the slides - CRMXchange
Transcription
the slides - CRMXchange
Before we begin… • • • The presentation will be made available after the webinar. A recording will be available on the [24]7 website There will be a short Q&A period after the presentation. Today’s presenter is [24]7’s Reagan Miller, VP Chat Agent Services © 2015 24/7 CUSTOMER, INC. 1 Digital Agents A New Category of Agent Services © 2015 24/7 CUSTOMER, INC. © 2015 24/7 CUSTOMER, INC. 3 © 2015 24/7 CUSTOMER, INC. 4 © 2015 24/7 CUSTOMER, INC. 5 © 2015 24/7 CUSTOMER, INC. 6 What is the full name of the character Neo in the Matrix? © 2015 24/7 CUSTOMER, INC. 7 What is the full name of the character Neo in the Matrix? © 2015 24/7 CUSTOMER, INC. 8 Assisted Service Has Evolved Early 1980-2000 2000-2010 Walk to store Call contact center Online interactions © 2015 24/7 CUSTOMER, INC. Now Engage via any channel, any time, any device. Self service emerging. 9 Approach to Customer Engagement Collect Data © 2015 24/7 CUSTOMER, INC. Format Data Real Time Decisioning Act and Execute 10 What Does Omnichannel Mean For Agents? © 2015 24/7 CUSTOMER, INC. 11 “Today’s agents are predisposed to searching for the solution over and over again. They don’t directly retain specific content anymore, instead they are more focused on the method to find the content” - Rienzi Ramirez* *Forrester Brief: “Retool For A New Workforce Reality”, Dec 2014 © 2015 24/7 CUSTOMER, INC. 12 What is the approximate annual spending power of millennials in 2015? © 2015 24/7 CUSTOMER, INC. 13 What is the approximate annual spending power of millennials in 2015? $200 Billion © 2015 24/7 CUSTOMER, INC. 14 Introducing the Digital Agent Media Savvy Situationally Aware Enabled by Prediction Empowered by Omnichannel Armed with Insights Outcome Oriented © 2015 24/7 CUSTOMER, INC. 15 Introducing the Digital Agent Media Savvy Shops online Heavy user of texting apps Uses social media © 2015 24/7 CUSTOMER, INC. 16 Introducing the Digital Agent Situationally Aware Though the agent appears mid-stream in a customer journey, they are able to pick up the thread with no disruption of the customer’s journey. © 2015 24/7 CUSTOMER, INC. 17 Introducing the Digital Agent Enabled by Prediction Not only know where customers have been but what they want to accomplish throughout the journey. © 2015 24/7 CUSTOMER, INC. 18 Introducing the Digital Agent Empowered by Omnichannel Comfortable with customers moving from one channel to other, and able to combine channels in unique ways to solve customer issues. © 2015 24/7 CUSTOMER, INC. 19 Chat Is An Important Channel Now 63% 24% 11% PC/ Laptop/ Tablet 4% Chat Agent Smart Phone 81% Self-Service Landline 12% Voice Agent © 2015 24/7 CUSTOMER, INC. 20 Chat Will Grow Even More in Future 37% 60% 1% PC/ Laptop/ Tablet 8% Chat Agent Smart Phone 90% Self-Service Landline 2% Voice Agent © 2015 24/7 CUSTOMER, INC. 21 Introducing the Digital Agent Armed with Insights Data analysis provides deep insights into customer journeys, which in drives continuous improvements in performance. © 2015 24/7 CUSTOMER, INC. 22 Introducing the Digital Agent Outcome Oriented Laser-focused on helping customers successfully complete their journeys. © 2015 24/7 CUSTOMER, INC. 23 Case Study: IVR to Chat Invite qualified callers to chat at the IVR 1 … would you like to chat instead…? 2 3 Warm contextual hand-off to chat agent © 2015 24/7 CUSTOMER, INC. 24 Case Study: IVR to Chat Systematic IVR deflection Total Calls: 100% 6.0% Eligible Calls: 83% Deflected call volume SMS offered: 96% 8% Accepted: 14% Deflected call volume (projected) Link clicked: 87% Interactive chats: 62% 49% 63% Voice NPS NPS for deflected chats 95% 15% Deflected call volume (projected) CURRENT • IVR and SMS gateway integration • Mobile chat experience with sliders 3 MONTHS • Web presence • Improved rule management • Callback integration 12 MONTHS • Native mobile support • Any-to-any channel transitions • NL support and predictive models • Warm and continuous sessions Chat FCR (compared to 70% voice FCR) © 2015 24/7 CUSTOMER, INC. 25 Case Study: Assist for Voice Upgrade your voice experiences I’m sending you a list of available flights through a text message… Works in a mobile browser; no installation required. © 2015 24/7 CUSTOMER, INC. 26 Case Study: Assist for Voice Achieve better outcomes OPEN CALL QUALIFY CUSTOMER -29% Call AHT (Terms and conditions sliders) PRESENT PRODUCT 75% Interaction success rate EXPLAIN/ COMPARE PROCESS ORDER +10% Sales conversions (product info. and plan comparison sliders) CLOSE CALL © 2015 24/7 CUSTOMER, INC. 27 What percentage of consumers visit the web before calling for assistance? © 2015 24/7 CUSTOMER, INC. 28 What percentage of consumers visit the web before calling for assistance? © 2015 24/7 CUSTOMER, INC. 29 © 2015 24/7 CUSTOMER, INC. 30 Thanks for joining us! To learn more, connect with us here… Web: www.247-inc.com Email: queries@247-inc.com Twitter: @24_7_inc © 2015 24/7 CUSTOMER, INC. 31