Intelligent Customer ServiceJani Savolainen, Dynamics Business Group Leadjani.savolainen@microsoft.com+358 50 3306509

Vide

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1. Shifting the Loyalty Curve” Mitigating Disloyalty by Reducing Customer Effort by the Corporate Executive Board (CEB) 2. Kate Leggett, The Mandate For Intelligent Customer Service, a commissioned study conducted by Forrester Consulting on behalf of Microsoft, December 2015

91%

4%

Low Effort High Effort

Likely to continue being a customer 1

Effort is the strongest driver of CSAT and loyalty

Only 11% consider ease of use

of various service channels

to be the most important element of a

customer service interaction 2

of consumers use web or mobile self-service to find

answers 1

84%

12%Decline in FCR since

2009 2

27%Average annual

agent turnover rate 3

1. Kate Leggett, Trends 2016: The Future Of Customer Service, Forrester, January 20162. 2014 Dimension Data Global Contact Center Benchmarking Report3. The US Contact Center Decision-Makers’ Guide 20144. Kate Leggett, Trends 2016: The Future Of Customer Service, Forrester, January 2016

73%Say valuing their time is the

most important element of good service 4

Amazing service means every interaction matters

“Customer Service is the new Marketing”

Intelligent Customer Service

Self Service

Platform | Productivity | Intelligence | IoT

Field ServiceAssisted Service

Social

Relationship Management | Knowledge Management

Digiboxi rikki…

Self Service Field ServiceAssisted Service

Customer

Community

Primary

Advanced

Field

Project

Employee

1

2

3

4

5

6

7

Case Metro Bankhttps://customers.microsoft.com/Pages/CustomerStory.aspx?recid=22595http://www.fieldone.com/Navco-Powered-By-FieldOne

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