2. Customer Experience Function Driving New Customer Service Metrics 90% of North American companies with revenues of $500 million or more view customer experience as critical or very important to their company’s strategy 2 Increasing focus on agent performance analytics Accessability Usability Resolution ROI calculations that account for the benefits or improved customer experience NEW NEW
3. New Customer Service Analytics Net Promoter Score remains a critical KPI for customer service Expanded CSAT surveys for the intelligent virtual agent including NPS questions Metrics are expanding to include broader customer experience Accessibility Need to ensure that eDeflection does not come at the expense of making it difficult to engage customer service Rising importance of personalized first point of contact Survey issued after IVA, live chat, phone or email. On a scale of 1-5 how accessible is our company’s customer service Usability Survey: On a scale of 1-5 how easy is our is it to use the web self service options Overall and individual channel scores Web analytics: How many clicks to resolution Resolution Resolution Rate of each channel Escalation Rate to more expensive channels 3 NEW NEW
4. Common 2011 Trends: Voice of the Customer Forrester: “Companies will be doubling-down on their efforts to put end-to-end feedback processes in place….including sentiment analytics.” 36% of French eCommerce companies cited VOC as one of the key value drivers for ROI* VirtuOz invest in the Voice of the Customer 4 *Benchmark Survey JAN 2011
5. 2011 Trend: First Point of Contact Digital Customer Relationships require the 24X7 accessibilty and instant response of self-service with the response effectiveness of human-assisted channels Goal to achieve 100% response success 72% of US consumers don’t want to engage with a live person to address service issues* Right Channeling: “Cost savings are certainly an objective — but not at the expense of customer satisfaction. Right-channeling means providing customers with a satisfying service experience through the most cost-appropriate channel.”* 5 * Source: Forrester
6. 2011 Benchmark Analyst Survey of French eCommerce Companies 41% indicated a value driver of IVA is “Right Channeling” 6
7. 2011 Benchmark Analyst Survey of French eCommerce Companies Top 3 most promising emerging applications for Intelligent Virtual Agents involve the IVA as a first point of contact 7
9. Common 2011 Trends: Mobile Becomes Critical Forrester: “Expect mobile customer service solutions to become more comprehensive, but not equally supported on all popular mobile systems currently available” Gartner: “By 2013, 80% of businesses will suffer a revenue loss from not supporting Web-based customer service on mobile devices.” Two IVAs deployed on the iPhone 9 PayPal Avocats
