Providing a Unique Customer Experience via a Multi-Channel Contact Center

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How to align your contact center to support the varied consumer communications channels to better service customers

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  • Nothing here to support TriZetto value. See email on cost.
  • This presentation provides an overview of several paradigm shifts that have placed the Proactive Customer Communications market in the spotlight. With this view as a backdrop, we will provide company background on SoundBite, our product and solution offerings, and the value we bring our clients.
  • Historically, many organizations have been reactive in their approach to customer communications. They wait for problems to arise before they contact a customer – or even worse, they wait for the customer to contact them. This approach has led to huge, costly call centers and inevitably to troubled customer relationships. Today, leading organizations are driving a fundamental shift towards proactive customer communications - specifically finding ways to initiate communications with their valued customers on an ongoing basis. As the quote from Forrester Research shows – organizations that have taken the initiative to establish and implement proactive customer communications strategies have found the reward of deeper customer relationships and the added benefit of lower customer support costs.
  • SoundBite is a leader in the proactive customer communications market. We provide a Software as a Service offering that enables our clients to design, execute, measure and optimize proactive customer communications. We deliver solutions to our 200+ clients, of which approximately 50 are Fortune 500 B2C (business to consumer companies), that enable them to communicate across their customers lifecycle – from marketing to customer care to payments, collections and risk management. These solutions drive the more than 2 billion voice, text and email messages our platform sends annually. Finally, SoundBite is publicly traded on the NASDAQ and our most recent publicly reported year we had ~ $40M in annual revenue. We have a solid balance sheet…a lot of staying power.
  • SoundBite market leading proactive customer communications offering has attracted more than 200 clients, including approximately 50 Fortune 500 companies. Our client list includes: 7 of the top 10 global issuing banks ( Nilson report #933: “Top Credit Card Portfolios Worldwide”) 7 of the top 10 US telecom and media companies 5 of the top 20 US retailers , per Fortune 500. 12 of the top 20 US utility providers (utility size by “End points”) ~ 90 collections agencies and/or debt buyers (n=88 in 2009)
  • A second major paradigm shift affecting customer communications is the consumers’ growing preference for mobile communications. In 2004 the quantity of mobile phones in the United States surpassed the quantity of landlines.  Since that time landlines have continued to decline and mobile accounts have grown.  Today there are almost twice as many mobile phones in America as there are landlines. For the vast majority of consumers, the probability of reaching them via a voice call on their mobile phone is much higher than reaching them on their landline. Over the past few years, text messaging has burst onto the scene as the preferred communication of a large and growing number of consumers. Today more than 50,000 text messages are sent on the US every second. The message here is simple, to have the best chance to break through to today’s consumer is via the mobile voice and text messaging channel.
  • T oday’s consumers are bombarded with a variety of business and personal communications, especially across the email and direct mail channels. This presents huge challenges to organizations who must “break through the noise” to communicate with their customers to achieve a desired result. As leaders in the proactive communications market, we have seen that the secret to success is simple. Communications must be proactive and … Relevant – the communication must involve a topic in which the consumer is interested Personal – the communication must include information specific to the consumer, whether it be a name, information about their account etc. Timely – the communication must be delivered at the appropriate time Engaging – the communication must invite interactivity and create a platform for an ongoing dialog. And for communications to be relevant, personal, timely and engaging – they must be delivered on the consumers’ preferred communication channel in the given circumstance. And the most astute organizations understand that these preferences for a given consumer will evolve over time – and they will be different from situation to situation – for example how I want to be communicated with for a marketing offer vs. a reminder of an overdue payment vs. a notification of a potentially fraudulent event on my credit card will be different. Net-net, doing proactive customer communications successfully is hard – and this is where SoundBite can help your organization excel.
  • In a recent customer campaign, SoundBite delivered service reminders and asked customers what channel they preferred to be communicated with in the future. Results varied proving that organizations must adopt a Multi-Channel strategy to improve customer satisfaction and loyalty.
  • Multi-channel rules engine to automate conversations Automated dialogs initiated from inbound or outbound messages Follows set of pre-defined responses Personalizes interactions using client and customer data Automates conversation with keyword search, DTMF or speech recognition
  • SoundBite’s Contact Center Text Messaging Solution empowers organizations to communicate with consumers using text messaging and further expands the multi-channel experience in the Contact Center.
