The customer service in the mobile age. Some thoughts & conclusions while discussing the efficient customer service model.

1. Age
Piotr MERKEL
Mobile
in the
Service
Customer
Some thoughts & conclusions
while discussing the efficient
customer service model

2. the customer service
Customers 2
the way
YOUR
think about
do

3. Customer services
Contracts
Billing &
Invoicing
Payments &
Collection
Inquires
create a number of problems, that turn into
increasing number of inquires & claims to be handled
Claims
utilizing traditional channels,
based on traditional model
!
!
!
!
3

4. Inquires
generate higher cost both direct and indirect
on every stage of the process: handling, processing and responding
$$$
Contracts
Payments
Invoices
Claims
4
Customer services
utilizing traditional channels,
based on traditional model

5. only 5% of the portfolio
uses the e-service channel
• Investing in web portals
• Migrating customers to remote channels
• Employing payments schemes & methods
• Introducing automated transactions
• Creating self-service products
• …
Companies try hard
real
impact
5

6. Klientów
paying the bills is quite complicated
I cannot follow their logic
nobody can track my payments
they change accounts often
they want me to send a letter
problem to address the problem
it’s a complete mess
Customer’s
routine*
official language makes me sick
I feel lost !!! dayily
6*An actual blog post from Polish actress, who describe her experience with customer services: payments, inquires & claims.
Even she assumes herself modern & computer literate !!!

7. … they say, it will be like heaven
mobile
modern
simple
intuitive
automatic
single point
of contact
7

8. went
wrong
What
8
?

9. experience
difficulty
discomfort
embarass
irritation
design
easy
natural
intuitive
comfortable
Designing the
9
Customer Journey

10. with mobile
experience
GOOD
How to bring
10
✨

11. 1. Ask your Customer
2. Design the process
3. Develop the App
4. Allign your organization*
5. Enjoy the success*
11
*we are not to cover these in here ;-)

12. does he need
WHAT
Customer
Ask Your
try to
WHY
understand
12

13. Identity
These days my smartfone is my ID card.
natural & easy verification
automatic data fill-ins
security by design & procedures
applying the existing standards
& procedures (incl 3rd Parties)
13

14. Invoices
I want my bills to appear automatically,
with Key Info/Details presented in a simple form.
Key Info & Data to be presented
existed standards & mechanisms for
automated distribution
sort & search engine
connected to the cloud (eg, for bill image)
14

15. Payments
I want my bills to be paid with a single touch,
while the pre-processing should be automated.
automated fill-ins on transaction
smooth integration with transaction system
reliability & security
simple and clear notification on effect
(„receipt”; „proof of payment”)
15

16. Inuires
Communicating my supplier should be easy &
natural, like conversation, chat or text.
automatic customer details fill-ins
automatic „case/problem” details fill-ins
short reaction time (reception & answer)
clear status & effect communication
conversational dialogue (me vs you/ Q&A)
16

17. Offerings
New Offerings should be personal and presented in a
simple form; if accepted - the details should follow.
Offerings: key details only
pre-acceptance => more details available
full set-u & configuration by Customer
(what, when, under which condition)
17

18. Process
use the existing systems
apply the accepted standards
reduce the number of steps; simplify
be intuitive and user friendly
provide end-to-end UTILITY
Let your process follow the natural behaviour
of the user. Make it simple: less is more ;-)
18

19. & challenges
MOBILE APPS
possibilities
! 19

20. Addressing the needs of the User
Reliable
Engaging
User friendly
Beautifull
Practical
Intuitive
Minimalistic
http://fp20.org/top-3-cechy-dobrej-aplikacji-mobilnej,1278
☺
The „good” app
20
😀
🎯
😍
👍
'
💥

21. 😍 ☺
😀 💥
👍'
Contracts
Billing &
Invoicing
Payments
& Trans.
Inquires
Full potential …
In a recent study, McKinsey found that revenues grew 10-15%
with a 20% customer satisfaction increase when companies focused
on journeys rather than solely looking at individual interactions.
21http://www.slideshare.net/McK_CMSOForum/customer-experience-journey-webinar-v10-091713
Claims

22. Single app = single Control Panel
Full scope of customer services
usability
☯ All My Suppliers
Universal identity
Simple, intuitive, natural UI
Common standards apply
(invoices, transactions, inquires, offerings)
in a single place
22
The ULTIMATE

23. Mutual benefits
SUPPLIER
Cost & Resources Optimization
Flexibility while Designing the services
Efficient communication channel with Customer
The Added value (customer service is a piece of cake)
CUSTOMER
In control with all the bills and customer issues
Communication and payments that follow the mobile way of life
Easy to use - minimum effort & no negative experience
Comfort & satisfaction with everyday use
23

24. Mobile customer service
limited number of errors & faults
improved satisfaction
readiness to selfceare
the real usability
significant increase of number
that follows your style
24
of customers in remote channels
significant increase in net profits
significant increase in NPS /CSI

25. … still there are some too busy to follow …
25

26. Don’t wait !!!
Be mobile !!!
Piotr Merkel
Managing Partner
ul. Jerozolimskie 96
00-807 Warszawa
+48 504 742 944
piotr.merkel@iqmart.pl
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