“Power to the People” – that’s what comes after multichannel and omnichannel!Frikkie Hurn, Snr Client Account Manager - Africa

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How We Do It

• WHAT was your planned business outcome?

Why did you purchase a technology solution?

Have you consulted your customers on their requirements and expectations?

• HOW are you measuring the promised value?

Multiple Devices and Communication Mediums

Behavior has changed

CHANGE

in Customer

BEHAVIOR

because…

Intelligent Customers

Customers are EMPOWERED

Customers have a VOICE

Explosion of ways in which consumers can obtain informationand communicate

Let’s listen to what your customer has to say!

Interactive Intelligence conducted a study between March and May 2014. This study is a follow-on to a similar Wave 1 study conducted in 2013.

Responses came from consumers and vendors in Australia, Brazil, Canada, Germany, South Africa, Sweden, the UK and the US.

Answering Two Important Questions…

“What do customers want in a great service experience?”

“What do customers and companies want from the technology behind that great customer experience?”

Let’s hear……

For South Africans the most value was placed on 1. a knowledgeable Agent and 2. on professionalism

For South Africans the most frustrating thing was being transferred multiple times followed by “can’t understand the agent”

For South Africans consumers, it was an agent who doesn’t have the knowledge to answer their questions.

71%

29%

77%

43%

30%8%

5%

For South Africans, the industries with the best experience were hotels and airlines, the worst were government and utilities.

South Africans have a strong preference for email and more than any other country for self service from a smart phone or tablet.

33%

11%

10% 12% 16% 10% 8%2%

South African and UK consumers had the highest expectations regarding phone wait times.

62%

28%

10%

For South Africans the first 2 are the most valuable to an even higher degree than in other countries.

51%28%

52% 50%

South Africans’ preference is primarily for Facebook and WhatsApp

This is in line with findings in SA

This is in line with findings in SA

18%

49%

21%

10%2%

What view do we have from all of this?

There is a real need for a better customer experience!

• 60% of customers are prepared to pay extra for a service which involves better customer service.

• 59% try a new brand or a new company in the hope for a better customer experience.

• 86% of customers move to another provider or company because of a negative customer experience.

Power to the people!

Source:Harris Interactive, American Express

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Power to the People!!

"Find the right person,

with the right skills,

at the right time

and the right communication channel."

Frikkie Hurn, Snr Client Account Manager - Africa