Engage with Your Customers in the Digital World...Utilities Streamlining the management of messages...
Transcript of Engage with Your Customers in the Digital World...Utilities Streamlining the management of messages...
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Engage with Your Customers in the Digital World
Julien RioHead of Marketing
May 16, 2019
Jump-Start Your Omni-Digital Strategy
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Communication preferences have evolved
Source : Ofcom Digital Day
Phone
Video
Social
Text / Messaging
Traditional Consumers New Consumers
100%
80%
60%
40%
20%
0%
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72%Of customers expect to use
their favourite channel to engage with brands
7The average number of
channels customers will use to engage with brands
80%Of adults use messaging apps
on a daily basis to communicate with others
Customers expect to engage on every digital channel
Sources : CITE reseach, Aberdeen, Greenberg
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Every customer interaction matters
Teleperformance Presentation at Salon Strategie Client 2018, Paris
Hasn’t contacted support
1 2 3 4 5 6 7 8+
31% 32% 33%39%
44% 48%55% 55%
71%
The impact of digital interactions on your Net Promoter Score (NPS)
Channels
%
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Your customers have multiple digital identities
89% Of customers feel frustrated by
having to repeat their issues multiple times
72%Of customers expect a customer care agent to know their contact
information
Sources: Accenture, Microsoft
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Teams are organised in silos
58% Of consumers are frustrated with inconsistent experiences between
channels
41%Of CX professionals think operational
silos are a significant barrier to providing a seamless experience
Sources : NewVoiceMedia, Accenture
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74%Of agents must switch between apps to solve customers issues,
leading to an average time loss of 60 minutes per day
Source: CITE Research
Agents are wasting a lot of time unnecessarily
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CollaborativeCommunications
OutboundCustomer Engagement
DigitalCustomer
Engagement
Inbound ContactCentre
Video andMeetings
TeamMessaging
Cloud PBX
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Innovation:CCaaS Portfolio
CollaborativeCommunications
OutboundCustomer Engagement
DigitalCustomer
Engagement
Inbound ContactCentre
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Manage all digital channels on a single platform
Receive and respond to messages coming from 20+ digital channels: social media, messaging, mobile app, live-chat, reviews, communities and more.
OMNI-DIGITAL
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Be channel agnostic and allocate messages automatically
AUTOMATIC SMART ROUTING
Messages are analyzed and automatically allocated based on content & context to meet your business requirements, increasing agent productivity and customer satisfaction.
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Create a more complete picture of your customers
Merge digital and social identities into a master profile of your customer.
Personalise the customer experience and build loyalty.
Reduce redundant questions and increase productivity.
CUSTOMER PROFILES
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Enjoy live statistics to control your teams and activity
MANAGEMENT VISIBILITY
Keep track of all your important metrics and KPIs.
Control your agents’ performance and have a big picture of your activity across all digital channels.
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Make customer service as easy as messaging a friend
AGENT EXPERIENCE
One platform to manage all digital channels
Behavioral context for smarter conversations
Co-browsing for faster time to resolution
Knowledge base with auto-suggested responses
Last responding agent prioritisation
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HIGHER CUSTOMER
SATISFACTION
INCREASED AGENT
PRODUCTIVITYCENTRALISED
ADMINISTRATIONDEEP &
INTEGRATED LIVE ANALYTICS
ADVANTAGES OF AN OMNI-DIGITAL PLATFORM
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They trust RingCentral to engage with customersTELCO INSURANCE BANK UTILITIES TRANSPORT RETAIL
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Utilities
Streamlining the management of messages
CHALLENGES
Over one million messages received each month
Need for an omni-digital solution that could handle the latest customer service channels
Need to automate message allocation to increase productivity and customer satisfaction
Need a solution that is flexible and intuitive for its 6 000 customer service representatives, both in-house & BPOs
Need for an open platform that integrates with other tools
€60B annual sales
23M customers
160M employees
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ENGAGE PRODUCTSSocial, Messaging, Live-chat, Email (8 channels)
OUTCOMES
6 000 agents with very positive feedback (“modern & easy to use”) - using after only 2h training
Average handling time divided by 2
Customer satisfaction increased by 4 points
Integrated with the whole ecosystem - CRM, BI, SSO
“We chose RingCentral Engage for the many channels it’s built to handle. It allows us to incorporate messaging into our mobile application. And all of these channels are managed with the same user interface.”Michael HulinService Delivery Manager
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Thank you
Julien RioHead of Marketing
Meet up stand B104 for a product demoand a discussion about your omni-digital strategy