SlideShare a Scribd company logo
1 of 26
Download to read offline
Smarter Self-Service
for the Millennial
Consumer
John Connors| Sr Director, Digital Transformation, eGain March 8, 2016
Setting the Scene
Slide 2
SMARTER SELF-SERVICE
Smart Ways to Tell Me Something
Smart Ways to Fix My Problem
Smart Ways to Let Me Do Something
Phone 73% Email 68%
Chat 58% Twitter 37%
Help or FAQs
on a company
website
76%
Customers like DIY
74%
83%
65%
55%
54%
51%
73%
73%
42%
35%
37%
31%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90%
Conversation with a customer service
representative or agent via telephone
Help or Frequently Asked Questions (FAQs)
on a company's Web site
Online forum or community with other
customers (e.g., Walmart's Customer Q&A…
Using a self-service mobile phone
application
Using an online “virtual agent” (an avatar
that simulates a customer service…
Contacting a company using Twitter
35+ years old*
18-34 years old
Source: Forrester data for 2012-14
The millennial approach to service
Attributes of
Millennials
We have high
expectations
We know technology
Don’t bore us !
Our smartphone is
always with us
Yeah, we’re
social
We want to fix it
ourselves
We’re all individuals
Don’t waste our time Any and all channels
We’d rather find it than
learn it
What makes millennials tick?
Digital Customer Enterprise
• Know me
o Long term, life cycle knowledge
o Short term, journey knowledge
• Be easy to interact with
• Be consistent
• Treat me well
• Provide value
• Be fun, innovative, different
• Control costs
o Be efficient, be effective
• Attract, Acquire & Retain customers
• Be efficient
• Increase revenues
o “develop” customers, upsell, cross-sell
• Promote & protect brand
There has to be a balance!
Digital relationships
How do I
decrease my
credit limit?
Why do customers come to
the web site? Informational
ComplexTransactional
Tell me
something
Let me do
something
Fix my
problem for
me
How do I enroll in
paperless
communications
Can I request a
specific amount
for my credit limit
increase?
I lost my
card
Decrease my
credit limit
Login ResetTransfer
rewards to
new card
After I enroll for
paperless
communications,
when will I receive my
first paperless billing
statement?
I paid my bill
online, why are
you charging me
late fee?
USE context to make things smarter
Research
Sign Up
Early LifeIn Life
Renewal
Customer
lifecycle
Setting the Scene
Slide 9
SMARTER SELF-SERVICE
Smart Ways to Tell Me Something
Smart Ways to Fix My Problem
Smart Ways to Let Me Do Something
Tell me what I’ll want to know next
Early life – Context from account
Early life – Context from behavior
Setting the Scene
Slide 13
SMARTER SELF-SERVICE
Smart Ways to Tell Me Something
Smart Ways to Fix My Problem
Smart Ways to Let Me Do Something
Be graphical…
Be graphical…
Be intelligent…
Setting the Scene
Slide 17
SMARTER SELF-SERVICE
Smart Ways to Tell Me Something
Smart Ways to Fix My Problem
Smart Ways to Let Me Do Something
Smart ways to let me do
something
Smart ways to let me do
something
Confused journey
Where should
they click?
Customer needs some help regarding
simple trading terms – e.g. Personal Trading
Level or Settlement Period
Optimised journey
Your Personal Trading Level was
set, with your agreement, when
your account was opened.
If you wish to increase the level
please click here.
Settlement Period is governed by
where you are in your trading
period.
What if self-service
doesn’t work
Be smart about assisted service
Smart ways
to transition
to assisted
service
Summary
Make your website Journey Centric
Use Context to be Smart
Embed Knowledge in the Journeys
Let Self Service inform and optimize
© 2016 eGain Corporation. All rights reserved.

