Customer Interaction Management

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Customer Interaction Management

  1. 1. Multichannel. Multilingual. Eptica Web Customer Service Suite Listen to the voice of your customers: They want good service whichever channel they contact you through.
  2. 2. Your customers want great service … … whichever channel they contact you through Who we are • Leading European provider of Multi-channel customer interaction software What we do • Transform how you interact with your customers across all customer service channels Result • Improve quality of service • Reduce customer service costs • Increase your sales
  3. 3. The Customer Service “Triple Challenge” Goal: High quality customer service, lowest operating cost & an increase in sales conversions Online Migrate customer contact service through online channels  Low cost • Web Self-service Phone  High control • Communities  Migrate  Reduced • Email channel calls  Improve transaction customer times  High cost  Align workflow experience  High volume to business Improved  Low control processes Reduce calls utilisation  Capture of agent customer resources insight to drive sales
  4. 4. Deliver a seamless cross-channel service experience Multi-channel customer interaction history Centralised cross channel knowledge base • Don’t treat your customer as a stranger at the next interaction - make historical data on your customers’ interactions available at every channel touch point • Centralise multi-channel customer interaction management, integrate with customer database and back office • Deliver consistent and relevant responses to customer enquiries, whichever channel they contact you through • Use one knowledge base to treat all channels
  5. 5. Eptica Enterprise Web Customer Service Suite • Multi channel. Intelligently managed. Integrated. Self-learning.
  6. 6. Self learning knowledge base • Dynamic. Self-learning. • Semantic search matches questions to answers • Every interaction with the knowledgebase fine tunes the links between questions and answers • System self-learns from Agent behavior • Agents give feedback and propose content • Content published in a few clicks • No manual indexing • No specialist skills • Back office workload minimized
  7. 7. Powerful meaning based search engine Goal • Deliver a consistent and accurate answer Approach • Based on meaning not keywords Result • Improved quality of service • Improved First Contact Resolution • Reduced costs
  8. 8. Core strengths • Superior, intuitive online customer experience. First Contact Resolution via Eptica Self-service typically exceeds 90%. E.g. Haven FCR 93% • Advanced ‘meaning based’ search. Fundamental to customer satisfaction and maximum deflection. E.g. only 4.8% of Haven self-service users escalate to contact centre • Email response management specialists. First Contact Resolution via Eptica Email Management more than 90%. E.g. Virgin 91% • Sales enhancement through extending customer interaction management into the enterprise. E.g. Société Générale sales increased by 5% • Multi-language capability with up to 26 languages managed from one solution. Automatic language detection and routing.
  9. 9. Answering the Customer Service “Triple Challenge” Goal: High quality customer service, lowest operating cost & an increase in sales conversions Online Migrate customer contact service through online channels  Low cost • Web Self-service Phone  High control • Communities  Migrate  Reduced • Email channel calls  Improve transaction customer times  High cost  Align workflow experience  High volume to business Improved  Low control processes Reduce calls utilisation  Capture of agent customer resources insight to drive sales
  10. 10. The Customer Service “Triple Challenge” Goal: High quality customer service, lowest operating cost & an increase in sales conversions Online Migrate customer contact service through online channels Chat • Web Self-service Phone • Communities • Email Email Management channel Web Self-Service Improved Reduce calls utilisation of agent resources to drive sales
  11. 11. Eptica Self-service: Simple, intuitive user experience • Top 10 Hitwise site • Record breaking ecommerce growth, inbound contact escalating • After Eptica: only 6.7% of Web self- service users escalate to email • Email First Contact Resolution 90% “One of the reasons we selected Eptica was the simplicity of the system from a user perspective, once we’d decided to go ahead it was up and running within 5 weeks. The contrast before and after Eptica was extraordinary – we couldn’t have handled the Christmas peak this year without it.” Sharon Biltcliffe, customer service manager, Republic
  12. 12. First point of contact - accessible help on every web page After Eptica: • only 4.8% of Web self-service users escalate to email • Inbound emails reduced 100% • Email First Contact Resolution 93% • Email handling time reduced from 2.3 to 1.43 minutes • Sales increased 5% Stop FAQ questions getting in the way of sales conversion
  13. 13. Panasonic: easy access to product support • Accommodates all search behaviour: - Natural (organic) language and keyword search - Visual navigation to browse-able knowledge base - Intelligent FAQs
  14. 14. Exploit multimedia within self-service • Customers can resolve issues in their own time • Removes the need to endure a lengthy customer service call • Improves customer experience • Deflects a significant volume of support calls
  15. 15. Eptica Live Chat • For sales: real time visitor monitoring enables you to step in and help customers when they need it e.g. known abandonment points, shopping cart, quotation engine • For service: filter low value unnecessary chats away from customer service by offering as an escalation point from Web Self-service • Features: Rules based invitation engine Automatic rules based distribution Pre-scripted answers Listen to the voice of your customers: Push pages “When I am on your website Co browsing and need help: I want to chat Conversion tracking without having to phone.” Detailed productivity reporting
  16. 16. Embrace Social Customer Service • Integrate links to social networks within self-service  Customers can seek answers from the community • Harvest social knowledge for insight and integrate with your self-service knowledgebase • Listen, Interact and respond to social media Communities  Scan social media to detect customer issues  Use Eptica routing capabilities to route events to the right people in the company  Use Eptica workflow to process and monitor these interactions
  17. 17. Multi channel universal queue Email Phone Webmail Social Customer Service Letter SMS Fax Skills based matching and other status information is shown graphically
  18. 18. Multi-lingual Customer Service – one solution • Automatic language detection, workflow and routing • 26 languages including Chinese • Determines language and content of an inbound enquiry • Routed to agents based on language skills and availability along with the best answer from the knowledgebase in the corresponding language • Available from the Cloud
  19. 19. Enterprise wide customer service • Enable internal experts and sales channel to engage in customer service • Different workflows for different enquiries e.g. prospect, existing customer • Integration with IT infrastructure, CRM systems and corporate email directories • Scalable to millions of inbound enquiries - 5,000 to 50,000 enterprise users • Secure authentication to guarantee safety and confidentiality • Complete track and trace visibility of every interaction
  20. 20. Answering the Customer Service “Triple Challenge” Goal: High quality customer service, lowest operating cost & an increase in sales conversions Online Migrate customer contact service through online channels  Low cost • Web Self-service Phone  High control • Communities  Migrate  Reduced • Email channel calls  Improve transaction customer times  High cost  Align workflow experience  High volume to business Improved  Low control processes Reduce calls utilisation  Capture of agent customer resources insight to drive sales
  21. 21. For more information, please visit www.congex.com

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