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IVR Modernization: What customers want and what to expect if you wait.
© 2015 Nuance Communications, Inc. Al l rights reserved.
Pressures are mounting to make a change...
Operational Challenges – Many IVRs are simply old and
outdated, not able to meet customer
expectations
– Often overlooked to push improvements
to Web and mobile channel
– Over modified/under tested systems
are complex, buggy and hard to
maintain
– Inattention has led to
stagnant functionality and
plateaued or declining
performance
Frost & Sullivan “An organization’s customer
service infrastructure is only
as good as its worst
performing channel, since
customers don’t differentiate
one channel from another
when taking stock of the
total customer experience.”
Benefits of Refreshing the IVR, A Customized Market Insight
Consumer expectations have evolved
Large US Airline “Consumers have turned the
tables on us in self-service.
We introduced IVRs, ATMs
and other automation for the
benefit of the company, but
now we can’t keep up with
customer demand for self-
service.”
Vice President Customer Care Major US Airline Company
© 2015 Nuance Communications, Inc. All rights reserved. 4
Voice channel is still king
Across all demographics, voice is still the primary communication channel used.
Forrester's Top 15 Trends
for Customer Service in 2014: Kate Leggett
“More channels are driving more interactions, including more phone calls.”
Customer Care EVP
The phone channel is now used as the primary escalation channel – the experience delivered cannot be anything less than stellar.
© 2015 Nuance Communications, Inc. All rights reserved. 5
Social
7%
Mobile
7%
Web 25%
2014 Consumer Poll, Virtual Hold
Text 8 %
Phone 51%
Yesterday’s IVR doesn’t work for today’s customers
Start with an internet search
Visit company website
Call the company
Utilize self-service
Speak to a representative
Once on the phone, 67% prefer self-
service over speaking with a representative.
It’s only if Dave feels he won’t get his
answer quickly, that
he’ll “zero out” to an
agent.
When Dave has a question, his first stop
is the Internet.
Meet Dave
A typical
consumer.
Where an agent used to be the first point of contact, today it’s often a last resort.
,
1. Harvard Business Review: http://hbr.org/2010/07/stop-trying-to-delight-your-customers
2. Wakefield Research, 2014 – Consumer Preferences Survey
If he can’t find the answer he seeks, that’s when he’ll
head to the company website.
57% of inbound
customer service
calls come from
customers who visit the website first.
What customers want from self-service
Easy, effortless, fast
Expectations now carry from one channel to another.
Personal
They want to be in control and prefer self-service.
Proactive
business when and how they prefer
© 2015 Nuance Communications, Inc. All rights reserved. 7
Conversational interface
Quick access to information and
ability to perform complicated
tasks on their terms.
Intelligent
Do
˗
˗
˗
˗
˗
˗
Top IVR complaints
Reason they’re calling not in
the first menu
Have to repeat same thing to
an agent once they transfer
Overwhelmed by too many menu options
Can’t get an agent when
they need to
Pressing touchtone keys is annoying
Doesn’t have the information
to solve their problem
Designed to help the
company and not the caller
Too wordy and takes too
long to get the answer
Data excerpted from Wakefield Research survey © 2015 Nuance Communications, Inc. All rights reserved. 8
The consequences
Frustrating experiences drive blowback in record numbers
Data excerpted from Wakefield Research survey
© 2015 Nuance Communications, Inc. All rights reserved. 9
Stopped conducting
business with the
company
Warned friends and
family about the
company
Contacted a manager
about the poor service
received
Wrote a negative
online review
Scored the company
poorly on a
satisfaction survey
The opportunity
Great experiences earn loyalty and new customers
Data excerpted from Wakefield Research survey
© 2015 Nuance Communications, Inc. All rights reserved. 10
Recommended the
company to friends
and family
Conducted more
business with the
company
Scored the company
favorably on a
satisfaction survey
Wrote a positive
online review
Contacted a supervisor
or manager about the
great service received
Conversational IVR is intelligent,proactive and personal. It allowscallers to quickly access importantinformation and perform complicatedtasks as if they were speakingto a live agent.