  • SoundBite Company Confidential
  • Key message: Balance Contact Center Efficiency with Great Customer Experiences We understand that your customers have come to expect superior customer service with every interaction. Providing your customers with fast and efficient service is a key driver of customer satisfaction and is critical to delivering a positive customer experience. SoundBite CTI Connect bridges an organization’s contact center infrastructure to the SoundBite Engage™ Platform enabling a high-quality customer service experience while reducing operational costs. SoundBite CTI Connect Solutions SoundBite provides multiple options to best fit the technology needs and environment of the contact center including pre-route, post-route, and VoiceXML integrations. In addition to the web-based CTI Connect API, SoundBite offers a variety of ready-built software plug-ins and professional services to speed the integration between SoundBite and leading telephony and IVR systems such as Avaya, Cisco ICM, and Genesys. Reduce customer hold time and disconnects Eliminate customer call backs with first-call resolution Prepare agents with key caller information at call arrival Reduce customer frustration
  • Providing a Unique Customer Experience via a Multi-Channel Contact Center

    1. 1. Providing a Unique Customer Experience via a Multi-Channel Contact Center
    2. 2. Agenda <ul><li>Introductions </li></ul><ul><li>Recommendations for Effective Customer Support </li></ul><ul><ul><li>Elizabeth Herrell, VP and Principal Analyst, Forrester Research </li></ul></ul><ul><li>Contact Center Innovations Drive Better Customer Experience </li></ul><ul><ul><li>Joe Gallagher, Enterprise Program Director, SoundBite Communications </li></ul></ul><ul><li>Question & Answer </li></ul>
    3. 3. Effective customer support reaches customers anywhere over any device
    4. 4. Agenda <ul><li>Changing customer expectations </li></ul><ul><li>New models for customer support </li></ul><ul><ul><li>Social media </li></ul></ul><ul><ul><li>Mobile devices </li></ul></ul><ul><ul><li>Proactive communications </li></ul></ul><ul><li>Business value for proactive reach </li></ul><ul><li>Short term steps for moving forward </li></ul>
    5. 5. Disconnect between companies and customers <ul><li>Today’s customers want </li></ul><ul><li>Personal engagement </li></ul><ul><li>Responsive behavior </li></ul><ul><li>Relevant information </li></ul><ul><li>Timely information </li></ul><ul><li>Recognition </li></ul><ul><li>… but companies deliver </li></ul><ul><li>Impersonal support </li></ul><ul><li>Long wait for agent </li></ul><ul><li>Information overload </li></ul><ul><li>Too little to late </li></ul><ul><li>Indifferent support </li></ul>
    6. 6. Customer expectations continue to evolve Last 5 years Current Next 5 years
    7. 7. Customer service needs to focus on positive customer experience <ul><li>Delivers more value across all channels </li></ul><ul><li>Improves workflow for business process </li></ul><ul><li>Increases emphasis on customer analytics </li></ul><ul><li>Reaches out to customers proactively </li></ul><ul><li>Contacts customers before they place a call </li></ul><ul><li>Offers business benefits </li></ul><ul><ul><ul><li>Improved customer satisfaction </li></ul></ul></ul><ul><ul><ul><li>Faster response time for sales and service issues </li></ul></ul></ul>
    8. 8. Delivering positive customer experience means reaching customers over channel of choice <ul><li>Expecting to find customers at home on landline phone is not realistic and increasingly difficult </li></ul><ul><li>Huge rise in cell phone usage indicates most want to contacted directly any where they are </li></ul><ul><li>Acknowledge customer preference to communicate ─ send and receive ─ via SMS or text messages </li></ul><ul><li>Realize voice communications is just one channel, not the only channel </li></ul><ul><li>Achieve a positive customer experience by </li></ul><ul><ul><ul><li>Aligning with customers’ expectations </li></ul></ul></ul><ul><ul><ul><li>Supporting cross channels for interactions </li></ul></ul></ul>
