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5 Tips for Productive
                                   Multi-Channel Customer Service
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Welcome
 Thank you for joining today!          Speaker



 Submit questions via the WebEx
 Chat panel & Twitter -
                                       David Lowy
 @MoxieSoft & @dlowy              VP, Product Management,
                                       Moxie Software




 Session will be recorded and
 sent to attendees with
 presentation
5 Tips for Productive Multi-
Channel Customer Service
David Lowy,
VP, Product Management
September 12, 2012
Agenda
 Importance of the Customer Experience
 The Five Tips:
 1. Maximize First Contact Resolution
 2. Leverage Your Knowledgebase
 3. Right Channel Your Customers
 4. Create Great Agent Workspaces
 5. Push to the Right Channel
 Measuring Success
 Conclusion
Importance of the Customer
Experience
Better Customer Experiences Drive Revenue
                              Total annual impact
                                   (in millions)
Better Customer Experiences Cut Costs




        3 out of 4 consumers move to another channel when online customer service
        fails, costing an organization an average of $22 million.




7
And...Customers Expect You to Respond on Social
Tip 1:
Maximize First Contact Resolution
Tip 1: Maximize First Contact Resolution

                                                Service Delivery Costs vs. Time to Resolve
 High
  Cost to Resolve a Service Request




                                                                                                                10+ Days
                                                                                                                10+ Days
                                                                                                                 > $300
                                                                                                                 > $300



                                                                                                  2 Days
                                                                                                  2 Days
                                                                                                   $155
                                                                                                   $155


                                                                                 24 Hours
                                                                                 24 Hours
                                                                                    $61
                                                                                    $61
                                                  First Contact
                                                  First Contact
                                                        $49
                                                        $49

 Low
                                       First                                                         Multiple
                                                         Time to Resolve a Service Request
                                      Contact                                                         Days



                                                        Source: ServiceXRG (www.servicerxg.com)
Tip 1: Maximize First Contact Resolution
Tip 1: Maximize First Contact Resolution




     Deploy a unified
     knowledgebase
Tip 2:
Leverage Your Knowledgebase
Tip 2: Leverage Your Knowledgebase
 Focus on Dynamic Content
 80/20 rule applies
  • 80% of questions are answered by 20% of your content
 Outline workflow specifically around mission-critical,
 high volume content
  • e.g. New policies affecting customers, product recalls, new
    products
 Find the balance between perfect and timely content
 Develop a workflow to drive continuous
 improvement
Build It Together
 Embrace social interactions & collaborate tools

 Collaborate, Collaborate, Collaborate
  • Customers
  • Partners
  • Employees: Extend the contact center to the back office


 Extend content creation
  • Wikis
  • Blogs
  • Forums
Tip 2: Leverage Your Knowledgebase




       Deploy it
     EVERYWHERE
Tip 3:
Right Channel Your Customers
Tip 3: Right Channel Your Customers

Most Used Customer Communication Channels
        Telephone


Knowledgebase FAQ


             Email


              Chat


       Community


       Click to Call


     Screensharing


      Virtual Agent


      Mobile / SMS


      Social Media

                       0%   10%   20%   30%   40%   50%   60%   70%   80%
Tip 3: Right Channel Your Customers

Offer online customer service channels to meet your customers’ needs


 • Self-service         • Virtual agent       • Click to call
 • FAQs                 • Mobile              • Proactive or
 • Site search          • Proactive or          reactive chat
 • Virtual agent          reactive chat       • Co-browsing
 • IVR                  • Community           • Telephone
 • Social                 forums
 Low                    Medium                High
 Complexity             Complexity            Complexity
Tip 3: Right Channel Your Customers
 Web Self-Service: Your First Line of Defense
  • Is your Help Center easy to find?
  • Does it offer answers to all your most frequently asked questions?
  • Does it contain a contextual escalation path to live support?
  • Is search prominently featured?
Tip 3: Right Channel Your Customers
Email
  Auto Acknowledgement
   •    Setting expectations
   •    Pointing to self-service tools
   •    Bypass Web forms

  Auto Response with auto-close
   •    100% accurate?
   •    Describe escalation methods