© 2014 Nuance Communications, Inc. All rights reserved. 12
Conversational IVR exceeds expectations
Intuitive first point of contact
Self-service that feels like a ‘conversation’
Personalized, contextually aware
experiences
Service that anticipates customer
needs
Consistent experience across
channels
Recognizes,
understands, and
guides customers
to the appropriate
support
Supports natural interactions and delivers accurate and effortless
results
Remembers the customer and
drives relevant interactions
throughout the customer experience
Understands and anticipates
a customer’s unique needs and
preferences
Gives customers choice in how to
interact and empowers them
to help themselves anywhere, anytime
© 2015 Nuance Communications, Inc. All rights reserved. 13
Traditional IVR capabilities
DTMF, Directed Dialog
Greeting Intent Capture
ID/Auth Route or automate
CSR
Leverage Caller ID ID/account number/zip etc. via DTMF
Self-service
© 2015 Nuance Communications, Inc. All rights reserved. 14
More recent IVR capabilities Continuous
Improvement via
Directed Dialog/Natural Language Understanding Reporting and Tuning
© 2015 Nuance Communications, Inc. All rights reserved. 15
Leverage Caller ID Voice biometrics Self-service
Greeting Intent Capture
Proactive treatment
ID/Auth CSR/CTI/ Desktop integration
Route or automate
Conversational IVR capabilities
Conversational dialog SMS/email
Advanced speech output
Effective agent access
Continuous Improvement via Reporting and Tuning
Personal touches
Greeting Escalation support Intent Capture
Human assisted recognition
Proactive treatment
CSR/CTI/ Desktop integration
Leverage Caller ID Voice biometrics Visual IVR
Robust self-service Predictive logic
ID/Auth Route or automate
Natural Language Understanding
© 2015 Nuance Communications, Inc. All rights reserved. 16
Sample call – billing inquiry View demo here: https://youtu.be/KhUC2LT7DR4
- Proactively identifies caller
- Personalized greeting
-Easy identity verification by voiceprint
- Predictive logic used to present relevant information through
integration with big data/cloud/previous alerts/channel activity
- Conversational use of natural language and dialog
-Human assisted automation as needed for
flawless recognition and a seamless experience
- Multiple requests handled during a single interaction
The goal is a seamless, intelligent interaction for an enhanced customer experience.
©4 2015 Nuance Communications, Inc. All rights reserved. 17
Leading experience: FedEx delivers
6%
11K
Increase in IVR self-service
Live agent calls eliminated per day
Callers are more in control of self-service experience
https://www.youtube.com/watch?v=-csuF-U56nQ
– Consolidated, personalized speech-enabled hosted IVR
– “How may I help you?”
– Rich suite of conversational self-service
transaction options
Gina Maiden Managing Director FedEx
© 2015 Nuance Communications, Inc. All rights reserved. 18
Delivering easy and secure phone banking
https://www.youtube.com/watch?v=T2R00jzWS-Q
50% Improvement in call routing
4 Steps eliminated for customers
– First company in Canada—in any industry—to use
Voice Biometrics and NLU in both English and French
in a single IVR
© 2015 Nuance Communications, Inc. All rights reserved. 19
Leading experience: Manulife delivers
Leading experience: American Airlines
Increase in call containment
Decrease in AHT
– First in their industry to use natural language
– Personalized greeting with proactive delivery
of relevant information
– Millions of dollars in annual savings
A branded self-service persona so natural, callerssay “thank you”
5%
10%
https://www.youtube.com/watch?v=FYp4Orr2lU4
Kerry Hester
Senior Vice President Customer Experience
© 2015 Nuance Communications, Inc. All rights reserved. 20
Conversational IVR delivers results
Telecommunications
+ Healthcare
Travel/Transportation
$
Financial services
· 20-second reduction in call · Improved self-service · 53% increase in · 20% decrease in caller
time containment customer satisfaction abandonment
· 40% reduction in misroutes · Increased first-call · Eliminated 11,000 live · 14% reduction in
· 87% reduction in executive resolution agent calls daily transfers to agent
IVR complaints · Doubled automation · 5% increase in · 30-second reduction in
· 32% increase in rates containment agent handle time
self-service activations · Millions of dollars in
annual savings · 20% increase in contact center productivity
© 2015 Nuance Communications, Inc. All rights reserved. 24
Getting started
· Benchmark your current IVR experience from start to finish
· Caller identification and authentication, routing strategies, UI, opt-
outs to agents, performance relative to KPIs and metrics
· Evaluate your IVR’s current state relative to your other
customer service channels · Experience and brand consistency, opportunities for cross-
channel alignment
· Create a roadmap for implementing Conversational IVR based on your contact center and overall business objectives
· Ease of use, consistency across service channels and role in
cross-channel journeys
© 2015 Nuance Communications, Inc. All rights reserved. 26
Recommended Content
· An IVR that Your Customers Will Love, Not Loathe
· With 82% of consumers stating they are likely to stop spending
money with companies due to a bad customer experience, it's
become prevalent how important it is to provide a good self-service
and IVR experience for your customers. Get the guide.
· Reach out to [email protected] for more
information
© 2015 Nuance Communications, Inc. All rights reserved. 26
Thank You!Questions about Conversational IVR?
Send us an email at:
© 2015 Nuance Communications, Inc. Al l rights reserved.