More Related Content

What's hot

Why A ‘Channel Agnostic’ Approach To Search Can Deliver Greater ROI
Why A ‘Channel Agnostic’ Approach To Search Can Deliver Greater ROIWhy A ‘Channel Agnostic’ Approach To Search Can Deliver Greater ROI
Why A ‘Channel Agnostic’ Approach To Search Can Deliver Greater ROISmart Insights
 
Laurie Dillon-Schalk - Developing a Digital Strategy & Roadmap
Laurie Dillon-Schalk - Developing a Digital Strategy & RoadmapLaurie Dillon-Schalk - Developing a Digital Strategy & Roadmap
Laurie Dillon-Schalk - Developing a Digital Strategy & RoadmapCanadaHelps / MyCharityConnects
 
Connect the ROI Dots with a Customer Experience Value Strategy
Connect the ROI Dots with a Customer Experience Value StrategyConnect the ROI Dots with a Customer Experience Value Strategy
Connect the ROI Dots with a Customer Experience Value StrategyPeppers & Rogers Group
 
2017 SMB Cloud Summit: The SMB Cloud Shift – Why & So What? (LSA)
2017 SMB Cloud Summit: The SMB Cloud Shift – Why & So What? (LSA)2017 SMB Cloud Summit: The SMB Cloud Shift – Why & So What? (LSA)
2017 SMB Cloud Summit: The SMB Cloud Shift – Why & So What? (LSA)Localogy
 
Co-dependency with Clients - building a great product ≠ great product success
Co-dependency with Clients - building a great product ≠ great product successCo-dependency with Clients - building a great product ≠ great product success
Co-dependency with Clients - building a great product ≠ great product successBarry Magee
 
Embracing FinTech
Embracing FinTechEmbracing FinTech
Embracing FinTechBackbase
 
User Journey for the Digital Customer Experience
User Journey for the Digital Customer ExperienceUser Journey for the Digital Customer Experience
User Journey for the Digital Customer ExperienceHCL Technologies
 
The Journey to Exceptional Customer Experience
The Journey to Exceptional Customer ExperienceThe Journey to Exceptional Customer Experience
The Journey to Exceptional Customer ExperienceCartegraph
 
Salesforce for Service
Salesforce for ServiceSalesforce for Service
Salesforce for ServiceFrank Cernic
 
2017 SMB Cloud Summit: SaaS Startup Showcase (SquareStack, Waymark, Spendgo)
2017 SMB Cloud Summit: SaaS Startup Showcase (SquareStack, Waymark, Spendgo)2017 SMB Cloud Summit: SaaS Startup Showcase (SquareStack, Waymark, Spendgo)
2017 SMB Cloud Summit: SaaS Startup Showcase (SquareStack, Waymark, Spendgo)Localogy
 
Mark Tamis - Customer Experience - Día Mundial de la Caldiad - Asociación Esp...
Mark Tamis - Customer Experience - Día Mundial de la Caldiad - Asociación Esp...Mark Tamis - Customer Experience - Día Mundial de la Caldiad - Asociación Esp...
Mark Tamis - Customer Experience - Día Mundial de la Caldiad - Asociación Esp...Buljan & Partners Consulting
 
East African Business Summit - business model session
East African Business Summit - business model sessionEast African Business Summit - business model session
East African Business Summit - business model sessionAlexander Osterwalder
 
Driving, Measuring & Turbo-Charging Client Engagement in the Legal Arena!
Driving, Measuring & Turbo-Charging Client Engagement in the Legal Arena!Driving, Measuring & Turbo-Charging Client Engagement in the Legal Arena!
Driving, Measuring & Turbo-Charging Client Engagement in the Legal Arena!edynamic
 
Data transformation in the sales environment - cat herding in sales prez
Data transformation in the sales environment - cat herding in sales prezData transformation in the sales environment - cat herding in sales prez
Data transformation in the sales environment - cat herding in sales prezBarry Magee
 
Customer Journey Analyses: Requirements and Choices Digital Analytics Day 2014
Customer Journey Analyses: Requirements and Choices Digital Analytics Day 2014Customer Journey Analyses: Requirements and Choices Digital Analytics Day 2014
Customer Journey Analyses: Requirements and Choices Digital Analytics Day 2014ro11 GmbH
 