    9. 9. Customers engage multiple channels based on nature of interaction <ul><li>Customers often choose non-voice channels for getting information and basic transactions </li></ul><ul><li>Text messaging replaces email as preferred channel for supporting data interactions </li></ul><ul><li>Seamless support required across all channels— phone, email, Web, SMS, text messaging, IVR, fax, chat, and social networking </li></ul><ul><li>Providing agents with transaction history on non-voice channels, promotes use of lower cost channels </li></ul>
    10. 10. Social media explodes as outlet for customers <ul><li>Customers increasingly using social media for contact with companies and their customers </li></ul><ul><li>Social networking sites used for multiple activities: sales, service, support </li></ul><ul><li>Common interest groups may challenge traditional sources of communications </li></ul><ul><li>Companies need to respond and support these channels for customers and business partners </li></ul><ul><li>Social media sites allow companies to reach broader market </li></ul>
    11. 11. Reaching out to customers promotes intimacy <ul><li>Supports relationship based services that improve the customer’s experience </li></ul><ul><li>Emphasis placed on what customer is saying and doing across all modes </li></ul><ul><li>Customer satisfaction becomes key indicator of success </li></ul><ul><li>Leverages real time customer information for self-service, assisted service, and proactive outreach </li></ul><ul><li>Supports targeted up sell / cross-sell interactions based on preferences </li></ul><ul><li>Provides value added support such as reminders, alerts, and notifications </li></ul>
    12. 12. Alerting customers yields positive response <ul><li>Engages with customers over their channel of choice: cell phones, SMS, email, or landline phone </li></ul><ul><li>Provides convenient way to add new level of support </li></ul><ul><li>Proactive notification and alert systems used for </li></ul><ul><ul><ul><li>Customer care </li></ul></ul></ul><ul><ul><ul><li>Collections </li></ul></ul></ul><ul><ul><ul><li>Emergency notification </li></ul></ul></ul><ul><li>Supports alerts on matters of importance to customers </li></ul><ul><li>Uses advance speech technology for automated interactions and supports transfer to agent </li></ul>
    13. 13. Proactive notification lowers operation costs <ul><li>Timely receipt of information reduces need to make a call </li></ul><ul><li>Alerts customers to take action on matters that could cause future delays or payment penalties </li></ul><ul><li>Encourages customers to use self-service sites to retrieve more information </li></ul><ul><li>Promotes usage of self-service channels </li></ul><ul><li>If customer follows up with live call, it often results in shorter call </li></ul><ul><li>Bottom line: Fewer incoming calls results in lower operational costs </li></ul>
    14. 14. … and expands revenue opportunities <ul><li>Selectively sends relevant information on promotional offers </li></ul><ul><li>Alerts customers to special values for products previously purchased </li></ul><ul><li>Improves collection rates for delinquent payments </li></ul><ul><li>Encourages customers to take action when it is more likely they will make a purchase </li></ul><ul><li>Supports customer satisfaction by informing them of errors or recalls </li></ul><ul><li>Notifies customers if current contract or policy will expire to promote renewals </li></ul>
    15. 15. ROI for self-service activities <ul><li>ROI dependent on percent of increase in automation </li></ul><ul><li>Number of interactions that are partially or fully automated determines savings </li></ul><ul><li>Intuitive interface increases adoption rate </li></ul><ul><li>Many companies realize payback in one year </li></ul>Type of transaction Approx. cost Fully assisted services $6 Technical support $12 and up Chat, collaboration $2 - $5 Email auto response $0.10 - $0.20 Email assisted $3.00 IVR without speech $.0,20 - $0.30 IVR with speech $.0.20 - $.0.50 Proactive notification 0.15 - $0.20 Quantifiable saving per contact lowers operational costs for contact Self service averages less than $0.30 per contact compared to $6/call
