An example of changes to a site\'s digital support.

1. Example Company Outbound Support and Targeted Online FAQ

2. Agenda Issues Solutions Targeted Online FAQ Outbound Support Benefits Goals and Metrics Next steps 2

3. Issues Customer issues Calls for support when answer is in Online FAQ Customer waits on the phone for an agent Taking time to explain issue on the phone Customer waits on phone while agent retrieves trouble shooting steps Operational issues Inconsistent level of agent expertise Agent needs to look for tags in RIO Issue data is received in voice format Misrouting of calls Response time to global issues 3

4. Solution Targeted Online FAQ Empower the customer through appropriate Online FAQ Give the customer a chance to solve the problem themselves where appropriate Outbound Support Continue to allow the customer to send an issue for email response (default) Allow the customer to schedule and Outbound Support call from the call center with an answer to their issue. 4

5. Targeted Online FAQ Targeted Online FAQ uses a decision tree added to the email form to guide the customer to a solution based on their selections. (1 – 3A) The form will transform to give an answer instead of the question box where appropriate, i.e. card reset, schedule a replacement, etc. (3B) 5

6. Targeted Online FAQ - Example Add a decision tree to access the form 1 Topic * High level drop down, i.e. On Screen Message 2 Topic * Next level drop down, i.e. the message or code 6

7. Targeted Online FAQ - Example Use the selections to show the form with the most appropriate Online FAQ 1 Topic * High level drop down, i.e. On Screen Message 2 Topic * Next level drop down, i.e. the message or code 3A You could Try Targeted Online FAQ Subject * 7

8. Targeted Online FAQ - Example Change the email entry form when appropriate 1 Topic * High level drop down, i.e. On Screen Message 2 Topic * Next level drop down, i.e. the message or code 3B Click here to reset your card, it appears you need a replacement click on the calendar below to schedule, etc. Answer 8

9. Outbound Support Customer Experience Add a button to the current email form to allow the customer to receive a call back from an agent (5) The customer will either request an immediate call back or schedule a call (6) An email response is the default (4) Operational change When the customer clicks continue if a call back is selected the message is automatically routed to an “Air Traffic Controller”, a senior level agent at the appropriate call center The Air Traffic controller researches a solution and calls the customer back or hands it off to an agent to call back at the schedule time All incoming messages are monitored for a spike in any type of issue and an alert is sent out when a predetermined threshold is met All message data is captured for later analysis 9

10. Outbound Support - Example Call back from an agent added to the form E Subject * Question * 5 I would like to be called back by a Example Company agent 6 4 As soon as possible (default) or a calendar pop up to schedule Email 10

11. Benefits Customer Experience Customers will fix more issues on their own Less time on the phone Better customer experience Operational Improvements Flag can be automatically raised for global issues Automated routing Issues can be forwarding to multiple departments at once More time to resolve difficult issues Support staff can be reduced or repurposed 11

12. Goals and Metrics Divert X center support to online self-help by Q? Cut call time by X with Outbound Support by Q? Global issue response time reduced by X with Outbound Support real-time monitoring by Q? Use archived data to make comprehensive reporting and metrics for executive management by Q? Improve customer satisfaction by X by Q? 12

13. Next Steps Implement platform changes Add data collection, metric, and reporting Create or change back-end monitoring and automated forwarding Make back-end and front-end changes to support Targeted Online FAQ Create call center changes for Outbound Support Make Font-end and back-end changes for Outbound Support Pilot Pilot Targeted Online FAQ to select group of .com users Pilot Outbound Support with X call center Full role out Targeted Online FAQ Outbound Support Monitor and report on goals 13

14. Questions? 14