Digital Customer Experience Strategy, DocuSign [FutureStack16]
Digital Customer Experience Strategy, DocuSign [FutureStack16]Digital Customer Experience Strategy, DocuSign [FutureStack16]
Digital Customer Experience Strategy, DocuSign [FutureStack16]New Relic
 
Growth Product Development
Growth Product DevelopmentGrowth Product Development
Growth Product DevelopmentMehdi Mehni
 

What's hot (20)

Why A ‘Channel Agnostic’ Approach To Search Can Deliver Greater ROI
Why A ‘Channel Agnostic’ Approach To Search Can Deliver Greater ROIWhy A ‘Channel Agnostic’ Approach To Search Can Deliver Greater ROI
Why A ‘Channel Agnostic’ Approach To Search Can Deliver Greater ROI
 
Laurie Dillon-Schalk - Developing a Digital Strategy & Roadmap
Laurie Dillon-Schalk - Developing a Digital Strategy & RoadmapLaurie Dillon-Schalk - Developing a Digital Strategy & Roadmap
Laurie Dillon-Schalk - Developing a Digital Strategy & Roadmap
 
Connect the ROI Dots with a Customer Experience Value Strategy
Connect the ROI Dots with a Customer Experience Value StrategyConnect the ROI Dots with a Customer Experience Value Strategy
Connect the ROI Dots with a Customer Experience Value Strategy
 
CIM Summit: The Changing Face of Marketing - Act-On, Andrew Wise
CIM Summit: The Changing Face of Marketing - Act-On, Andrew WiseCIM Summit: The Changing Face of Marketing - Act-On, Andrew Wise
CIM Summit: The Changing Face of Marketing - Act-On, Andrew Wise
 
2017 SMB Cloud Summit: The SMB Cloud Shift – Why & So What? (LSA)
2017 SMB Cloud Summit: The SMB Cloud Shift – Why & So What? (LSA)2017 SMB Cloud Summit: The SMB Cloud Shift – Why & So What? (LSA)
2017 SMB Cloud Summit: The SMB Cloud Shift – Why & So What? (LSA)
 
Co-dependency with Clients - building a great product ≠ great product success
Co-dependency with Clients - building a great product ≠ great product successCo-dependency with Clients - building a great product ≠ great product success
Co-dependency with Clients - building a great product ≠ great product success
 
About dobiquity
About dobiquityAbout dobiquity
About dobiquity
 
Embracing FinTech
Embracing FinTechEmbracing FinTech
Embracing FinTech
 
User Journey for the Digital Customer Experience
User Journey for the Digital Customer ExperienceUser Journey for the Digital Customer Experience
User Journey for the Digital Customer Experience
 
The Journey to Exceptional Customer Experience
The Journey to Exceptional Customer ExperienceThe Journey to Exceptional Customer Experience
The Journey to Exceptional Customer Experience
 
Salesforce for Service
Salesforce for ServiceSalesforce for Service
Salesforce for Service
 
2017 SMB Cloud Summit: SaaS Startup Showcase (SquareStack, Waymark, Spendgo)
2017 SMB Cloud Summit: SaaS Startup Showcase (SquareStack, Waymark, Spendgo)2017 SMB Cloud Summit: SaaS Startup Showcase (SquareStack, Waymark, Spendgo)
2017 SMB Cloud Summit: SaaS Startup Showcase (SquareStack, Waymark, Spendgo)
 
Mark Tamis - Customer Experience - Día Mundial de la Caldiad - Asociación Esp...
Mark Tamis - Customer Experience - Día Mundial de la Caldiad - Asociación Esp...Mark Tamis - Customer Experience - Día Mundial de la Caldiad - Asociación Esp...
Mark Tamis - Customer Experience - Día Mundial de la Caldiad - Asociación Esp...
 
East African Business Summit - business model session
East African Business Summit - business model sessionEast African Business Summit - business model session
East African Business Summit - business model session
 
Driving, Measuring & Turbo-Charging Client Engagement in the Legal Arena!
Driving, Measuring & Turbo-Charging Client Engagement in the Legal Arena!Driving, Measuring & Turbo-Charging Client Engagement in the Legal Arena!
Driving, Measuring & Turbo-Charging Client Engagement in the Legal Arena!
 
