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Automating Customer Service & Improving The · PDF fileAutomating Customer Service & Improving The Customer Experience. SUCCESS STORY. Challenges • To accelerate their ability to

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Page 1: Automating Customer Service & Improving The · PDF fileAutomating Customer Service & Improving The Customer Experience. SUCCESS STORY. Challenges • To accelerate their ability to

Automating Customer Service & Improving The Customer Experience

SUCCESS STORY

Challenges• To accelerate their ability to quickly identify customers by name, and asking relevant

questions to speed overall customer support services.

• To provide automation of customer self-services.

• To provide more detailed metrics to better track customer support calls.

SolutionsTo avoid a costly capital expense, and implement a solution that was quick and easy to deploy, Marketo chose to use Genesys Premier Edition Virtual Contact Center (VCC) cloud-based solution to leverage skills-based routing. The Marketo support team was able to quickly use Genesys Premier Edition VCC call routing (ACD) to route inbound calls from customers. Later, Marketo added Genesys Salesforce CTI cloud-based integration into its support application to further streamline customer service calls. With this integration, the support team was able to handle all call center features within the Salesforce.com working environment.

Benefits• Personalized caller interactions, automating functions such as case creation, lookup, and

incoming caller info directly to contact center agents, using screen pop in Salesforce.com.

• Improved customers experience with caller ID authentication, and ‘priority one’ entitlement bypass, which transfers customers more quickly to a customer service representative.

• Case deflection has improved by 22%, as Marketo has gained the ability to reduce the number of cases that must escalate through higher levels of customer support services.

• Number of customer cases per month has decreased from 2.2 to 1.6, or a 28% decrease in case-related calls, per customer.

AT A GLANCEMarketo Inc., San Mateo, CA, is the provider of a leading cloud-based marketing software platform that delivers marketing automation and sales effectiveness software designed to help organizations streamline marketing processes, deliver more campaigns, generate more win-ready leads, and improve sales performance. Using proven technology, comprehensive services and expert guidance, Marketo helps turn marketing from a cost center into a revenue driver.

Website

www.marketo.com

Industry

[Marketing] Software

Number of agents

More than 2,500 customers in more than 36 countries around the world

Corporate HeadquartersGenesys 2001 Junipero Serra Blvd. Daly City, CA 94014 USA

Worldwide Inquiries: Tel: +1 650 466 1100 Fax: +1 650 466 1260 E-mail: [email protected] www.genesys.com

Genesys and the Genesys logo are registered trademarks of Genesys Telecommunications Laboratories, Inc. All other company names and logos may be trademarks or registered trademarks of their respective holders. © 2014 Genesys Telecommunications Laboratories, Inc. All rights reserved.

About GenesysGenesys, the world’s #1 Customer Experience Platform, empowers companies to create exceptional omnichannel experiences, journeys and relationships. For over 25 years, we have put the customer at the center of all we do, and we passionately believe that great customer engagement drives great business outcomes. Genesys is trusted by over 4,700 customers in 120 countries, to orchestrate over 24 billion contact center interactions per year in the cloud and on premises. Visit us at www.genesys.com or call us at +1.888.436.3797