View
649
Download
1
Category
Preview:
DESCRIPTION
Mobility makes it incumbent to have the ability to serve customers on their channel of choice. Find out how to create true Social CRM by serving customers on all channels (voice, SMS, social media) and integrating data across these sources.
Citation preview
MOBILITY –A SELF-SERVICE PARTY IN YOUR POCKET… (OR PURSE)
Tobias Goebel
Voxeo
@tpgoebel
#mobilecx
© Voxeo Corporation© Voxeo Corporation© Voxeo Corporation
Multi-Channel Service
Today’s customers traverse multiple (self-service) channels until they decide to reach out to a human for help
Company’s Website
Company’s (Web) App
Contact Center:Chat & Talk
Contact Center:Chat & Talk
Web Search
Web Search
Social Networks
Social Networks
Email, Fax, …
…
Email, SMS, …
@tpgoebel#mobilecx
?Issue
Disconnect
© Voxeo Corporation© Voxeo Corporation© Voxeo Corporation
Mobile Customer Experience
There’s more to mobility than just
“There’s an app for that!”
@tpgoebel#mobilecx
© Voxeo Corporation© Voxeo Corporation© Voxeo Corporation
Vendor Landscape – before Mobility RevolutionResolution
Time
Service Channels
Chat
Web
IVR/Voice
Self-Service Contact Center?
Issue
Vendors AVendors B
Vendors C
@tpgoebel#mobilecx
© Voxeo Corporation© Voxeo Corporation© Voxeo Corporation
Social
Apps
Chat
Web
IVR/Voice
Vendor Landscape – after Mobility Revolution
Self-Service Contact Center?
Resolution
Time
Issue
Vendors B
Vendors C
Vendors D
Vendors E
Vendors A
Mobility Revolution has createdcluttered vendor landscape
@tpgoebel#mobilecxService Channels
© Voxeo Corporation© Voxeo Corporation© Voxeo Corporation
Social
Apps
Chat
Web
IVR/Voice
Vendor Landscape – How it Should be
Self-Service Contact Center?
Resolution
Time
Issue
Vendors A
@tpgoebel#mobilecxService Channels
© Voxeo Corporation© Voxeo Corporation© Voxeo Corporation
#CustServ Macro Trends@tpgoebel
© Voxeo Corporation© Voxeo Corporation© Voxeo Corporation
Solution: Multi-Channel Platform@tpgoebel
© Voxeo Corporation© Voxeo Corporation© Voxeo Corporation
Design Once, Deploy Anywhere
... Please make your choice: Service plan manager, contact data, billing, or support.
IVR
Texting(SMS, Twitter,
FB, Chat)
Mobile Web/Apps
@tpgoebel
© Voxeo Corporation© Voxeo Corporation© Voxeo Corporation
IVR & Contact Center: Solve the Disconnect
Hello and welcome back to Prime Insurance!
Please enter your account
number.3 – 5 – 7 – 0 – 8 – 7 – 1
Thanks. I can see you have an open claim in our
system. Would you like to talk to an agent about this?
Yes please!
Good afternoon Mrs. Myers. I can see you are calling in to hear
about your latest claim…
@tpgoebel#mobilecx
“CTI”
© Voxeo Corporation© Voxeo Corporation© Voxeo Corporation
App & Contact Center: Solve the Disconnect
Click-To-Talk Context-sensitive, in-app phone
experience• Do NOT leave app to make phone call
into call center. Seamless experience
Send context of transaction history to agent via “CTI” bridge
Call volume concerns?Only offer button… • …to valued customers
• …to those that have tried self-service already
• …if queue status permits
@tpgoebel#mobilecx
© Voxeo Corporation© Voxeo Corporation© Voxeo Corporation
Main Challenge
DB
ERP
CRM
Common Access
Connector
@tpgoebel#mobilecx
Challenge for successful multi-channel support:Cross-Channel CRM
© Voxeo Corporation© Voxeo Corporation© Voxeo Corporation
Get Cross-Channel Reports & Analytics@tpgoebel#mobilecx
© Voxeo Corporation© Voxeo Corporation© Voxeo Corporation
No one Channel to Rule Them All…
Confirm via SMS
Switch channel to perform more complex transaction
Backend generatesreminder
Use Channels for what they are best suited for
@tpgoebel#mobilecx
© Voxeo Corporation© Voxeo Corporation© Voxeo Corporation
Can you rent a car in 13 seconds?
Twitter and SMS are the most convenient self-service channels out there
@tpgoebel#mobilecx
Store customer’s Twitter ID in customer profile
© Voxeo Corporation© Voxeo Corporation© Voxeo Corporation
Personalize your Portals
. . .
Not all customers are equal...
...but when it comes to self-service, we sometimes still treat them all the same
@tpgoebel#mobilecx
© Voxeo Corporation© Voxeo Corporation© Voxeo Corporation
Personalization: Why?
Improve Caller Experience
Up-Sell and Cross-Sell
Lower Maintenance
Costs
Optimize thru Reporting and
Analytics
Increase Automation
@tpgoebel#mobilecx
© Voxeo Corporation© Voxeo Corporation© Voxeo Corporation
1:1 Personalization
• Account-specific announcements
• Relevant menu choices• Remember last transactions• Shortener or longer dialogs• ...
Group Level
• Customer segment• Customer value• Language preference• Address or region• ...
Wie ich sehe haben Sie kürzlich einen Schaden gemeldet.
Unsere Schadensabteilung wird sich bald mit Ihnen in Verbindung setzen…
Personalization on different levels
It seems like you are calling in again to transfer money from
your checkings to your savings account?
I can see you were trying to book a car using our app, but could not complete
that transaction. Would you like to speak with an agent?
We are aware of an outage in your area. Would you like to
retrieve a call when power has been restored?
@tpgoebel
© Voxeo Corporation© Voxeo Corporation© Voxeo Corporation
Application Lifecycle Management
VoiceObjects Analyzer
Grammar IDE
Debugger, Trace Viewer, Phone-less testing,Load Testing
Project Documentation
Storyboard Manager
VoiceObjects Desktop
Control Center
© Voxeo Corporation© Voxeo Corporation© Voxeo Corporation
Address Security Concerns@tpgoebel#mobilecx
© Voxeo Corporation© Voxeo Corporation© Voxeo Corporation
Recommended