Data transformation in the sales environment - cat herding in sales prez
Data transformation in the sales environment - cat herding in sales prezData transformation in the sales environment - cat herding in sales prez
Data transformation in the sales environment - cat herding in sales prez
 
Customer Journey Analyses: Requirements and Choices Digital Analytics Day 2014
Customer Journey Analyses: Requirements and Choices Digital Analytics Day 2014Customer Journey Analyses: Requirements and Choices Digital Analytics Day 2014
Customer Journey Analyses: Requirements and Choices Digital Analytics Day 2014
 
Digital Customer Experience Strategy, DocuSign [FutureStack16]
Digital Customer Experience Strategy, DocuSign [FutureStack16]Digital Customer Experience Strategy, DocuSign [FutureStack16]
Digital Customer Experience Strategy, DocuSign [FutureStack16]
 
Growth Product Development
Growth Product DevelopmentGrowth Product Development
Growth Product Development
 
Service Design and IT
Service Design and IT Service Design and IT
Service Design and IT
 

Similar to eGain Digital Day 2016 - Smarter Self-Service for the Millennial Consumer

Digital Customer Experience, two steps ahead
Digital Customer Experience, two steps aheadDigital Customer Experience, two steps ahead
Digital Customer Experience, two steps aheadCapgemini
 
20150512 presentation seminar digital transformation
20150512 presentation seminar digital transformation20150512 presentation seminar digital transformation
20150512 presentation seminar digital transformationPascal Spelier
 
Designing self-service experiences
Designing self-service experiencesDesigning self-service experiences
Designing self-service experiencesPebbleRoad
 
Innovators simply smart-integrated ver 5
Innovators   simply smart-integrated ver 5Innovators   simply smart-integrated ver 5
Innovators simply smart-integrated ver 5walkthis
 
Capgemini Consulting: All-Channel-Experience
Capgemini Consulting: All-Channel-ExperienceCapgemini Consulting: All-Channel-Experience
Capgemini Consulting: All-Channel-ExperienceSamir Selimi
 
Mahindra War Room
Mahindra War Room Mahindra War Room
Mahindra War Room Deepak Kumar
 
Creating a Holistic Financial Experience Strategy BlendConf 2013
Creating a Holistic Financial Experience Strategy BlendConf 2013Creating a Holistic Financial Experience Strategy BlendConf 2013
Creating a Holistic Financial Experience Strategy BlendConf 2013Rikki Teeters
 
30 Business model examples + 120 brainstorm cards #1
30 Business model examples + 120 brainstorm cards #130 Business model examples + 120 brainstorm cards #1
30 Business model examples + 120 brainstorm cards #1Patrick Barrabé® 😊
 
+30 BUSINESS & REVENUE MODEL EXAMPLES
+30 BUSINESS & REVENUE MODEL EXAMPLES+30 BUSINESS & REVENUE MODEL EXAMPLES
+30 BUSINESS & REVENUE MODEL EXAMPLESNetreba
 
Digital Master Bhive
Digital Master BhiveDigital Master Bhive
Digital Master BhiveMahesh Kolar
 
Transacting PPT.pptx
Transacting PPT.pptxTransacting PPT.pptx
Transacting PPT.pptxLyndaWillett
 
UX Conversion Camp: Aldermore Bank, Making Corporate UX Work
UX Conversion Camp: Aldermore Bank, Making Corporate UX WorkUX Conversion Camp: Aldermore Bank, Making Corporate UX Work
UX Conversion Camp: Aldermore Bank, Making Corporate UX WorkLisa Duddington MSc
 
Why Gamification in Lending Tech Must Improve
Why Gamification in Lending Tech  Must ImproveWhy Gamification in Lending Tech  Must Improve
Why Gamification in Lending Tech Must ImproveFlyyx Tech
 
Artificial intelligence and machine learning overview
Artificial intelligence and machine learning overviewArtificial intelligence and machine learning overview
Artificial intelligence and machine learning overviewMukesh Sinha
 