    16. 16. How to move forward with proactive communications <ul><li>Identify areas that trigger a high number of incoming calls for basic information: </li></ul><ul><ul><ul><li>Schedules </li></ul></ul></ul><ul><ul><ul><li>Payments </li></ul></ul></ul><ul><ul><ul><li>Account information </li></ul></ul></ul><ul><ul><ul><li>Plan changes </li></ul></ul></ul><ul><li>Update customer information regarding preferred outreach channel </li></ul><ul><li>Sync up with marketing for current account information </li></ul><ul><li>Manage customer’s account proactively — expiration dates, travel info, service contracts, schedules, policies, renewals, etc. </li></ul><ul><li>Anticipate reasons for calls based on individual accounts </li></ul><ul><li>Send proactive messages and track results </li></ul>
    17. 17. Best practices for deploying proactive notification <ul><li>Avoid a silo approach and integrate into overall customer support operations </li></ul><ul><li>Make it easy and intuitive for users </li></ul><ul><li>Limit contacts to matters of importance for customers </li></ul><ul><li>Link to a live agent as needed for comprehensive support </li></ul><ul><li>Ensure stringent security practices </li></ul><ul><li>Start simply and expand </li></ul><ul><li>Review and monitor to determine success </li></ul>
    18. 18. Recommendations <ul><li>Gain support from marketing, sales, and service organizations who will benefit from proactive notifications </li></ul><ul><li>Keep customer data updated on their current contact information </li></ul><ul><li>Receive customer’s permission to notify them on special promotions and savings </li></ul><ul><li>Select POC for initial outreach program </li></ul><ul><li>Monitor and refresh as needed to reach objective </li></ul><ul><li>Evaluate savings from program with accurate reporting of success based on before and after scenarios </li></ul>
    19. 19. Thank you Elizabeth Herrell 617-613-6000 [email_address] www.forrester.com
    20. 20. Contact Center Innovations Drive Better Customer Experience
    21. 21. Agenda <ul><li>About SoundBite Communications </li></ul><ul><li>Consumer Communications Preferences Vary: A Multi-channel Strategy is Required </li></ul><ul><li>Creating an Interactive Customer Dialog Across All Channels </li></ul><ul><li>Contact Center Innovations Drive Better Customer Experience </li></ul>
    22. 22. Paradigm Shift: Towards Proactive Communications Reactive Communications Proactive Communications “ Interactive multichannel communications provide several benefits… to build strong customer relationships while also reducing costs.” Source: “Proactive Outbound Notification Saves Money”, Forrester Research, January 2009
    23. 23. Introduction to SoundBite Communications <ul><li>Proactive Customer Communications Market Leader </li></ul><ul><li>Intelligent platform enables clients to design, execute, measure and optimize customer communications </li></ul><ul><li>Multi-channel: voice, text, email </li></ul><ul><li>Software-as-a-Service (SaaS) </li></ul><ul><li>Solutions span clients’ customer lifecycle </li></ul><ul><li>Over 200 clients </li></ul><ul><li>~50 Fortune 500 B2C companies </li></ul><ul><li>Strong financial position </li></ul><ul><li>$36M cash </li></ul><ul><li>No debt </li></ul><ul><li>Company Facts </li></ul><ul><li>Founded: 2000 </li></ul><ul><li>Headquarters: Bedford, MA </li></ul><ul><li>NASDAQ Ticker: SDBT </li></ul><ul><li>2009 Revenue: $40.2M </li></ul><ul><li>2009 Messages: ~ 2B </li></ul>
    24. 24. SoundBite Users <ul><li>More than 200 clients actively use </li></ul><ul><li>SoundBite’s Proactive Customer Communications offering </li></ul>Financial Services Telecom & Media Retail Energy & Utilities Collection Agencies <ul><ul><ul><li>7 of the top 10 global issuing banks </li></ul></ul></ul><ul><ul><ul><li>7 of the top 10 U.S. telecom & media providers </li></ul></ul></ul><ul><ul><ul><li>5 of the top 20 U.S. retailers </li></ul></ul></ul><ul><ul><ul><li>12 of the top 20 U.S. utility providers </li></ul></ul></ul><ul><ul><ul><li>~90 collections firms </li></ul></ul></ul>
    25. 25. Consumer Communications Preferences Vary: A Multi-channel Strategy is Required
    26. 26. Paradigm Shift: Towards Mobile Communications 50 100 150 Text Messages (billions per month) ‘ 00 100 200 300 Telephones (millions) ‘ 01 ‘ 02 ‘ 03 ‘ 04 ‘ 05 ‘ 06 ‘ 07 ‘ 08 ‘ 09 Source: CTIA and FCC Landline Numbers Mobile Numbers Text Messages
