How to reduce call volumes in a way that will reduce customer effort
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The document discusses opportunities to reduce call volumes and improve the customer experience. It suggests shifting more interactions to self-service and proactive engagement by simplifying journeys, continuous improvement efforts, an outside-in mindset, intelligent assistance, personalized self-service, mobile self-service, voice and video engagement, and integrating different engagement types into a single app. The goal is to provide assistance when and how customers need it across multiple channels.
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How to reduce call volumes in a way that will reduce customer effort
- 1. How to reduce call volumes in a way that will reduce customer effort
- 4. Where Are The Opportunities?
- 7. Continuous Improvement Post Interaction Surveys Interaction Analytics Snapshot Surveys Mystery Shopping Front Line Feedback
- 8. Example - Front Line Feedback
- 9. Example – Mature Voice Of The Customer
- 10. Continuous Improvement LISTEN INTERPRET REDESIGN/ INVENT PILOT/ LEARN IMPROVE Cross Functional Collaboration Chief Customer Officer/Chief Digital Officer
- 11. Marginal Improvements Are Important
- 12. Where Are The Opportunities?
- 14. The Proactive Mindset u p s t r e a m d o w n s t r e a m LitigationComplaint 2+ Time Resolution Multiple Transfers 1st Time Resolution Inbound Situation Recognised Outbound Need Anticipated Need Removed “Has my claim been accepted?”
- 15. The Proactive Mindset u p s t r e a m d o w n s t r e a m LitigationComplaint 2+ Time Resolution Multiple Transfers 1st Time Resolution Inbound Situation Recognised Outbound Need Anticipated Need Removed 1. Need to phone and find out 2. Automated, instant confirmations triggered at each stage of claims workflow
- 16. The Proactive Mindset LitigationComplaint 2+ Time Resolution Multiple Transfers 1st Time Resolution Inbound Situation Recognised Outbound Need Anticipated Need Removed
- 17. More Proactive Opportunities LitigationComplaint 2+ Time Resolution Multiple Transfers 1st Time Resolution Inbound Situation Recognised Outbound Need Anticipated Need Removed
- 18. Where Are The Opportunities?
- 23. Getting Smarter w a t c h e s & l e a r n s
- 24. Helping You Out
- 25. And Don’t Ignore Mobile Self Service An estimated 95% of mobile apps in the app store lack an in-app channel for customers to get immediate support Source: Based 1.3 Billion devices the Helpshift SDK is installed on over 6 month tracking 1 in 5 Mobile Users Seeks In-App Help This number doesn’t even account for the users who encounter a problem and simply leave the app
- 26. Where Are The Opportunities?
- 29. Where Next?
- 30. All In An App? 30 ASSISTED SER VIC E - SELF SER VIC E - PR OAC TIVE SER VIC E ©Brainfood Consulting 2016 Voice - Text - Video