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Uplift Revenue and Minimize Costs by Integrating Online and Offline Channels Chris Lord @Chris_HGS Senior Vice President, Global Growth Strategy and Marketing HGS – Hinduja Global Solutions

Integrating online and offline channels

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Integrating Online and Offline Channels in Customer Service

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Page 1: Integrating online and offline channels

Uplift Revenue and Minimize Costs by Integrating Online and Offline Channels

Chris Lord @Chris_HGS

Senior Vice President, Global Growth Strategy and Marketing HGS – Hinduja Global Solutions

Page 2: Integrating online and offline channels

September 2014 2 www.teamhgs.com @team_HGS Digital Customer Experience

HGS Introduction

HGS is a global business process management company helping our customers

with B2B and B2C consumer transactions and interactions

Healthcare/ Insurance

55 million transactions annually

with claims payout of $11.5 billion

Serve 5 of the Top 10 healthcare

payers and many large US hospitals

Telecommunications

• Provide support across customer

lifecycle for wireless, land lines,

satellite, IPTV, internet, security

• 182 million calls, 2.92 million emails

and 4 million complaints and

investigations annually for a single

client

Consumer Products and Retail

• Support client inquires for over 3000

consumer-branded products in 8 European countries via telephone,

paper, chat, email and social media

• Supporting consumer electronics

manufactures and retailers - purchase

support to post warranty servicing

Financial Services

• Only credit card issuer to win the J.D.

Power Award for customer

experience 7 consecutive years driven

by HGS’s best-in-class NPS customer

service

• 18 million transactions per year

Page 3: Integrating online and offline channels

September 2014 3 www.teamhgs.com @Team_HGS Digital Customer Experience

The Changing Customer Experience

There has been a dramatic shift from in the call center business

from cost center…

…to real-time digital Customer Experience

Interactions

When…

Page 4: Integrating online and offline channels

September 2014 4 www.teamhgs.com @Team_HGS Digital Customer Experience

When Do Consumers Engage with a Business?

Consumer engagement usually relates to buying activities or negative

experiences, with the usage of a product or service being taken for granted

They want to buy something

There is a change such as a life event, move, service change, etc.

Something is broken (fix/repair)

They want to cancel a service or terminate a relationship

Page 7: Integrating online and offline channels

September 2014 7 www.teamhgs.com @team_HGS Digital Customer Experience

Reality Check #1

1 - Corporate Executive Board’s 75,000 member survey, 2 – Execs in the Know – Feb 2014

10%

90%

consumers check website before email/ calling2

43% 57% customers tried self-service on company websites before calling contact center1

What is the first point of contact for consumers to reach a company?

Page 8: Integrating online and offline channels

September 2014 8 www.teamhgs.com @team_HGS Digital Customer Experience

Reality Check #2

1 - Corporate Executive Board’s 75,000 member survey,

Consumers are online when they call the call center… dramatically changing the conversations and expectations

…still on the website when on phone with contact center agent 1

30%

Page 9: Integrating online and offline channels

September 2014 9 www.teamhgs.com @team_HGS Digital Customer Experience

Reality Check #3

1 - Corporate Executive Board’s 75,000 member survey,

Mobile device interactions are creating challenges and missed opportunities

27%

73% …73% of websites are “easily viewed on a mobile device”1

47%

…53% of the 49 billion visits, for the top 500 e-Commerce Retailers, were via Smartphone in2013”2

53%

96%

…yet only 4% provide text for assistance1

4%

Page 10: Integrating online and offline channels

September 2014 10 www.teamhgs.com @Team_HGS Digital Customer Experience

Call center was a cost

center

Revenue generating Customer Experience Interaction center

Investing to capitalize on the changing Customer Expectation…