPRIETARY & CONFIDENTIAL
  34. 34. MEASURING YOUR SUCCESS 34 PROPRIETARY & CONFIDENTIAL
  35. 35. CRITERIA FOR MEASURING SUCCESS • Transaction Completion Rate • Deflection • Positive Experience • Repeat Use • Increased Time on Site • Conversion Rate • Customer Satisfaction • Revenue • Web Traffic • Still Yes to: AHT, FCR, SLA 35 PROPRIETARY & CONFIDENTIAL
  36. 36. WATCH OUT FOR COMMON OBSTACLES 36 PROPRIETARY & CONFIDENTIAL
  37. 37. CONCLUSION 37 PROPRIETARY & CONFIDENTIAL
  38. 38. 5 TIPS FOR PRODUCTIVE MULTI-CHANNEL SERVICE 1 Feed Your Knowledgebase 2 Right Channel Your Customers 3 Let Your Customer Choose (Sort Of) 4 Maximize First Contact Resolution 5 Create Great Agent Workspaces These tips give you a new model for servicing customers that will increase agent productivity, reduce cost, and increase profit per interaction. 38 PROPRIETARY & CONFIDENTIAL
  39. 39. THANK YOU info@moxiesoft.com +1.800.474.1149 www.moxiesoft.com 39 PROPRIETARY & CONFIDENTIAL

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