Artificial Intelligence and Machine Learning : Infographics view
Artificial Intelligence and Machine Learning : Infographics viewArtificial Intelligence and Machine Learning : Infographics view
Artificial Intelligence and Machine Learning : Infographics viewMukesh Sinha
 
Artificial Intelligence and Machine learning overview
Artificial Intelligence and Machine learning overviewArtificial Intelligence and Machine learning overview
Artificial Intelligence and Machine learning overviewMukesh Sinha
 
The challenges of E-commerce businesses in nigeria - Ebook version
The challenges of E-commerce businesses in nigeria - Ebook versionThe challenges of E-commerce businesses in nigeria - Ebook version
The challenges of E-commerce businesses in nigeria - Ebook versionStanislaus Olusegun MARTINS
 

Similar to eGain Digital Day 2016 - Smarter Self-Service for the Millennial Consumer (20)

Digital Customer Experience, two steps ahead
Digital Customer Experience, two steps aheadDigital Customer Experience, two steps ahead
Digital Customer Experience, two steps ahead
 
20150512 presentation seminar digital transformation
20150512 presentation seminar digital transformation20150512 presentation seminar digital transformation
20150512 presentation seminar digital transformation
 
The 10 most promising payment and card solution providers 2019
The 10 most promising payment and card solution providers 2019The 10 most promising payment and card solution providers 2019
The 10 most promising payment and card solution providers 2019
 
Designing self-service experiences
Designing self-service experiencesDesigning self-service experiences
Designing self-service experiences
 
Innovators simply smart-integrated ver 5
Innovators   simply smart-integrated ver 5Innovators   simply smart-integrated ver 5
Innovators simply smart-integrated ver 5
 
Capgemini Consulting: All-Channel-Experience
Capgemini Consulting: All-Channel-ExperienceCapgemini Consulting: All-Channel-Experience
Capgemini Consulting: All-Channel-Experience
 
Mahindra War Room
Mahindra War Room Mahindra War Room
Mahindra War Room
 
Creating a Holistic Financial Experience Strategy BlendConf 2013
Creating a Holistic Financial Experience Strategy BlendConf 2013Creating a Holistic Financial Experience Strategy BlendConf 2013
Creating a Holistic Financial Experience Strategy BlendConf 2013
 
30 Business model examples + 120 brainstorm cards #1
30 Business model examples + 120 brainstorm cards #130 Business model examples + 120 brainstorm cards #1
30 Business model examples + 120 brainstorm cards #1
 
+30 BUSINESS & REVENUE MODEL EXAMPLES
+30 BUSINESS & REVENUE MODEL EXAMPLES+30 BUSINESS & REVENUE MODEL EXAMPLES
+30 BUSINESS & REVENUE MODEL EXAMPLES
 
Digital Master Bhive
Digital Master BhiveDigital Master Bhive
Digital Master Bhive
 
Pay4like
Pay4likePay4like
Pay4like
 
Transacting PPT.pptx
Transacting PPT.pptxTransacting PPT.pptx
Transacting PPT.pptx
 
UX Conversion Camp: Aldermore Bank, Making Corporate UX Work
UX Conversion Camp: Aldermore Bank, Making Corporate UX WorkUX Conversion Camp: Aldermore Bank, Making Corporate UX Work
UX Conversion Camp: Aldermore Bank, Making Corporate UX Work
 
Why Gamification in Lending Tech Must Improve
Why Gamification in Lending Tech  Must ImproveWhy Gamification in Lending Tech  Must Improve
Why Gamification in Lending Tech Must Improve
 
Designing A Better Bank
Designing A Better BankDesigning A Better Bank
Designing A Better Bank
 
Artificial intelligence and machine learning overview
Artificial intelligence and machine learning overviewArtificial intelligence and machine learning overview
Artificial intelligence and machine learning overview
 
Artificial Intelligence and Machine Learning : Infographics view
Artificial Intelligence and Machine Learning : Infographics viewArtificial Intelligence and Machine Learning : Infographics view
Artificial Intelligence and Machine Learning : Infographics view
 
