IntelliResponse & Forrester Webinar: The New Way To Measure Online Self-Service

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Discover How to Measure Your Company's Online Self-Service - With New Insights from Forrester Research.

Forrester Research shows 72% of customers prefer to visit your web site and serve themselves when they have a customer service issue.

Your website is the primary first point of contact between you and your customers, but most web sites do a poor job of providing visitors with the information they seek.

How does your web site measure up when it comes to delivering an enjoyable self-service experience? And how can you measure how you stack up in this critical area?

Join the webinar to find out!

Attendees will learn:

Why a great online experience is critical to your success
The "real dollars" cost of a poor online experience.

The key requirements for delivering great online service

And the unveiling of the new model to measure self-service at your company.

You'll also learn how you can evaluate your website's effectiveness as a customer self-service tool in order to map a clear path for improvement.

Published in: Business, Education
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IntelliResponse & Forrester Webinar: The New Way To Measure Online Self-Service

  1. 1. Minimize webinarconsole hereUse question windowto submit questionsat any timeduring the session #IRWebinar
  2. 2. •••••
  3. 3. one right answer
  4. 4. FINANCIALSERVICESCONSUMER &CORPORATE HIGHEREDUCATION
  5. 5. Empowering Your Customers With Online Self Service: • Why it matters • A New Model for MeasurementKate Leggett and Diane ClarksonForrester ResearchMarch 29, 20128 © 2011 Forrester Research, Inc. Reproduction Prohibited Research, Inc. Reproduction Prohibited © 2009 Forrester
  6. 6. 90% of customer experience decision-makers tell Forrester that a good customer experience is critical to their company’s success. 63% think the importance of the customer experience has risen.9 © 2011 Forrester Research, Inc. Reproduction Prohibited
  7. 7. Few companies deliver an outstanding customer experience10 © 2011 Forrester Research, Inc. Reproduction Prohibited
  8. 8. There is a wide variability between high and low performers11 © 2011 Forrester Research, Inc. Reproduction Prohibited
  9. 9. A good customer experience correlates to loyalty12 © 2011 Forrester Research, Inc. Reproduction Prohibited
  10. 10. The difference between high and low performance can be worth billions of dollars13 © 2011 Forrester Research, Inc. Reproduction Prohibited
  11. 11. Agenda  What are the key requirements toto providesuccessful online self service  What are the key requirements provide a a successful online self service consumer experience? consumer experience?  What are the key requirements for a successful online self-service business process? • What is IntelliResponse’s Online Self Service Assessment?14 © 2011 Forrester Research, Inc. Reproduction Prohibited
  12. 12. Consumers are telling us that they want to be self-reliant15 © 2011 Forrester Research, Inc. Reproduction Prohibited
  13. 13. Help and FAQs remain the foundation of online support 16 © 2011 Forrester Research, Inc. Reproduction Prohibited January 2012 “Understanding Customer Service Satisfaction To Inform Your 2012 eBusiness Strategy”
  14. 14. But online self service content often misses the target17 © 2011 Forrester Research, Inc. Reproduction Prohibited
  15. 15. Online customer service satisfaction varies by generation18 © 2011 Forrester Research, Inc. Reproduction Prohibited January 2012 “Understanding Customer Service Satisfaction To Inform Your 2012 eBusiness Strategy”
  16. 16. Online self service is too often abarrage of irrelevant information 19 © 2011 Forrester Research, Inc. Reproduction Prohibited
  17. 17. What happens if you don’t deliver?20 © 2011 Forrester Research, Inc. Reproduction Prohibited
  18. 18. Consumers want quick answers to questions or will abandon Impatience increases with older demographics though younger consumers are more likely to prefer online service.21 © 2011 Forrester Research, Inc. Reproduction Prohibited January 2012 “Understanding Customer Service Satisfaction To Inform Your 2012 eBusiness Strategy”
  19. 19. Agenda  What are the key requirements to provide a successful online self service consumer experience?  What are the key requirements for a successful online self-service business  What are the key requirements for a successful online self-service business process? process? • What is IntelliResponse’s Online Self Service Assessment?22 © 2011 Forrester Research, Inc. Reproduction Prohibited
