Today’s customer demands the ability to switch between web, phone, email, or any channel they prefer—without losing context. While many organizations aspire to perfect this functionality, most are stuck with data and communications silos that fragment data and diminish service quality. In this session, learn about new customer engagement technologies that make exceptional service possible.
3. We’ve been to the moon
But we can’t transfer an account number from
an IVR to an agent. Why not?
4. It Ain’t Rocket Science
Customer Service demands are the same
Availability*
Service
Consistency
Engagement
Value
* More channels available today
5. Voice of the Customer Statistics
70%
Buying experiences are based on how the
customer feels they are being treated
McKinsey
6. Voice of the Customer Statistics
90%
Of unhappy customers will not buy again from a
company that disappointed them
Telefaction
7. Voice of the Customer Statistics
50%
Of consumers give a brand only one week to respond to a
question before they stop doing business with them
RightNow Customer Experience Impact Report 2011
8. Early 90’s Today
Phone Internet Mobile Social
Voice (POT) Voice (POT) Voice(POT/VoIP) Voice(POT/VoIP)
Interaction quality has decreased
Fax Fax Fax Fax
IVR IVR IVR IVR
Web Web Web
Email Email Email
2 Channels Mobile Mobile
SMS SMS
4 Channels Blogs
Twitter
Facebook
7 Channels More…
10+ Channels
9. Danger Will Robinson!
Customers are now in charge
Customers empowered by Web, Mobile, and Social
They control the dialogue, not you!
Can’t ignore their demands
10. Voice of the Customer Statistics
6x
It costs 6x more to acquire a new customer than to keep a current one
Marketing.About..com
11. Voice of the Customer Statistics
71%
Of business leaders believe that customer experience
is the next corporate battleground
Shaw & Ivens
12. Houston, We Have a Problem
Technology
Best of Breed Purchases
Missing Channels
Data Silos
Inconsistent Service
HAL9000
13. Means Means
change change
here… here…
Systems
CRM
ERP Web Email
Ops Means Means
change change
Legacy
here… here…
Change Chat/SMS SmartPhone
here…
Means Means
change change
here… here…
Processes
Order Management Voice IVR
Fulfillment Means Means
Configuration change change
Billing here… here…
Social Live Agent
Media
15. …One Giant Leap
For Amazing Customer Experiences
Presence in any channel
Being remembered
Same experience in any channel
Relevant offers
Easy to access, easy to use
This presentation, “Next generation customer experiences - Today” was given by Tad Thompson, Vice President of Sales, to attendees of ICMI’s 2012 Call Center Demo conference in Dallas, Texas.
Today’s customer demands the ability to switch between web, phone, email, or any channel they prefer—without losing context. While many organizations aspire to perfect this functionality, most are stuck with data and communications silos that fragment data and diminish service quality. In this session, learn about new customer engagement technologies that make exceptional service possible.
We’ve been to the moon, But we can’t transfer an account number from an IVR to an agent. Why not?.Next generation customer experiences are possible today! Next generation customer service is always out of this world, but it’s not rocket science. Now you can remember a customer’s account number, and everything else you need to know about a customer relationship — thanks to USAN’s multichannel customer engagement solutions. USAN offers everything you need to connect with customers in any channel and exceed their expectations like never before. No expensive hardware. No maintenance headaches. No downtime. Just focus on what your business does best, and we’ll do the rest.
a.Today’s customer’s demands are the same as they always were – treat me well when I do business with you.b.What is great customer service?Availability: Have a presence in every channel (This is the only real change – availability of more channels)Service: Some things they want to do for themselves. Other tasks require a helping hand.Consistency: Same experience across channels without losing context.Engagement: Personalized and relevant services and offers.Value: They want great service at the lowest possible cost (time and effort).
Voice of the Customer Statistics:70% of buying experiences are based on how the customer feels they are being treated – McKinsey
Voice of the Customer Statistics:90% Of unhappy customers will not buy again from acompany that disappointed them - Telefaction
Voice of the Customer Statistics: 50% Of consumers give a brand only one week to respond to a question before they stop doing business with them - RightNow Customer Experience Impact Report 2011
Channels have steadily increased since the early 1990’s.As # of channels has increased – customer interaction quality has decreasedConsistency between the channels is virtually non-existent
Most companies want to minimize customer interactions because they can be expensive! Technology costs a lot of money to purchase, install and maintain. It takes time and money to train agents and managers. And technology changes mean it’s only a matter of time before they have to go through it all again. So, how do they do the least amount possible to get by?It’s difficult today because the customer is now in control of the dialogue, not the business. Customers are \\fickle because competition is keen, and its easy to switch. And the openness of the internet and social media have helped bad customer service reports spread like wildfire.
It costs 6x more to acquire a new customer than to keep a current one– Marketing.About.com
71% of business leaders believe that customer experience is the next corporate battleground -Shaw & Ivens
But you must listen to the customer today! The Voice of the Customer is louder and more powerful because of the internet and social media, and the power to switch providers. Companies bought technology to keep up with needThey bought in a best of breed approachThis created problems that we’re still living with todayBusiness DriversSlower time to marketRestricts new business pursuitIncreased cost of ownershipRisk of damaged customer and partner relationshipsIT DriversMultiple teams and skill setsMultiple code basesMultiple points of deploymentComplicated synchronizationDifficult to manage data across systems and channels
CRM tracks a customer but can’t be touched by one.BPM links the processes behind customers but can’t link customers to the process.BI measures the experience but can’t provide it.Portals can’t efficiently drive measurable multi-channel customer interaction. Customer Engagement overcomes these “can’ts”We solve these problems by bringing processes and systems directly to your customers; enabling a single implementation to drive smart, measurable, on-demand interaction through web, voice, IVR, chat, social and emerging channels while synchronizing critical real-time data and business processes.Every channel requires integration and every change must be deployed multiple times because logic is built into each channel rather than being separate.Every user interface for every channel must be independently built and maintained
Wouldn’t it be great if…All of my systems talked to one another so customers don’t enter their SSN# only to be asked for it later?
Wouldn’t it be great if…Customer service agents knew who was calling…and why they were calling before even answering?
Wouldn’t it be great if…Customers could jump channels without any loss of context of the interaction? From web to phone, or anywhere?
Wouldn’t it be great if…I could keep the technology I already have and not be stuck with one vendor’s one-size-fits-all solution?
Wouldn’t it be great if…We could make changes to systems and processes without expensive downtime and professional services?
Wouldn’t it be great if…We could keep track of our customers’ interaction history and provide service and make offers based on their behavior?
Wouldn’t it be great if…We could interact consistently with customers in any channel at any time?
