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Customer Service and Support's Digital Future

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What does the digital future hold for your customer service and support?

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Customer Service and Support's Digital Future

  1. 1. The digital future for customer service and support Holly Simmons Sr. Director, Product Marketing, Customer Service Management ServiceNow Mary Wardley Program Vice President, Customer Care and CRM IDC Guest speaker:
  2. 2. 2 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Challenges in customer’s journey Unable to help themselves Why is my product not working? Search website Call Customer Service
  3. 3. 3 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Challenges in customer’s journey No permanent solutions Unable to help themselves Why is my product not working? Search website Call Customer Service No solution— issued case # When will this be fixed?
  4. 4. 4 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Challenges in customer’s journey No permanent solutions Needs not anticipated Unable to help themselves Why is my product not working? Search website Call Customer Service No solution— issued case # Calls customer service again When will this be fixed? Why am I telling you there is a problem?
  5. 5. 5 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Undesirable results for customer service leaders Reduced CSAT Lost Revenue Higher Costs $$
  6. 6. 6 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Engagement is not enough Customer Engagement
  7. 7. 7 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Service management is the missing piece + Service Management
  8. 8. 8 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. There is a better way Service Management Customer Service Management Customer Engagement + 8 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential.
  9. 9. 9 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. A better way to deliver customer service ServiceNow Customer Service Management ProactiveConnectedEffortless
  10. 10. 10 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. ServiceNow: Real value outcomes for our customers 200Cases generated daily via monitoring Effortless Connected Proactive >99% Decrease in case assignment time 15% Decrease in agent case creation as a result of adding self-service Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.
  11. 11. The Digital Future for Customer Service and Support Mary Wardley, Program Vice President Customer Care and CRM © IDC
  12. 12.  Digital Transformation –The 3rd Platform and Innovation Accelerators  Differentiated Customer Experience Examples  The Service Continuum  Multi-channel Challenges and Requirements and Agent Strategies  Essential Guidance © IDC 12 Agenda
  13. 13. 3rd Platform Technologies and Accelerators are Driving Transformation 13© IDC Accelerators: 2016–2021 CAGR 19.8% 3rd Platform: 2016–2021 CAGR 6.6% Cloud computing 2nd Platform: 2016–2021 CAGR -6.5% Client/server computing 1st Platform: Mainframe computing
  14. 14. 44% 47% 52% 54% 54% 60% 65% Deliver IoT-enabled offerings New distribution channels Mobile strategy integration New business models New partnerships Increased revenue streams Speed of product / service delivery Business results gained from digital initiatives © IDC 14 Digital Initiatives Deliver Business Value Q. Which of the following business results has your organization gained from its digital initiatives? Source: IDC WE CX Networks Survey, Axway, March 2017. N=602.
  15. 15. © IDC© IDC 15 Domino’s Pizza Innovative Technology Leader Aggressive investment in digital platforms and data analytics Estimated $5.6 billion annual in global digital sales 60% of US orders are online or through mobile apps AnyWare platform enables ordering via  Apple Watch, Amazon Echo, Ford SYNC, Samsung Smart TVs, tweet-to-order, text-to-order, Facebook Messenger, Google Home Q3 2018 represented the 30th consecutive quarter of positive domestic same store sales growth
  16. 16. © IDC© IDC 16 Fleet management service  Real time vehicle performance data  Service advisory’s and scheduling before problem occur  Optimized service plans and part delivery to nearest dealer when problems occur Reduced maintenance costs to $.03 per mile from $.12+ per mile Real time visibility of over 325,000 vehicles actively monitored