  20. 20. Customers experience extends across multiple touchpoints23 © 2011 Forrester Research, Inc. Reproduction Prohibited
  21. 21. Focus on consistent business processes24 © 2011 Forrester Research, Inc. Reproduction Prohibited
  22. 22. Focus on contextual, relevant knowledge Email25 © 2011 Forrester Research, Inc. Reproduction Prohibited
  23. 23. Agenda  What are the key requirements to provide a successful online self service consumer experience?  What are the key requirements for a successful online self-service business process? • What is IntelliResponse’s Online Self Service Assessment?  What is IntelliResponse’s Online Self Service Assessment?26 © 2011 Forrester Research, Inc. Reproduction Prohibited
  24. 24. The IntelliResponse model will help you to understand how good your online self-service experience is MaturityCategories Levelof analysis Scoring 27 © 2011 Forrester Research, Inc. Reproduction Prohibited
  25. 25. IntelliResponse’s Online Self Service Assessment is in two sections  The first section is an assessment of unbiased criteria based on Forrester Research best practices. It is undertaken by IntelliResponse.  The second part will evaluate “behind the scenes” to look at strengths and opportunities in your business processes. This is undertaken with yourself and IntelliResponse.28 © 2011 Forrester Research, Inc. Reproduction Prohibited
  26. 26. Section 1: Online Self Service User Assessment  The purpose of this section to is review how effectively online self service meets users needs. This is undertaken in two steps: 1. Define user goals. The review attempts to complete straightforward industry-relevant user goals such as looking for product or service information. 2. Score online self service. IntelliResponses Online Self Service Performance Evaluation evaluates 14 criteria against best practices derived from Forrester Researchs Online Customer Service Functionality Benchmark methodology and published research. The review is in the following categories: accessibility and availability, relevance, findability, escalation and feedback.29 © 2011 Forrester Research, Inc. Reproduction Prohibited
  27. 27. This is what you will see from the IntelliResponse tool:30 © 2011 Forrester Research, Inc. Reproduction Prohibited
  28. 28. Here is an example of how scores are based on maturity levels This section evaluates how well accessible online self service is. It looks at if it is easy to find self service and if it’s offered contextually. It also assess the extent to which 31 © 2011 Forrester Research, Inc. Reproduction Prohibited there is cross-channel consistency.
  29. 29. Online Self Service User Assessment scoring will indicate online self service strength Scoring Section 1: IntelliResponse Online Self Service Performance Evaluation Strong 16 to 22 points Good 11 - 15 point Pass 11 points Insufficient to pass 9 or lower32 © 2011 Forrester Research, Inc. Reproduction Prohibited
  30. 30. Section 2: The business process evaluation is done in conjunction with you You will be asked to answer a set of questions about the maturity of knowledge programs and practices.33 © 2011 Forrester Research, Inc. Reproduction Prohibited
  31. 31. Scoring for business process evaluation Section 2: IntelliResponse Business Process Evaluation Scoring Strong 16 to 22 points Good 11 - 15 point Pass 11 points Insufficient to pass 9 or lower34 © 2011 Forrester Research, Inc. Reproduction Prohibited
  32. 32. The key takeaways you will receive from undertaking the IntelliResponse evaluation include:  An unbiased assessment of your online customer service  A clear assessment of what your scores could be  An indication of where self-service technology can assist to improve35 © 2011 Forrester Research, Inc. Reproduction Prohibited
  33. 33. Online Self-Service: Best Practice Examples36 © 2011 Forrester Research, Inc. Reproduction Prohibited
  34. 34. 37 © 2011 Forrester Research, Inc. Reproduction Prohibited
  35. 35. 38 © 2011 Forrester Research, Inc. Reproduction Prohibited
  36. 36. 39 © 2011 Forrester Research, Inc. Reproduction Prohibited
  37. 37. 40 © 2011 Forrester Research, Inc. Reproduction Prohibited
  38. 38. 41 © 2011 Forrester Research, Inc. Reproduction Prohibited
  39. 39. 42 © 2011 Forrester Research, Inc. Reproduction Prohibited
  40. 40. 43 © 2011 Forrester Research, Inc. Reproduction Prohibited
  41. 41. 44 © 2011 Forrester Research, Inc. Reproduction Prohibited

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