How Dell Delivers Personalized Customer Experiences, Leveraging Digital Communication Channels

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Jennifer Statham, Dell's Executive Director of Global Marketing Technology presents at eTail West 2014 in San Antonio. She discusses Dell's business mission and how the use of Moxie Software's chat solution is critical to Dell's delivery of personalized customer experiences.

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How Dell Delivers Personalized Customer Experiences, Leveraging Digital Communication Channels

  1. 1. How Dell Delivers Personalized, Customer Experiences Leveraging Digital Communication Channels Jennifer Statham @JStathamAtDell Executive Director Global Marketing Technology, Dell
  2. 2. 2 Room for text Global Marketing A leading provider of end-to-end solutions A strategy recognized by customers of all sizes across all industries “Technology has always been about enabling human potential” - Michael Dell
  3. 3. 3 Room for text Global Marketing Engaging our customers on their terms Delivering Great Customer Experiences
  4. 4. 4 Room for text Global Marketing Engaging our Customer Social Command Center Dell World
  5. 5. 5 Room for text Global Marketing Top Reasons Chat is Good for Customer Experience 1. Customers want it 2. Personalized experience 3. Clear communication 4. Available 24/7 5. Real time response
  6. 6. 6 Room for text Global Marketing Moxie scales with our business requirements • 10 million chats annually • flex capacity 5-6x on high volume days
  7. 7. 7 Room for text Global Marketing Chat is good for business… $$$ 35% of our Chat customers would not have purchased 87% customer satisfaction 30% engage via Proactive generating 40% of revenue
  8. 8. 8 Room for text Global Marketing Best Practices • Sweet spot for Dell is 2.5 Chats / agent • Proactive allows personalization • AB Testing – The appearance of the chat invitation – Invitation language to maximize acceptances – Colors and imagery – Invitation timing • Keys to success with Chat – Rep Knowledge – Responsiveness – Friendliness – Communication Style
  9. 9. 9 Room for text Global Marketing The Future • Mobile Chat • Video Chat • Personalization

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