General presentation about The Selfservice Company. Please visit www.selfservicecompany.com for more information.

1. Optimizing
the online
customer journey
Sales presentation – Oct 2010

2. 2
Improving customer experience
Saving costs
Increasing online sales conversion
Gaining valuable insights
Starting the dialogue with
your customers online

3. 3
The Selfservice Company answers
customer questions online
Offices in UK, The Netherlands and Germany (> 85 employees)
60 million questions answered this year
Recognized as Gartner Cool Vendor 2010
Selected as Deloitte Fast 50 Rising Star 2010
Every client is a reference

4. 100% satisfied customers

5. How can I help
you online?

6. How can I help you online?

7. Excellent Business case
Reduce customer contact costs
Average email reduction 50+%, call reduction 15%
Increase sales
5% improvement to revenue
Improve customer satisfaction
Average rating > 8 (out of 10)
Improved customer insight
Improved processes driven by new customer data

8. 8
How many of your
customers prefer online?

9. 9
More than 50% prefer online!

10. 10
More than 60% use online first!

11. Live case: virtual Kim of KPN
Improved Net Promotor Score and customer satisfaction
Improved customer insights and central knowledge management

12. Cost reductions
Less emails and calls
Better use of valuable employees
One central knowledge source
Typical ROI less than 3 months

13. Live case: virtual Eva of Dutch Railways
Email reduction next day after implementation 50%

14. More sales
More trust
Helping customers complete order forms
Replacing order forms by dialogues
Behavioral triggering
Starting dialogue earlier in customer journey

15. Live case: virtual Jaap of Ditzo
2 x winner of usability award
Highest form completion in the market
Fastest growing insurance company

16. Live case: virtual Rosa of Robeco
Succesfull lead generation for mortages
Positive customer and prospect feedback

17. Customer insight
What Questions, from who and when?
How are the questions formulated?

18. Key factors for successful implementation
Relevance & recognition quality
Knowledge maintenance and optimization
Interaction design
Live fallback – customer choice

19. Relevance
1 answer for one questions
Accuracy (at least 85%)
Use of context: where and when is the
question asked
o Customer profile
o Dialogue history
o Click behavior
o Time
o Device
o Reference source (Google, banner,
emailing..)
o …

20. Knowledge maintenance
After implementation the work starts
Continuous process for improving, adding
and deleting content and recognition rules
40% of expected FAQ are used!
Actual customer questions and feedback are
leading (not the internal organisation)
Multichannel use of knowledge: same
answer on all channels

21. Interaction design
Small investment, large impact
Female virtual assistant better than male
Photo works better than cartoon
Use of video looks promising
Testing customer experience important!

22. Live fallback
Selfservice should never cause frustration
Live fallback: chat, push to call, call me now, email,
telephone reference
Offer live fallback based on business rules:
No recognition
Sensitive questions
Complaints
Huge sales opportunity
Customer channel preference
Offer undisrupted customer journey
Transfer selfservice history to agent
One view of the customer
Centralised knowledge

23. Thank you for your time!