Customer Experience 2011 trends

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<ul><li> 1. Copyright 2011, Virtuoz. All rights reserved.Material in this presentation can be copied on condition that Source: Virtuoz is included ina clearly visible fashion next to the copied material.<br />25, March<br />Global Trends In Contemporary Customer Service<br />Laurent Landowski<br /></li></ul> <p> 2. Customer Experience Function Driving New Customer Service Metrics<br />90% of North American companies with revenues of $500 million or more view customer experience as critical or very important to their companys strategy<br />2<br />Increasing focus on agent performance analytics<br />Accessability<br />Usability<br />Resolution<br />ROI calculations that account for the benefits or improved customer experience<br />NEW<br />NEW<br /> 3. New Customer Service Analytics<br />Net Promoter Score remains a critical KPI for customer service<br />Expanded CSAT surveys for the intelligent virtual agent including NPS questions<br />Metrics are expanding to include broader customer experience<br />Accessibility<br />Need to ensure that eDeflection does not come at the expense of making it difficult to engage customer service<br />Rising importance of personalized first point of contact<br />Survey issued after IVA, live chat, phone or email.On a scale of 1-5 how accessible is our companys customer service<br />Usability<br />Survey:On a scale of 1-5 how easy is our is it to use the web self service options<br />Overall and individual channel scores<br />Web analytics:How many clicks to resolution<br />Resolution<br />Resolution Rate of each channel<br />Escalation Rate to more expensive channels<br />3<br />NEW<br />NEW<br /> 4. Common 2011 Trends:Voice of the Customer<br />Forrester:<br />Companies will be doubling-down on their efforts to put end-to-end feedback processes in place.including sentiment analytics.<br />36% of French eCommerce companies cited VOC as one of the key value drivers for ROI*<br />VirtuOz invest in the Voice of the Customer<br />4<br />*Benchmark Survey JAN 2011<br /> 5. 2011 Trend:First Point of Contact<br />Digital Customer Relationships require the 24X7 accessibilty and instant response of self-service with the response effectiveness of human-assisted channels<br />Goal to achieve 100% response success<br />72% of US consumers dont want to engage with a live person to address service issues*<br />Right Channeling:Cost savings are certainly an objective but not at the expense of customer satisfaction. Right-channeling means providing customers with a satisfying service experience through the most cost-appropriate channel.*<br />5<br />*Source:Forrester<br /> 6. 2011 Benchmark Analyst Survey of French eCommerce Companies<br />41% indicated a value driver ofIVA is Right Channeling<br />6<br /> 7. 2011 Benchmark Analyst Survey of French eCommerce Companies<br />Top 3 most promising emerging applications for Intelligent Virtual Agents involve the IVA as a first point of contact<br />7<br /> 8. VirtuOz Success Stories for First Point of Contact<br />8<br /> 9. Common 2011 Trends: Mobile Becomes Critical<br />Forrester:<br />Expect mobile customer service solutions to become more comprehensive, but not equally supported on all popular mobile systems currently available<br />Gartner:<br />By 2013, 80% of businesses will suffer a revenue loss from not supporting Web-based customer service on mobile devices.<br />Two IVAs deployed on the iPhone<br />9<br />PayPal<br />Avocats<br /></p>