Social service in a multi channel world, Brad Bennett, Genesys

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Delivering Effective Customer Service at Social Media Week London 2013. Hosted by Our Social Times, 26/9/13

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Social service in a multi channel world, Brad Bennett, Genesys

  1. 1. Social  Services  in  a  Mul/  Channel  World   Brad  Benne(  @bradbenne(   Innova.ons  Architect  EMEA,  Genesys  
  2. 2. ©  2013,  Genesys  Telecommunica.ons  Laboratories,  Inc.  All  rights  reserved.  2     The  Perfect  Storm   Mobile   Social  Media   The  Mobile  Social  Experience  
  3. 3. ©  2013,  Genesys  Telecommunica.ons  Laboratories,  Inc.  All  rights  reserved.  3     Witnessing  Va/can  History  in  2005   ©  2013,  Genesys  Telecommunica.ons  Laboratories,  Inc.  All  rights  reserved.  3    
  4. 4. ©  2013,  Genesys  Telecommunica.ons  Laboratories,  Inc.  All  rights  reserved.  4     Witnessing  Va/can  History  in  2013   ©  2013,  Genesys  Telecommunica.ons  Laboratories,  Inc.  All  rights  reserved.  4    
  5. 5. ©  2013,  Genesys  Telecommunica.ons  Laboratories,  Inc.  All  rights  reserved.  5     Messages   Addresses  &   Descrip.ons   Notes   Phone   Wikis,  blogs,   URLs,  forums,   customer   reviews  etc.   Email   Instant   Messaging,   Video,   Review  apps   etc.   Social  Media  
  6. 6. ©  2013,  Genesys  Telecommunica.ons  Laboratories,  Inc.  All  rights  reserved.  6     Google  Glasses   Another   Disrup/on    
  7. 7. ©  2013,  Genesys  Telecommunica.ons  Laboratories,  Inc.  All  rights  reserved.  7     Coping  with  Mul/ple  Channels   •  Channels  are  mul.plying   •  Companies  are  struggling  to     meet  this  expecta.on  
  8. 8. ©  2013,  Genesys  Telecommunica.ons  Laboratories,  Inc.  All  rights  reserved.  8     Most  Consumers  Use  at  least  3  Channels  to  Engage   25% of consumers use 1 or 2 channels 52%of consumers use 3 or 4 channels 22% of consumers use 5 or more channels 3 channels 4 channels 5 or more channels1 channel 2 channels N=8,000 74% use at least 3 channels Source: Ovum
  9. 9. ©  2013,  Genesys  Telecommunica.ons  Laboratories,  Inc.  All  rights  reserved.  9     Customers  See  One  Conversa/on   • Customers  want   service  that  is…   •   Convenient   •   Context-­‐based   •   Personal   • …regardless     of  channel,   throughout     their  en.re   conversa.on.  
  10. 10. ©  2013,  Genesys  Telecommunica.ons  Laboratories,  Inc.  All  rights  reserved.  10     ©  2013,  Genesys  Telecommunica.ons  Laboratories,  Inc.  All  rights  reserved.  10     S/ll  Managing  Channels  in  Silos   • Customers  leave  when  it  is  hard  to  do  business     • High  Costs   • Wasted  agent  .me   • Disconnected     solu.ons  
  11. 11. ©  2013,  Genesys  Telecommunica.ons  Laboratories,  Inc.  All  rights  reserved.  11     How  can  you  manage  One  Conversa/on?     Web   Contact  Center   Mobile   In  Person   Social   Naviga.on   Talk   Chat   Ques.on   Verifica.on   Exper.se   Talk   Consulta.on   Tweet  
  12. 12. ©  2013,  Genesys  Telecommunica.ons  Laboratories,  Inc.  All  rights  reserved.  12     Social  Customer  Service  vs  Social  Marke/ng  
  13. 13. ©  2013,  Genesys  Telecommunica.ons  Laboratories,  Inc.  All  rights  reserved.  13     Genesys  Social  Engagement     Business  Analy.cs  and  Repor.ng   Enables  one  conversa.on  with  the  customer   A  full  featured  Social  Media  Management  Solu.on   Capture   Messages  and   Men.ons     Review  Content   and  Associate   Business  Rules     Distribute   to  the  Right   Resource   Handle  and   Respond  Using   any  Media  Type  
  14. 14. ©  2013,  Genesys  Telecommunica.ons  Laboratories,  Inc.  All  rights  reserved.  14     Customer  Engagement  PlaLorm  
  15. 15. thank you facebook.com/Genesyslab twitter.com/GenesysLab youtube.com/user/Genesyslab1 www.genesyslab.com

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