  Auto Suggest
   •    Multiple questions
   •    Customer history or data

  Auto Delete
   •    Thank you
   •    Customer history or data
Tip 3: Right Channel Your Customers
Chat: Location, Location, Location
  Every page?
  “Contact Us” Page?
  Inflection Points?
  Proactive vs. Reactive
Tip 3: Right Channel Your Customers
 Proactively engage your customers
  • Use analytics to determine whether or not to engage a customer
  • Use metrics to create conditions and rules for candidates
  • Rule and agent initiated customer engagements
 Leverage existing Web content during session
  • Teach agents the customer experience
  • Use Chat Text and Page Push
 Data Collection
  • Name
  • Email Address
  • Subject
  • Hidden Data
Tip 4:
Create Great Agent Workspaces
Tip 4: Create Great Agent Workspaces
 Provide access to 80% of needed information 80% of the time
 Customize workspaces based on agent skills
 Provide simple integration to data – invoices, billing, histories
Tip 4: Create Great Agent Workspaces
  A workspace is a user interface which enables an
  agent to perform day-to-day activities effectively.
 Flexibility – Map workspaces to business processes
  • Role-based user interfaces
  • Channel-specific agent workspaces
  • Controlled access to external data
 Productivity – Everything is one click away
  • Reduce number of clicks/keystrokes for navigation
  • Single view
  • Maximize screen real estate
 Manageability – Non-programmatic design & deploy
  • Drag & drop design
  • Edit / read-only access
Tip 5:
Push to the Right Channel
Tip 5: Push to the Right Channel
Tip 5: Push to the Right Channel
Tip 5: Push to the Right Channel
Tip 5: Push to the Right Channel
Tip 5: Push to the Right Channel
 On your Web site
  • Home page
  • In global navigation
  • Help page - list channels in the order you want customers to use
    them
 Market channels in all customer communication
  • Work with marketing to create a service awareness program
       - Educate customers on the service options available to them
 Remind customers about available service channels
 whenever possible in:
  •   Newsletters
  •   Up-sell, cross-sell emails
  •   Direct mail
  •   Social marketing
Measuring Your Success
What’s Next: Measuring Success
 Criteria for measuring success:
  • Transaction Completion Rate
  • Deflection
  • Positive Experience
  • Repeat Use
  • Increased Time on Site
  • Conversion Rate
  • Customer Satisfaction
  • Revenue
  • Web Traffic
Watch Out for Common Obstacles
Conclusion
 Five Tips to Productive Multi-Channel Service
  1. Maximize First Contact Resolution
  2. Leverage Your Knowledgebase
  3. Right Channel Your Customers
  4. Create Great Agent Workspaces
  5. Push to the Right Channel


 These tips give you a new model for servicing
 customers that will increase agent productivity,
 reduce cost, and increase profit per interaction.
Thank You
 Questions:
  • WebEx Chat Panel
  • Twitter: @Moxiesoft & @dlowy


 Session recording and presentation will be sent via
 email


 Contact Us:
  • info@moxiesoft.com
  • +1.800.474.1149
  • www.moxiesoft.com

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Webinar - 5 Tips for Productive Multi-Channel Customer Service

