Hello Everyone, and welcome to today’s Webinar – entitled “Why old School Self-Service is Hurting your customers, and what you can do about I”My name is Mike Hennessy, & I am the vice president of sales and marketing at IntelliResponse – the sponsors of today’s event. I’d like to thank everyone for taking time out of their schedules today to attend this event, and trust that you will find the next hour informative
As I mentioned, todays event will last approximately 60 minutes We have an exciting agenda that will include insights from renowned customer experience and social crm expert Dr. Natalie PetouoffAs well as a multi-channel self-service case study from CIBC one of North America’s top banks We will also have time for questions from the audience
Couple of housekeeping items before we begin : All members of the audience are welcome to ask questions via the webinar tool and we will get to as many as we can….Visitors are in listen only mode for the duration of the presentationCopy of today’s presentation will be e-mailed out to everyone afterwards
Before I introduce our speakers today – for those of you not familiar with IntelliResponse I thought I would take 2 minutes to quickly introduce our organization We are an award-winning On Demand technology platform – Our Multi-Channel Answer Suite platformallows consumers, students, employees and service agents to ask questions in natural language, and get a single accurate answer - regardless of the hundreds of ways the question may be asked. We have more than 200 live customer facing implementations across key industry verticals as financial services, utilies, technology, retail and higher education
Our Anwswer Suite technology delivers the “One Right Answer” across a wide array of assisted and self-service customer interaction channels that include corporate and institutional web sites, mobile devices, customer service desktops and social media platforms. Wealso provide the direct capability for our customers to embed our technology into internal solutions as well as new mediums, including Avatars and Instant Messaging styled chat.
That brings us to today’s guest speakers First up is Dr. Natalie Petouhoff – Natalie is a senior analyst with Forrester ResearchDr. Natalie is often asked to provide her unique point of view acrosss a wide array of media, including on TV (ABC, CBS and NBC) and national radio segments, as an international speaker and as the author of four business books and social media research and white papers. She is a well known and oft quoted expert in the customer service market, with a particular interest in the areas of social CRM and the evolving world of multi-channel customer experience Her thought leadership in social media is often quoted by organizations like BusinessWeek, Fast Company and The New York Times.Fraser Mackay We are also joined by Fraser MackayFraser is the Senior Director of Internet and Mobile Channels at CIBC BankHe is responsible for all of CIBC internet and mobile properties including Online Banking, Investors Edge, Wood Gundy Online, Presidents Choice, WAP and iPhone appFraser has 12 years of international experience in all aspects of building and running online banking, wealth management trading platforms and mobile channels in the Financial Services industry
Willingness to buy more. Across all industries, we found a high degree of correlation between good customer experience and consumers' willingness to make subsequent purchases. The correlation was strongest among TV service providers and weakest among medical insurers. But compared to the previous year's analysis of nine industries, the correlations increased for all industries. TV service providers and investment firms showed the largest jump.
Reluctance to switch. Led by TV service providers, seven industries had a high correlation between good customer experience and their customers' reluctance to switch business from their current provider. The rest of the industries showed a medium degree of correlation. The correlation strength increased for every industry that we examined in 2007, with the biggest jump occurring among investment firms.
Great – thank you very much Natalie Next we have Fraser Mackay from CIBC Bank to tell us how his organization is leveraging next generation self-service to benefit their organization As I mentioned earlier Fraser is responsible for both the Internet and Mobile Banking channels at CIBC -- A Global Financial institution Fraser?
IntelliResponse- On Demand, Multi-Channel “Answer Suite”- More than 200 live, customer facing implementations- Answering 75 million+ questions with One Right Answer Financial Services Consumer & Corporate Higher Education 4
One Answer, Any Channel Answer Suite Shared Knowledgebase 5
Today’s Guests Natalie L. Petouhoff, Ph.D. Senior Analyst Fraser Mackay Senior Director Internet & Mobile Channel Mike Hennessy Vice President 6
Why “Old School”Self-Service is HurtingYour Customers…And What you can do about itNatalie L. Petouhoff, Ph. D.Senior AnalystForrester ResearchFebruary 10, 2010
Case Study: CIBC Bank• Canadian-based global financial institution• 38,000 employees worldwide• 11 million clients• One of the 10 largest banks in North America 50
Online Customer Experience“Committed to creating an unparalleled online banking experience for our clients” 51
Deploying “Next Generation” Self ServiceKey Business Drivers:•Improve Self-Service across multiple channels•Enhance the Customer Experience Online•Reduce Burden on the Contact Center (deflection of calls/e-mails) 52
Vendor: IntelliResponse 1. Multi-Channel Multi-lingual Knowledgebase 2. Ask Questions in Natural Language 3. One Right Answer Result 4. Dynamic Ranking of Top 10 and Related Questions 5. Real-time Answer Rating System Click to play movie 53
ResultsTangible Benefits:• 29% reduction in e-mail volume during launch day• 49 % average reduction in public e-mails• 25% reduction in calls• Outstanding Real-time “Voice of the Customer” feedback 54