    27. 27. Breaking Through the Noise direct mail text messaging voice email social media To get desired results, communications must be proactive and... <ul><ul><li>Relevant </li></ul></ul><ul><ul><li>Personal </li></ul></ul><ul><ul><li>Timely </li></ul></ul><ul><ul><li>Engaging </li></ul></ul>
    28. 28. Consumer Communication Preferences Vary Source: Based on actual client data <ul><ul><ul><li>Varied channel preferences indicate that a multi-channel strategy is required </li></ul></ul></ul>
    29. 29. A Multi-Channel Strategy is Required Blend voice, text, and email in a single customer interaction Escalate to other channels based on recipient response Measure customer engagement across all channels Create a personalized, interactive dialog across all channels <ul><ul><ul><li>Communicate through varying and multiple channels to drive higher response rates </li></ul></ul></ul>SMS
    30. 30. Create a Personalized, Interactive Dialog <ul><ul><ul><li>Fully-automated customer interactions </li></ul></ul></ul><ul><ul><ul><li>that deliver a highly personalized experience </li></ul></ul></ul><ul><li>Hi, this is TelMobile calling for Jane Doe. We wanted to welcome you and let you know we're happy you joined us.  To get started, we’d like to provide answers to some frequently asked questions. To hear more, please select from the following options: </li></ul><ul><li>  </li></ul><ul><li>To hear how to set up your voicemail, press 1. </li></ul><ul><li>For the details of your current plan, press 2. </li></ul><ul><li>To learn how your charges are determined, press 3. </li></ul>Free Msg: Welcome to TelMobile! To get answers to FAQ reply FAQ or to send a text msg to a live agent reply AGENT For help reply HELP To end alerts reply STOP. Reply Options
    31. 31. Top Ten Global Bank Drives Improved Collections <ul><li>Situation </li></ul><ul><li>One of the world’s largest Financial Services institutions sought improved card collections performance </li></ul><ul><li>Strategy </li></ul><ul><li>Selected SoundBite – first deploying voice messaging then text messaging and email messaging across multiple segments of inventory </li></ul><ul><li>Results </li></ul><ul><li>Estimated savings of 90 FTE (~$2.5M/year) </li></ul><ul><li>2-10% improvement in cure rate </li></ul><ul><li>Initial US deployment expanding to UK and other European locations </li></ul>Multi-channel messaging combines to optimize collections “ Overall, the performance has been extremely strong and much surpassed the initial business case” – Client Executive <ul><ul><ul><li>$2.5M/year in FTE saving </li></ul></ul></ul>
    32. 32. Contact Center Innovations Drive Better Customer Experience
    33. 33. Contact Center Solutions <ul><ul><li>Partner with SoundBite to differentiate your customer contact strategies </li></ul></ul><ul><ul><li>Our solutions help optimize agent performance, reduce operating costs, and increase customer service levels </li></ul></ul>Contact Center Optimization Contact Center Text Messaging CTI Connect Agent Portal
    34. 34. SoundBite Contact Center Text Messaging Solution <ul><ul><li>Business Opportunities </li></ul></ul><ul><ul><li>Empower contact center agents to support customers via text messaging channel </li></ul></ul><ul><ul><li>Adopt a cost-effective channel while providing a positive customer experience </li></ul></ul><ul><ul><li>SoundBite Value </li></ul></ul><ul><ul><li>Offering text for customer support improves customer satisfaction </li></ul></ul><ul><ul><li>Agents can handle multiple customer conversations </li></ul></ul><ul><ul><li>Enables customer self-service resulting in cost-efficiencies </li></ul></ul><ul><ul><li>Further expands the multi-channel experience in the Contact Center </li></ul></ul>Contact Center Text Messaging Solution Dialog Engine enables automated, interactive text messaging Agents respond to text messages via Agent Text Portal Enhanced keyword search Standard and FTEU rate text Contact Center reporting Optimization Solution