  • 1. 5 Tips for Productive Multi-Channel Customer Service Thank you for joining us. We will begin promptly at This presentation is part of the CX Super Heroes Webinar Series 1:00pm ET / 10:00am PT. To hear the audio, you will need to use WebEx audio – receive a call back or dial-in options available. All lines are muted. Please use the Chat panel for questions.
  • 2. Welcome Thank you for joining today! Speaker Submit questions via the WebEx Chat panel & Twitter - David Lowy @MoxieSoft & @dlowy VP, Product Management, Moxie Software Session will be recorded and sent to attendees with presentation
  • 3. 5 Tips for Productive Multi- Channel Customer Service David Lowy, VP, Product Management September 12, 2012
  • 4. Agenda Importance of the Customer Experience The Five Tips: 1. Maximize First Contact Resolution 2. Leverage Your Knowledgebase 3. Right Channel Your Customers 4. Create Great Agent Workspaces 5. Push to the Right Channel Measuring Success Conclusion
  • 5. Importance of the Customer Experience
  • 6. Better Customer Experiences Drive Revenue Total annual impact (in millions)
  • 7. Better Customer Experiences Cut Costs 3 out of 4 consumers move to another channel when online customer service fails, costing an organization an average of $22 million. 7
  • 8. And...Customers Expect You to Respond on Social
  • 9. Tip 1: Maximize First Contact Resolution
  • 10. Tip 1: Maximize First Contact Resolution Service Delivery Costs vs. Time to Resolve High Cost to Resolve a Service Request 10+ Days 10+ Days > $300 > $300 2 Days 2 Days $155 $155 24 Hours 24 Hours $61 $61 First Contact First Contact $49 $49 Low First Multiple Time to Resolve a Service Request Contact Days Source: ServiceXRG (www.servicerxg.com)
  • 11. Tip 1: Maximize First Contact Resolution
  • 12. Tip 1: Maximize First Contact Resolution Deploy a unified knowledgebase
  • 13. Tip 2: Leverage Your Knowledgebase
  • 14. Tip 2: Leverage Your Knowledgebase Focus on Dynamic Content 80/20 rule applies • 80% of questions are answered by 20% of your content Outline workflow specifically around mission-critical, high volume content • e.g. New policies affecting customers, product recalls, new products Find the balance between perfect and timely content Develop a workflow to drive continuous improvement
  • 15. Build It Together Embrace social interactions & collaborate tools Collaborate, Collaborate, Collaborate • Customers • Partners • Employees: Extend the contact center to the back office Extend content creation • Wikis • Blogs • Forums
  • 16. Tip 2: Leverage Your Knowledgebase Deploy it EVERYWHERE
  • 17. Tip 3: Right Channel Your Customers
  • 18. Tip 3: Right Channel Your Customers Most Used Customer Communication Channels Telephone Knowledgebase FAQ Email Chat Community Click to Call Screensharing Virtual Agent Mobile / SMS Social Media 0% 10% 20% 30% 40% 50% 60% 70% 80%
  • 19. Tip 3: Right Channel Your Customers Offer online customer service channels to meet your customers’ needs • Self-service • Virtual agent • Click to call • FAQs • Mobile • Proactive or • Site search • Proactive or reactive chat • Virtual agent reactive chat • Co-browsing • IVR • Community • Telephone • Social forums Low Medium High Complexity Complexity Complexity
  • 20. Tip 3: Right Channel Your Customers Web Self-Service: Your First Line of Defense • Is your Help Center easy to find? • Does it offer answers to all your most frequently asked questions? • Does it contain a contextual escalation path to live support? • Is search prominently featured?
  • 21. Tip 3: Right Channel Your Customers Email Auto Acknowledgement • Setting expectations • Pointing to self-service tools • Bypass Web forms Auto Response with auto-close • 100% accurate? • Describe escalation methods Auto Suggest • Multiple questions • Customer history or data Auto Delete • Thank you • Customer history or data
  • 22. Tip 3: Right Channel Your Customers Chat: Location, Location, Location Every page? “Contact Us” Page? Inflection Points? Proactive vs. Reactive
  • 23. Tip 3: Right Channel Your Customers Proactively engage your customers • Use analytics to determine whether or not to engage a customer • Use metrics to create conditions and rules for candidates • Rule and agent initiated customer engagements Leverage existing Web content during session • Teach agents the customer experience • Use Chat Text and Page Push Data Collection • Name • Email Address • Subject • Hidden Data
  • 24. Tip 4: Create Great Agent Workspaces
  • 25. Tip 4: Create Great Agent Workspaces Provide access to 80% of needed information 80% of the time Customize workspaces based on agent skills Provide simple integration to data – invoices, billing, histories
  • 26. Tip 4: Create Great Agent Workspaces A workspace is a user interface which enables an agent to perform day-to-day activities effectively. Flexibility – Map workspaces to business processes • Role-based user interfaces • Channel-specific agent workspaces • Controlled access to external data Productivity – Everything is one click away • Reduce number of clicks/keystrokes for navigation • Single view • Maximize screen real estate Manageability – Non-programmatic design & deploy • Drag & drop design • Edit / read-only access
  • 27. Tip 5: Push to the Right Channel
  • 28. Tip 5: Push to the Right Channel
  • 29. Tip 5: Push to the Right Channel
  • 30. Tip 5: Push to the Right Channel
  • 31. Tip 5: Push to the Right Channel
  • 32. Tip 5: Push to the Right Channel On your Web site • Home page • In global navigation • Help page - list channels in the order you want customers to use them Market channels in all customer communication • Work with marketing to create a service awareness program - Educate customers on the service options available to them Remind customers about available service channels whenever possible in: • Newsletters • Up-sell, cross-sell emails • Direct mail • Social marketing
  • 34. What’s Next: Measuring Success Criteria for measuring success: • Transaction Completion Rate • Deflection • Positive Experience • Repeat Use • Increased Time on Site • Conversion Rate • Customer Satisfaction • Revenue • Web Traffic
  • 35. Watch Out for Common Obstacles
  • 36. Conclusion Five Tips to Productive Multi-Channel Service 1. Maximize First Contact Resolution 2. Leverage Your Knowledgebase 3. Right Channel Your Customers 4. Create Great Agent Workspaces 5. Push to the Right Channel These tips give you a new model for servicing customers that will increase agent productivity, reduce cost, and increase profit per interaction.
  • 37. Thank You Questions: • WebEx Chat Panel • Twitter: @Moxiesoft & @dlowy Session recording and presentation will be sent via email Contact Us: • info@moxiesoft.com • +1.800.474.1149 • www.moxiesoft.com