Artificial Intelligence and Machine learning overview
Artificial Intelligence and Machine learning overviewArtificial Intelligence and Machine learning overview
Artificial Intelligence and Machine learning overview
 
The challenges of E-commerce businesses in nigeria - Ebook version
The challenges of E-commerce businesses in nigeria - Ebook versionThe challenges of E-commerce businesses in nigeria - Ebook version
The challenges of E-commerce businesses in nigeria - Ebook version
 

eGain Digital Day 2016 - Smarter Self-Service for the Millennial Consumer

  • 1. Smarter Self-Service for the Millennial Consumer John Connors| Sr Director, Digital Transformation, eGain March 8, 2016
  • 2. Setting the Scene Slide 2 SMARTER SELF-SERVICE Smart Ways to Tell Me Something Smart Ways to Fix My Problem Smart Ways to Let Me Do Something
  • 3. Phone 73% Email 68% Chat 58% Twitter 37% Help or FAQs on a company website 76% Customers like DIY
  • 4. 74% 83% 65% 55% 54% 51% 73% 73% 42% 35% 37% 31% 0% 10% 20% 30% 40% 50% 60% 70% 80% 90% Conversation with a customer service representative or agent via telephone Help or Frequently Asked Questions (FAQs) on a company's Web site Online forum or community with other customers (e.g., Walmart's Customer Q&A… Using a self-service mobile phone application Using an online “virtual agent” (an avatar that simulates a customer service… Contacting a company using Twitter 35+ years old* 18-34 years old Source: Forrester data for 2012-14 The millennial approach to service
  • 5. Attributes of Millennials We have high expectations We know technology Don’t bore us ! Our smartphone is always with us Yeah, we’re social We want to fix it ourselves We’re all individuals Don’t waste our time Any and all channels We’d rather find it than learn it What makes millennials tick?
  • 6. Digital Customer Enterprise • Know me o Long term, life cycle knowledge o Short term, journey knowledge • Be easy to interact with • Be consistent • Treat me well • Provide value • Be fun, innovative, different • Control costs o Be efficient, be effective • Attract, Acquire & Retain customers • Be efficient • Increase revenues o “develop” customers, upsell, cross-sell • Promote & protect brand There has to be a balance! Digital relationships
  • 7. How do I decrease my credit limit? Why do customers come to the web site? Informational ComplexTransactional Tell me something Let me do something Fix my problem for me How do I enroll in paperless communications Can I request a specific amount for my credit limit increase? I lost my card Decrease my credit limit Login ResetTransfer rewards to new card After I enroll for paperless communications, when will I receive my first paperless billing statement? I paid my bill online, why are you charging me late fee?
  • 8. USE context to make things smarter Research Sign Up Early LifeIn Life Renewal Customer lifecycle
  • 9. Setting the Scene Slide 9 SMARTER SELF-SERVICE Smart Ways to Tell Me Something Smart Ways to Fix My Problem Smart Ways to Let Me Do Something
  • 10. Tell me what I’ll want to know next
  • 11. Early life – Context from account
  • 12. Early life – Context from behavior
  • 13. Setting the Scene Slide 13 SMARTER SELF-SERVICE Smart Ways to Tell Me Something Smart Ways to Fix My Problem Smart Ways to Let Me Do Something
  • 17. Setting the Scene Slide 17 SMARTER SELF-SERVICE Smart Ways to Tell Me Something Smart Ways to Fix My Problem Smart Ways to Let Me Do Something
  • 18. Smart ways to let me do something
  • 19. Smart ways to let me do something
  • 20. Confused journey Where should they click? Customer needs some help regarding simple trading terms – e.g. Personal Trading Level or Settlement Period
  • 21. Optimised journey Your Personal Trading Level was set, with your agreement, when your account was opened. If you wish to increase the level please click here. Settlement Period is governed by where you are in your trading period.
  • 23. Be smart about assisted service
  • 24. Smart ways to transition to assisted service
  • 25. Summary Make your website Journey Centric Use Context to be Smart Embed Knowledge in the Journeys Let Self Service inform and optimize
  • 26. © 2016 eGain Corporation. All rights reserved.