1. Customer Service Management CSAT = % of Customers satisfied
with the resolution Productivity = Number of issues resolved per
person per day How do I improve productivity & CSAT
simultaneously?
2. Limitations of current form of knowledge sharing.
3. Search Problem Traversal Problem Documentation Problem
4. Search Problem Finding the right article
5. Tens of articles match the keywords Agent is searching by
Reviewing articles to choose the right one, while keeping the
customer on hold adds significantly to average handle time (AHT)
for the call. Search Problem
6. Agents Customers Search time/call 2 min 5 min
7. Traversal Problem Converting linear article into interactive
conversation
8. Finally, Agent starts helping the customer interactively,
while going through some sections of the article, based on customer
feedback. Traversal Problem
9. Finally, Agent starts helping the customer interactively,
while going through some sections of the article, based on customer
feedback. Agent: Is your TV plugged into the wall socket? Customer:
Yes Traversal Problem
10. Finally, Agent starts helping the customer interactively,
while going through some sections of the article, based on customer
feedback. Agent: Is your TV plugged into the wall socket? Customer:
Yes Agent: Is the little red LED light in front of your TV lit?
Customer: No, its not. Traversal Problem
11. Agents Customers Search time/call 2 min 5 min Traversal
overhead 10% 20%
12. Documentation Problem - Agents Time spent creating
unstructured notes after each call
13. Agents have to document after each call. o Takes
significant amount of time (2-5min/call) o Documentation is
subjective & only way to verify is to listen to recorded voice.
o Documentation is inconsistent among agents resolution for the
same exact problem may be documented entirely differently by
different agents. o Documentation is a blob of text & not
structured. Documentation Problem
14. Agents Customers Search time/call 2 min 5 min Traversal
overhead 10% 20% Documentation time 2-5 min
15. Productivity Loss within Organization
16. Average call time 18 minutes Search problem 2 minutes
Traversal problem 10 % of active interaction time Documentation
problem 2-5 minutes Productivity Loss = 4 min + 10% of 14 min =
5.4min Productivity Loss = 5.4/18 min = 30% Internal Productivity
Metrics
17. Average call time 18 minutes Search problem 2 minutes
Traversal problem 10 % of active interaction time Documentation
problem 2-5 minutes Productivity Loss = 4 min + 10% of 14 min =
5.4min Productivity Loss = 5.4/18 min = 30% Search + Traversal
problems lead to decrease in first call resolution (FCR) : 10%
18. Average call time 18 minutes Search problem 2 minutes
Traversal problem 10 % of active interaction time Documentation
problem 2-5 minutes Productivity Loss = 4 min + 10% of 14 min =
5.4min Productivity Loss = 5.4/18 min = 30% Search + Traversal
problems lead to decrease in first call resolution (FCR) : 10%
Assuming Cost per minute for L1 is half of L2 support, 10% FCR loss
is equal to 20% increase in cost.
19. Average call time 18 minutes Search problem 2 minutes
Traversal problem 10 % of active interaction time Documentation
problem 2-5 minutes Productivity Loss = 4 min + 10% of 14 min =
5.4min Productivity Loss = 5.4/18 min = 30% Search + Traversal
problems lead to decrease in first call resolution (FCR) : 10%
Assuming Cost per minute for L1 is half of L2 support, 10% FCR loss
is equal to 20% increase in cost. Nearly 50% of Organizational
productivity/cost is at stake due to Search, Traversal &
Documentation problems
20. The Yonyx Approach Without an alternate solution, it would
be impossible to improve Organizational productivity or CSAT.
21. Yonyx Interactive Guides for Customer Service Flowcharts
you can step through along a desired pathway Unlike decision trees,
based on multi-relational graph technology Cloud based platform to
create, publish, analyze & update interactive guides One guide
per customer call driver Few guides = easier Search Interactive
traversal no more conversion OneClick TranscriptTM - eliminate
after call documentation Crowd sourced feedback from Agents keep
content fresh
22. Step1: Identify Call Drivers Most customer calls are
repetitive in nature. 90% of the repetitive calls are related to a
handful of topics customer call drivers. Each call driver may have
many resolution pathways My computer isnt working! Ive lost email!
I want to add a printer My computer is slow. I cant print I have a
new person starting soon!
23. Step2: Identify Subject Matter Experts (SMEs) in your
organizations to create Yonyx Interactive Guides for each call
driver. Joe Joe Tom Tom Sally
24. Step3: Create a Yonyx for each Call driver
25. Each guide has hundreds of nodes Unlike decision trees,
Yonyx is based on multi-relational directed graph technology Cloud
based platform integrated with CRM/Helpdesk Crowd sourced feedback
to constantly refresh content OneClick Transcript remove after call
documentation
26. It is possible to train Agents to choose the right call
drivers when helping customers. Customers helping themselves can
also click on the topic they need help with. Step4: Publishing
Yonices on your Portal
27. Example Guides Setup & Troubleshooting Comcast
Troubleshooting oriented Ingersoll Rand Device setup largely linear
with built in detours Device setup largely linear with built in
detours Embedded videos along multiple pathways Insurance advisor
for seniors $1B Software vendor using Yonyx for customer service
content behind SSO [email protected]