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Seismic shifts
are changing consumer
expectations
for engagement.
CONSUMERS TODAY ARE MOBILE,
self-reliant and demand fast, convenient
access to information. In an age where the
customer experience is the new battleground
for winning and keeping customers,
not adapting to meet the new rules of
engagement can be catastrophic for your
business.
The new
reality of the
mobile world.
Customers are talking, texting, tweeting, browsing and
chatting more than ever. Their lifestyles demand fast,
convenient access to information. Customers are also
more self-reliant, often using self-service channels,
peer-based communities and social networks to get
help. Not surprisingly, people have little tolerance
for poor service. Theyll simply take their business
elsewhere. Failure to address these changing consumer
needs can put your business at risk.
#1 Know Me
68% OF CONSUMERS SAY
THEYRE ANNOYED WHEN THEY
HAVE TO REPEAT THEMSELVES.
#2 Make it Mobile
BY 2017, AN ESTIMATED
35 % OF CUSTOMER SUPPORT
INTERACTIONS WILL TAKE
PLACE ON A MOBILE DEVICE.
(Gartner)
FOR EXAMPLE:
Accompany a self-service voice call with a touch-screen
menu of options to improve first-call resolution and
reduce call times.
Embed a qualification dialog into an existing mobile
customer care app. After answering the questions, the
customer receives a callback from an agent who already
has all relevant details.
Embed a chat, audio/video or co-browse widget into an
existing Website or mobile app, giving customers a way to
connect with an agent without leaving the application.
#3 Let Me
Do It Myself
73% OF CONSUMERS WISH
COMPANIES OFFERED MORE
WAYS FOR THEM TO SOLVE
CUSTOMER SERVICE ISSUES
ON THEIR OWN.
YOUR CUSTOMERS ARE MORE SELFRELIANT THAN EVER. In fact, most people
contact companies only after theyve been unable to
solve an issue on their own. Before they reach out
for help, theyve likely searched the internet, looked
at product forums and received feedback through
social media.
#4 Make It Social
MORE THAN ONE IN FIVE
CONSUMERS SAY THEYVE
USED SOCIAL MEDIA FOR
CUSTOMER SERVICE.
(The 2014 American Express Global Customer Service Barometer)
#5 Save Me Time
66% OF CUSTOMERS SAY THAT
VALUING THEIR TIME IS THE
MOST IMPORTANT THING A
COMPANY CAN DO TO PROVIDE
GOOD SERVICE.
45% OF U.S. ADULTS WILL ABANDON THEIR ONLINE PURCHASE
IF THEY CANT FIND A QUICK
ANSWER TO THEIR QUESTION.
(Forrester)
#6 Make Me Smarter
92% OF CONSUMERS TRUST
RECOMMENDATIONS FROM
FRIENDS AND FAMILY OVER ALL
FORMS OF ADVERTISING.
(Nielsen)
7 Hallmarks
of a Modern
Contact Center
The customer experience is the new battleground for
winning and keeping customers. A modern contact
center and enterprise-wide consumer engagement
strategy will not only help you stay competitive and
drive revenue, but also create efficiencies that lower
costs. Here are the core capabilities and strategies you
need to achieve these goals.
#1 Experience Continuity
#2 Consumer-Driven Self-Service Channels
#3 Agent Empowerment
#4 Advanced Call and Task Routing
#5 Proactive Engagement
#6 Compliance
#7 Agile Deployment
#1 Experience Continuity
Address evolving customer interaction preferences
with an omni-channel solution that ensures seamless,
integrated support across various agent-assisted and
self-service touch points including voice, email,
web chat, SMS, mobile apps and social. Todays
consumers will often use multiple self-service
channels and, at times, require help from an agent.
Experience Continuity means providing context
when moving between channels and reducing the
need for customers to repeat information while
speeding issue resolution.
A COUPLE EXAMPLES:
#2 Consumer-Driven
Self-Service Channels
While an omni-channel approach is increasingly
important, its equally vital to ensure the self-service
experience is intuitive and quickly leads to answers.
You can streamline interactions by tapping into the
power of mobile devices, and taking advantage of
progressive technologies like natural language and
personalization.
#3 Agent Empowerment
A comprehensive Workforce Optimization solution
is the cornerstone of agent performance and
productivity which in turn leads to better customer
experiences. This will ensure you have the tools to
maximize agent engagement, including workforce
planning and scheduling, surveying, coaching,
eLearning and analytics.
#4 Advanced Call
and Task Routing
Providing great customer service depends on
maximizing CRM systems, using experience
continuity data and customer-provided information
to intelligently route inquiries. But once the customer
interaction is finished, you need to quickly, consistently
and completely deliver on the commitments your
agents make. Strong back office software allows
managers and supervisors to rapidly adjust tasks and
resources to ensure business objectives are met. The
ability to capture work across any channel, including
manual processes, lets you see how well the back office
is delivering on what the front office promises.
#5 Proactive Engagement
Provide customers with the information they need,
when they need it or even before they know they
need it. Proactive customer service and targeted
two-way outbound notifications, using IVR and SMS,
are an inexpensive way to build customer loyalty
and generate more revenue. For example, automated
order status updates can reduce the number of
inbound calls to agents, freeing them to focus on
more complex tasks. And if problems arise, proactive
automated notifications can cut down on inbound
calls and prevent customer frustration.
#6 Compliance
#7 Agile Deployment
Next Steps
Now more than ever, its critical for companies to
balance delivering a great customer experience with
controlling costs.
What if you could simultaneously enhance customer
interactions, improve satisfaction and decrease costs
all while staying at the forefront of rapidly evolving
technology and ever-changing business requirements?