Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.
Implementing Multi-Channel Social Customer ServicesRichard McCrossan @dossanStrategic Business Director EMEA, Genesys
The challenge       HighDifficulty toControl Brand    Image         Low                                          Many     ...
Focus on your Disloyal Customers                                      Quality                                             ...
94%Of customers                             88%                               Of customers                                ...
57% contact centre                            calls come from web                                         Corporate Execut...
Customer Service Adoption                                 1 in 4 seniors                                50% aged 18-32    ...
Cross Channel Conversations           Browse                 ResearchInternet                    Chat                     ...
Expanding conversations to the Social sphereSocial-sphere Browse                 ResearchInternet                Chat     ...
Expanding conversations to the Social sphere                                  CheckSocial-sphere           Browse         ...
Enabling Employees To Give Good AnswersReflect customer behaviour                                Listen                   ...
Leverage existingcustomer service tools, knowledge, expertise Use customer’s cross   channel historyBlend channels at the ...
Cross Channel Customer Service   Drive loyalty    with cross      • “Conversation aware”     channel          social custo...
www.genesyslab.comtwitter.com/GenesysLabfacebook.com/Genesyslabyoutube.com/user/Genesyslab1                               13
Upcoming SlideShare
Loading in …5
×

Implementing multi channel social customer services, richard mc crossan, genesys

1,073 views

Published on

Richard McCrossan, Strategic Business Director EMEA, Genesys

Published in: Business, Technology
  • Be the first to comment

Implementing multi channel social customer services, richard mc crossan, genesys

  1. 1. Implementing Multi-Channel Social Customer ServicesRichard McCrossan @dossanStrategic Business Director EMEA, Genesys
  2. 2. The challenge HighDifficulty toControl Brand Image Low Many Number of Channels 2
  3. 3. Focus on your Disloyal Customers Quality Quality Features Sources of Sources of Service Service Loyalty Disloyalty Value Features Brand Value Brand 3
  4. 4. 94%Of customers 88% Of customers 96% Of customers who with low effort with low effort put forth high will repurchase increase spend effort to resolve their issue are more disloyal An excerpt from Shifting the Loyalty Curve Mitigating Disloyalty by Reducing Customer EffortCUSTOMER CONTACT COUNCIL R 4 4
  5. 5. 57% contact centre calls come from web Corporate Executive Board “Stop trying to delight your customers”Customers today are using a mix of channels to find answers. This means thatyou need to pay attention to your cross-channel experience. Make sure thatcustomers can start a conversation on one channel and continue it on another. http://blogs.forrester.com/kate_leggett/11-08-29- forrester_technographics_data_points_to_increased_communication_channel_usage_with_inconsistent_satis 5 5
  6. 6. Customer Service Adoption 1 in 4 seniors 50% aged 18-32 62% satisfaction 6 6
  7. 7. Cross Channel Conversations Browse ResearchInternet Chat Question SpecialistIn Person DiscussContactCenter TalkMobile Check Notified 7
  8. 8. Expanding conversations to the Social sphereSocial-sphere Browse ResearchInternet Chat Question SpecialistIn Person DiscussContactCenter TalkMobile Check Notified 8
  9. 9. Expanding conversations to the Social sphere CheckSocial-sphere Browse TweetInternet Chat Question SpecialistIn Person DiscussContactCenter TalkMobile Check 9
  10. 10. Enabling Employees To Give Good AnswersReflect customer behaviour Listen Social Integrate Prioritize Engagement Right Employee Right Time Right Response Engage Empower employees with access to answers and tools to Right Channel respond. 10
  11. 11. Leverage existingcustomer service tools, knowledge, expertise Use customer’s cross channel historyBlend channels at the desktop Close the loop 11
  12. 12. Cross Channel Customer Service Drive loyalty with cross • “Conversation aware” channel social customer service conversations • Leverage tools and Create stronger expertise for consistent relationships brand experience 12 12
  13. 13. www.genesyslab.comtwitter.com/GenesysLabfacebook.com/Genesyslabyoutube.com/user/Genesyslab1 13

×