  17. 17. © IDC© IDC 17 Conversational Commerce – It’s not just a phone number anymore Enhancing the customer experience Continually exploring new innovative technologies Innovating the way customers interact
  18. 18. Paperless, signatureless, branchless banking © IDC 18 “ Every customer who moves beyond the digital threshold makes us twice as much money, in both the consumer and SME space.” Piyush Gupta, CEO Q2 2018 results media briefing, 2 August 2018 Digibank unveiled in India April 2016 as a ‘mobile-only’ bank Near 2.5 million customers 24x7 virtual assistant powered by Kasisto AI platform  Mobile, web, messaging, voice-enabled channels
  19. 19. © IDC© IDC 19 Evolution of the CRM Environment Channel proliferation continues. Aggregate customer experience requirements, see interactions in context, provide targeted timely responses. Blended agents. Blending marketing, sales and service agents to handle a range of requests. Harness data and analytics for prediction and AI. Rise in focus on knowledge management solutions to feed AI. Channel rationalization. Requirement for analytics across channels, insight, prescriptive actions, business process flows, context of the customer.
  20. 20. © IDC© IDC 20 The Service Continuum IoT self informing issue with navigation 1  Service - Auto Case Creation • What is it? • What’s the problem? • Do I make it? • Who should handle it? Device update Resolved – no customer involvement 2 Not Resolved  System Access  Asset Management  Problem Management  Field Service  Depot & Repair  Historical record of issue  Communication to customer • Bot, email, text, sms, call back request Issue Resolution
  21. 21. © IDC 21 The Benefits/Challenges and Requirements of a Proactive Customer Handling Environment High Touch Low Touch No Touch Medium Touch Turbo Touch IoT Devices FAQ Social Community Mobile App Bots Chat Webinar Email SMS Call Conference Call 2-Way Video Supported in the field Supported in Store Customer Access and Escalation OrganizationalResourceDemands
  22. 22. 0 10 20 30 40 50 60 70 80 Internally- managed and staffed ONSHOR (n=335) Internally- managed and staffed - OFFSHORE (n=274) Outsourced - ONSHORE (n=260) Outsourced - OFFSHORE (n=252) Internally- managed and staffed ONSHOR (n=379) Internally- managed and staffed - OFFSHORE (n=317) Outsourced - ONSHORE (n=307) Outsourced - OFFSHORE (n=293) Increase Stay about the same Decrease © IDC 22 Agent Population Expectations – Efficiency Requirements Q. How do you expect the number of contact center agents to change in the next 2-3 years (2016-2018) Source: IDC Contact Center Survey, 2016 n=1,121, 2018 n=1,296
  23. 23. © IDC 23 Channel Showdown Continues Q – For all channels selected in, of your inbound contact center calls, what mix of cases addressed by contact center agents come from each source (% of channel): 18.8% 29.8% 23.3% 27.0% 36.5% 12.0% 10.0% 41.3% 40.0% 25.5% 18.8% 27.3% 20.3% 9.3% 4.0% 6.3% 5.5% 4.3% 5.3% 19.5% 11.3% 2.5% 3.0% 21.0% 7.8% 5.5% 3.5% 2.3% 1.0% 1.5% 14.0% 5.0% 3.3% 0.0 10.0 20.0 30.0 40.0 50.0 60.0 70.0 80.0 IoT Devices FAQ/Knowledge Base Customer Community Phone Website contact form Bots Co-Browse Email Chat SMS Other messaging (e.g., Facebook messenger) Social network post Mobile in-app support In-Store 1-Way Video 2-Way Video 1%-24% 25%-49% 50%-74% 75%-99% 100%N = 400 Base = All Respondents Notes: Managed by IDC's Quantitative Research Group.; Data Not Weighted; Use caution when interpreting small sample sizes. Source: Contact Center Metric Survey, IDC, February, 2018
  24. 24. © IDC© IDC 24 Essential Guidance Continue focus on customer experience framed in digital transformation Plan for end-to-end service framework Increase channel assimilation Leverage proactive & AI-fueled processes and interfaces
  25. 25. 25 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. Q & A Thank you for joining us. Holly Simmons Sr. Director, Product Marketing, Customer Service Management ServiceNow Mary Wardley Program Vice President, Customer Care and CRM IDC
  26. 26. 26 © 2018 ServiceNow, Inc. All Rights Reserved. Confidential. On-demand webinars ON-DEMANDCheck out our on-demand webinars at www.servicenow.com

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