    35. 35. Retail Example: Agent Support Dialog Engine Customer Agent Text Portal A printed marketing piece says , “Sign up for our Loyalty program! Text LOYALTY to 77053” LOYALTY ALERT ORDER Welcome to Loyalty Rewards Plus. To check your balance at any time reply BALANCE. To sign up for new product alerts reply ALERT New product is available next Friday. 20% off for early orders. For more info reply MORE. To order now reply ORDER. To opt out reply STOP. Thanks for ordering New Product. To complete your order we need …”
    36. 36. Interactive Text Messaging Increases Collections <ul><li>Situation </li></ul><ul><li>Wireless provider uses 1-way text alerts for collecting on delinquent accounts </li></ul><ul><li>Goal to increase auto-pay and self-cure rates while reducing agent costs </li></ul><ul><ul><ul><li>Strategy </li></ul></ul></ul><ul><li>Leverage SoundBite’s Contact Center Text Messaging Solution for payment and past-due reminders </li></ul><ul><ul><li>Interactive Text Messaging enables subscribers to reply HELP or OPTIONS for more information </li></ul></ul><ul><ul><ul><li>Results </li></ul></ul></ul><ul><ul><li>55% lift in same-day payments </li></ul></ul><ul><ul><li>46% lift in same-day cure rates over BAU </li></ul></ul>Increasing payments while dramatically lowering costs <ul><ul><ul><li>Contact Center Text Messaging more than doubles same-day payments </li></ul></ul></ul>
    37. 37. SoundBite CTI Connect – Genesys Solution <ul><ul><li>Business Challenges </li></ul></ul><ul><li>Organizations are under pressure to reduce costs and increase customer service. </li></ul><ul><ul><li>Balance contact center efficiency with great customer experiences </li></ul></ul><ul><ul><li>Integrate proactive customer communications with contact center infrastructure </li></ul></ul><ul><ul><li>SoundBite Value </li></ul></ul><ul><ul><li>Up to 90% reduction in customer hold times and disconnects on hold </li></ul></ul><ul><ul><li>Match calling levels to agent resources to optimize agent utilization </li></ul></ul><ul><ul><li>Present agents with detailed information at time of call to deliver positive customer experience </li></ul></ul>Ready-built software plug-in to Genesys i-Server Warm transfer with screen pops to agent desktop Intelligent call routing Dynamic call pacing On-screen display of real-time agent availability and hold time CTI Connect Solution Contact Center Solution
    38. 38. Top Issuing Bank Provides Optimal Customer Experience <ul><li>Situation </li></ul><ul><li>Multiple contact centers with varying levels of agent resources, availability, and processes. </li></ul><ul><li>Required a solution flexible enough to accommodate call fluctuations across multiple contact centers while also delivering a consistent customer experience. </li></ul><ul><li>Strategy </li></ul><ul><li>Integrate SoundBite CTI Connect module with Genesys to exchange key customer data at the time of the call </li></ul><ul><ul><li>Collect real-time agent resource statistics to adjust and route calls to optimal contact center location </li></ul></ul><ul><ul><li>Replace whisper functionality with integrated screen pops to deliver personalized and detailed customer information to agent screens </li></ul></ul><ul><li>Results </li></ul><ul><li>Segments customers based on days past due in order to intelligently route customers to available agents for immediate service </li></ul><ul><li>Average customer on hold time reduced to 3 seconds </li></ul><ul><li>Call abandon rate reduced by 83% leading to fewer callback attempts required to reach customers </li></ul>SoundBite CTI Connect Integrates with Bank’s Existing Genesys Technology C onnect <ul><ul><ul><li>Average Hold Time Reduced to 3 Seconds </li></ul></ul></ul>
    39. 39. Summary
    40. 40. Summary <ul><li>Proactive Customer Communications anticipate customer needs and reduce inbound calls </li></ul><ul><li>Align your contact center to support varied communications channels to better service customers </li></ul><ul><li>Create an interactive and personalized dialog across multiple channels to increase automation </li></ul><ul><li>Provide agents with visibility into customer interactions across all channels for better service and agent performance </li></ul>
    41. 41. Question & Answer <ul><li>For a copy of today’s presentation, or if you have additional questions, please contact SoundBite at 888-465-7632 or [email_address] </li></ul><ul><li>Thank You! </li></ul>

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