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Omnichannel retail customer experience and service overview. How to improve your customers' retail experience across multiple channels and devices using big data and prediction.
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1 ©2013 24/7 Customer, Inc. All rights reserved.
To maintain competitive advantage,
retailers must adopt an omnichannel
approach, leveraging Big Data and
prediction to provide a personalized
and intuitive customer experience.
2 ©2013 24/7 Customer, Inc. All rights reserved.
3 ©2013 24/7 Customer, Inc. All rights reserved.
4 ©2013 24/7 Customer, Inc. All rights reserved.
The markets for retail brands are highly competitive and include numerous domestic and foreign
companies with doing battle with specialty retail stores, direct mail catalogs and e-commerce websites.
The competitive challenges
facing brands include:
• Anticipate and respond to
changing consumer
demands.
• Maintain favorable brand
recognition and achieve
end consumer perception
of value.
• Grow customer loyalty.
• Encourage brand
enthusiasm.
5 ©2013 24/7 Customer, Inc. All rights reserved.
Retailers are struggling with the pace at which the multichannel world is moving. Just when
most retailers thought they had a handle on delivering on their multichannel strategies, along
comes omnichannel and a whole new set of challenges.
6 ©2013 24/7 Customer, Inc. All rights reserved.
74% Of consumers use at least three
channels for customer service-related
issues
7 ©2013 24/7 Customer, Inc. All rights reserved.
In Store
Mobile
Chat
Online
Social Media Voice
8 ©2013 24/7 Customer, Inc. All rights reserved.
OMNICHANNEL Predictive experiences across channels, devices,
locations, and time.
The ability to provide a continuous, connected experience for your customers that maintains context across multiple channels regardless of if they’re connected via online, chat, or voice and even when the customer changes channels mid conversation.
MULTICHANNEL The ability to sell your products and support your
customers through multiple channels such as online, chat, voice and brick and mortar storefronts.
Customers view multiple
touch points as part of the
same brand acting
independently. Interactions
are siloed.
Customers experience a
brand and not a channel
within a brand. Interactions
are contextual, continuous
and connected.
9 ©2013 24/7 Customer, Inc. All rights reserved.
10 ©2013 24/7 Customer, Inc. All rights reserved.
KNOW WHO I AM AND UNDERSTAND WHAT I NEED
MAKE MY EXPERIENCE CONTINUOUS, CONSISTENT AND CONTEXTUAL.
ALLOW TRANSITIONING SEAMLESSLY BETWEEN ALL THE CHANNELS.
PROVIDE THE SAME LEVEL OF SERVICE ACROSS ALL YOUR CHANNELS.
I want my retail brands to…
11 ©2013 24/7 Customer, Inc. All rights reserved.
In the omnichannel world, customers will visit
your store… ❶
12 ©2013 24/7 Customer, Inc. All rights reserved.
… research products/ brands online ❷
13 ©2013 24/7 Customer, Inc. All rights reserved.
…ask friends their opinion about
products/brands via social media. ❸
14 ©2013 24/7 Customer, Inc. All rights reserved.
…purchase via their mobile ❹
15 ©2013 24/7 Customer, Inc. All rights reserved.
…and share purchase on social media ❺
16 ©2013 24/7 Customer, Inc. All rights reserved.
17 ©2013 24/7 Customer, Inc. All rights reserved.
17
Big Data
Omnichannel
Focused on Outcomes and
Personalization
Connected, Continuous, Contextual Predictive Experiences are all about the customer
journey Anticipate customer’s intent in real-time / engage them when, where and how
they want / keep context persistent
Engineered outcomes propel more profitable
growth Use big data to drive sales, advocacy, loyalty ->through predictive analytics
and real-time decisioning
Learning engine powered by big data makes
customer experiences more intuitive and agents
more effective Use big data to drive sales, advocacy, loyalty ->through predictive analytics
and real-time decisioning
18 ©2013 24/7 Customer, Inc. All rights reserved.
LOCATION
•Lives near a brand outlet for a well known retail chain for consumer electronics & durables.
PROFILE
•Registered customer both in-store and on ecommerce website.
IN STORE HISTORY
•Bought a product from the store last month.
CALL HISTORY
•Called regarding buying a TV last week.
WEB HISTORY
•Browsing information about and alternating between brands, visited comparison page.
TRIGGER
•An intelligent chat session was offered while browsing on retail brand website.
Meet Jill
PREDICT & ANTICIPATE
• Predict preferred brand and anticipate request/question and proactively offer suggestions and solutions.
MAINTAIN CONTINUITY ACROSS CHANNELS
• Hand hold shopper to a successful outcome using her smartphone.
COMBINE SPEECH, SCREEN & TOUCH TO DELIVER AN INTUITIVE & IMMERSIVE EXPERIENCE
• Chat agent can send interactive content to caller’s smartphone to simplify experience.
IMPROVE SALES CONVERSIONS
• Provide personalized product options/ recommendations based on buying preference and persona.
REAL TIME LEARNING
• Learn from interactions in real time so that future experiences are constantly improving.
19 ©2013 24/7 Customer, Inc. All rights reserved.
TRIGGER
Based on Jill’s behavior, an intelligent chat session can
be offered while she is browsing on retail brand
website.
BIG DATA &
PREDICTIVE
ANALYTICS
MODEL CUSTOMER JOURNEY ACROSS MULTIPLE CHANNELS
Retailer can utilize Mobile Location, Customer Profile, In-Store Transaction History, Phone/Web History combined with buying experiences from others who had displayed similar behavior to
deliver best-in-class omnichannel customer experience.
20 ©2013 24/7 Customer, Inc. All rights reserved.
When retailers fail to provide a quality customer
experience, customers can become frustrated and
take their business elsewhere.
5 1
(In a recent survey conducted by [24]7, more than half of respondents said they felt frustrated when companies do not know who they are or
what their issue is, despite having interacted with that company via another channel previously.)
21 ©2013 24/7 Customer, Inc. All rights reserved.
Prediction through Big Data
makes each interaction personal, simple and
effective.
Seamless experience across channels – any
screen, anywhere, anytime.
Fast deployment
SaaS enterprise self-service cloud proven with
highest volume Fortune 100 clients.
Immediate ROI
Business results from Day 1 after launch –
measurable, attributable, verifiable.
Learn more about the [24]7 solutions by emailing us at
[24]7 makes omnichannel customer
service and sales simple.
About [24]7
[24]7 makes customer service and sales simple. Our platform and applications use big data and predictive analytics to understand customers and drive better service and sales results for large enterprises. [24]7’s platform enables an omnichannel interaction experience connecting customer interactions across an enterprise’s web, mobile, chat, social, and phone channels. It’s all in real-time and in the cloud. We increase revenues, reduce service and sales costs, and create more satisfied customers. [24]7 is based in Campbell, California. For more information, visit: www.247-inc.com.
You can reach us at [email protected].
[24]7 is a trademark of 24/7 Customer, Inc. All other brands, products or service names are or may be trademarks or service marks of their respective owners.
22 ©2013 24/7 Customer, Inc. All rights reserved..
www.247-inc.com
23 ©2013 24/7 Customer, Inc. All rights reserved.