1. Social media Customer care
The customer-driven contact center
and the digital customer experience
Why provide a digital, multichannel customer experience?
• Benefit from proven ROI and
revenue generation
• Deliver the convenient, intimate
service that customers have
come to expect
• Gain an advantage over your
competitors and improve
customer retention
78%
of consumers trust peer
recommendations with
SOCIAL MEDIA as a key driver
25%of consumers
utilize ONE TO TWO
channels when seeking
customer care
52%of consumers
utilize THREE OR FOUR
channels to connect
with your business
(Source: Ovum)
2. Live chat
Customer frustrations in the digital age
Managing relationships
of online consumers
said they were more
likely to return to a
website that offers
LIVE CHAT
63%
LIVE CHAT
USAGE HAS ALMOST
DOUBLED IN
ONE YEAR*
(Source: Forrester)
(Source: Forrester)
*Based on two surveys of 2000 adults carried out by Vision Critical in September 2013 and August 2014
(Source: Mobius Poll)
(Source: Synthetix)
(Source: Gartner)
customers will manage
85% of their relationships
with an enterprise without
interacting with a human
2020
of consumers will
always CHECK A
WEBSITE before
emailing or calling
a company
of US consumers will
ABANDON an online
TRANSACTION if
their questions or
concerns are not
addressed quickly
of customers are
frustrated when a
representative does
not have immediate
access to ACCOUNT
INFORMATION
of people have or would
CHANGE SUPPLIERS
based on a poor
experience with the
contact center*
90% 45%
73%84%
BY
1. WEAK WEB PRESENCE
3. UNINFORMED AGENT INTERACTIONS
2. SLOW RESPONSE TIMES
THE RESULT?