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Aspect Vice President Serge Hyppolite explained how companies can deliver omni-channel customer service during his presentation at the 2014 Customer Care Leadership Forum in Denver on Sept. 11. In his presentation, “Your Customers Are Calling for Omni-Channel Service: Are You Listening?,” Hyppolite pointed out customers want multiple ways to interact with companies, and businesses that fail to offer omni-channel customer support risk falling behind their rivals. According to Hyppolite, today’s businesses are part of a multichannel world. Consumers are empowered by tablets, smartphones and other mobile devices, Hyppolite said, and companies that recognize the value of delivering omni-channel customer service can gain a competitive advantage over their rivals. Web self-service also is part of providing an omni-channel customer experience, Hyppolite said: “As you put more power in the hands of the consumer, the consumers are actually taking the time to do a lot of research on their own before they engage you … The traditional model of training for your agents has to change, understanding that your consumer’s coming into that engagement informed much more than they were before.” In addition, a “relationship revolution” is taking place between companies and their customers, Hyppolite said. If a company can take advantage of social knowledge, Hyppolite said, it can leverage customer feedback and build long-lasting relationships with customers: “It’s really all about social knowledge. Consumers have access to each other [and] access to other consumers. I know personally if I’m making a purchase, I look at reviews before I make this purchase. I search for information. I look at feedback from my peers. All this access is putting power in the hands of the consumer.” - See more at: http://www.argylejournal.com/customer-care/thought-leadership-spotlight-presented-by-aspect-your-customers-are-calling-for-omni-channel-service-are-you-listening-serge-hyppolite-vice-president-aspect/#sthash.R6M7Mkvo.dpuf
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©2013 Aspect Software, Inc. All rights reserved rev: Mar 2013
Your customers are calling for Omni-channel service: Are you listening?Serge HyppoliteVice President, Aspect Software
Customer Care Leadership Forum – Denver11 September 2014
©2014 Aspect Software, Inc. All rights reserved
Are you meeting customer expectations?
2
Companies that believe they
deliver superior customer
experiences
80%
Companies whose customers agree
8%
72%Bain Customer-Led Growth diagnostic questionnaire; Satmetrix NetPromoter™ database
©2014 Aspect Software, Inc. All rights reserved3
We live in a multichannel world
▸ Channel preference is rapidly changing
▸ Mobile solutions are becoming a must-have
▸ Customers expect proactive outbound for customer care
▸ Agile service is becoming more important than multichannel service
Consistency across channels
Customer Service
Expert
Forrester Research
©2014 Aspect Software, Inc. All rights reserved4
©2014 Aspect Software, Inc. All rights reserved5
Phone
800#
Web self-service
Chat
Social Knowledge
80’s and 90’s 2000’s Today
The Relationship Revolution
©2014 Aspect Software, Inc. All rights reserved6
Smartphone penetration in the US reached 50% in February 2012.
By 2016, more than 60% of inbound customer service interactions are likely to come from devices other than landlines.
The Role of theContact Center Has Changed Forever.
WE BELIEVE…
©2014 Aspect Software, Inc. All rights reserved
THE SHIFT TO OMNI-CHANNEL COMMUNICATIONS…customers expect to engage, inquire, and request service whenever, wherever, and via whatever channel suits them.
©2014 Aspect Software, Inc. All rights reserved8
The New Voice of the CustomerThe unpredictability of changing customer service channels and growing frustration with the continuity of service has many customers losing at…
©2014 Aspect Software, Inc. All rights reserved9
The Omni-Channel ChallengeCustomers are playing and losing at the Omni-channel challenge
©2014 Aspect Software, Inc. All rights reserved
The Omni-Channel Challenge
10
Customers are playing and losing at the Omni-channel challenge
Survey conducted using the omnibus online services of TNS from October 9 to Oct 13, 2013 among national sample of 2,500 American 18 and older, of which 2,201 have contact customer service.
©2014 Aspect Software, Inc. All rights reserved11
The Omni-Channel ChallengeCustomers are playing and losing at the Omni-channel challenge
Survey conducted using the omnibus online services of TNS from October 9 to Oct 13, 2013 among national sample of 2,500 American 18 and older, of which 2,201 have contact customer service.
©2014 Aspect Software, Inc. All rights reserved
Win the Omni-Channel Challenge
12
89% greater year-
over-year customer retention rates
8.5% avg. year-over-
year improvement in first contact resolution rates
9.5% average
year-over-year improvement in annual revenue
7.5% avg.
year-over-year decrease in avg. cost per customer contact
Businesses that adopt an Omni-channel strategy achieve...
According to Aberdeen Group’s October 2013 research report, Omni-Channel Customer Care : Empowered Customers Demand A Seamless Experience
©2014 Aspect Software, Inc. All rights reserved
Omni Channel Customer Engagement
13
▸ Creating Seamless Experiences Throughout the Customer Journey
Customer Expectations
KNOW ME:Personalized Interactions
SHOW ME YOU KNOW ME:Targeted/Timely Notifications and Previous Interaction History
ENABLE ME:All Channels, All the Time, All Devices
VALUE ME:Recognize and Listen to Your Customers
Accenture: The New Omni-Channel Approach to Serving Customers
Omni-channel Customer Experiences
Keys to delivering Omni Channel Service
SMARTNOTIFICATIONS
Based on Thresholds, Process Flows& Preferences
AN ENGAGEDWORKFORCE
Aligned SkillsSchedulesCoaching
OMNI-CHANNELINTERACTIONS
Chat | Voice | Mobile SMS | Email | Social
PERSONALIZEDRELATIONSHIPS
Customer AnalyticsPreferences
Context
©2014 Aspect Software, Inc. All rights reserved
Omni-Channel Customer Interaction
Automated Dialogues(Self-Service)
Voi
ce/V
ideo
Cha
t/IM
SM
S/T
ext
Soc
ial
Mob
ile A
pps
Customer Experience Big Picture
Agent-Assisted Dialogues (Live Service)
Voi
ce/V
ideo
Cha
t/IM
SM
S/T
ext
Soc
ial
Em
ail
Inbound Routing/Proactive Outbound
Con
text
ual D
ata
Tra
nsfe
r
WorkforceOptimization
Wor
kfor
ce
Man
agem
ent
Back Office Optimization
Reporting and Analytics
Enterprise Integration
Qua
lity
Man
agem
ent
Per
form
ance
M
anag
emen
t
Wor
kfor
ce
Man
agem
ent
Wor
k A
lloca
tion
&
Task
Man
agem
ent
Per
form
ance
Man
agem
ent
Security and Compliance
©2014 Aspect Software, Inc. All rights reserved
Conversations to have back at the office…
17
Agree to deliver
remarkable customer
experiences
Think cross channel,
omni-channel
Design your customer
experiencearchitecture
Done right -You and your
customers can WIN at the Omni-Channel
Challenge
©2014 Aspect Software, Inc. All rights reserved
Aspect: Seamlessly align people, processes and touch points to deliver remarkable omni-channel customer experiences
