'Engaging your customer in a multi-connected world'.

Optimal customer interaction in a multi connected world

Sandra Rens, Marketing Manager, Voxtron Vincent Briquet, Product Manager, Belgacom Patrick Kusseneers, FUNCTION, Voxtron

04/12/2023Sensitivity : "Unrestricted", "Internal Use Only" or "Confidential"

Voxtron : A few words of explanation

Slide 2

Solve problems immediately

Act solution oriented

Communicate fluently

Be customerfriendly

Be professional Create

personal touch

What is good customer contact? What is important?

What 3 out of 4 managers need to improve customer contact Voxtron Survey, 2012

5% are “not really satisfied”

18% are “very satisfied”

77% are “satisfied”

Satisfaction about current customer contacts – survey by 41 managers

6

Do not know how quickly calls, faxes, e-mails etc. are treated

40%

Do not know how many

customers call every day

30%

Do not know how many

customer calls are lost

20%

While the tools to measure this are often available

But…

59% measure customer satisfaction in some way

The rest do not measure it

at all!

Do managers know if their customers are satisfied?

3 out of 4 managers express their wish to have every

employee involved in customer contact

That’s new…… and good news!!

But…

Most important asset

= invest in employees

Satisfied employees

= Satisfied customers

A new trend ...

1. “Employees” become “ambassadors“

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Involved in functioning of the company

Freedom to organise their

work themselves

Important contribution in establishing

customer contact system

2. Employees are being heard

This new trend is part of a wave of simular trends

growing interest in customer service and

customer loyalty

contact center / customer service

are not a cost center

customer loyalty is a result of

customer satisfaction

This new trend is part of a wave of simular trends

3. Focus on customer loyalty

Customer engagement center

• Engage with the social-mobile consumer• Via new customer service model• Using multimedia technologies & CRM-

applications

“Companies that do not embrace the concept of customer engagement, will lose customers to competitors that do.” Michael Maoz, Gartner

Being customer friendly… is not enough

Integration of front-

and backoffice

Routing to the right members of staff

Use of call-back

requests and

voicemail

Clear choice menu

Multimediai integration

Speed of response

Available information

for the agents

View of the operation

of the contact center

Measure performance for better manageme

nt

Assess the quality of

the conversatio

ns

Accessibility for the customer

IntroductionTopics covered in the presentation

Integration of front- and backoffice

« Do the front- and backoffice have the same goals and are they perfectly harmonized with each other? »

Across the various

branches/locations

Integration with software

for client information

(CRM)

Share the same goals

Seamlessly integrated with each

other

Integration of front- and backofficeAspects

Routing to the right members of staff

« Does the routing always take your customer directly to the person he needs, in a dynamic and intelligent way, for example via language, region or most recently contacted member of staff? »

hierarchy: from the

highest level of

compentency to lower levels

Routing to the most

competent member of

staff

Identification of the caller

Identification of the type of

call + required competencies

of staff member

dynamic routing to the right member of staff is the norm at

Voxtron

Routing to the right members of staffAspects

Multimedia integration

« Is your system suitable for multimedia integration, so that not only the phone calls but the traffic that arrives via e-mail, fax, web forms and web chat is passed on to the right members of staff? »

telephone e-mail

fax sms

web-forms

Web chat

social media e-mail

+ the routing of documents and post

Multimedia routing: based on request documents, support

ticket, order, …

The customer defines the channel

Voxtron = professional integration

Voxtron provides you will all the tools to turn your contact center into a customer engagement center and to raise the customer experience for the social-mobile consumer to an unprecedented level.

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Make use of.

Zoom on a Use Case

Connect your Web Shop to your Employees

In Belgium, 55% ofInternet users are shopping online

80% of the customers in your shop have already been to your website to look for information

How can your employees

influence thissales process

?04/12/2023Sensitivity : "Unrestricted", "Internal Use Only" or "Confidential" Slide 22

Use Case in Sport / Leisure retailObjectives

04/12/2023Sensitivity : "Unrestricted", "Internal Use Only" or "Confidential" Slide 23

Customer Experience: Make the expertise of shop experts available to website visitor

Customer Interaction: Improve and extend customer service towards every employee

Employee Engagement: skill recognition of every employee even outside of the Contact Center

1

2

3


Use Case in Sport / Leisure retailCustomer journey

Customer is browsing the web shop, willing to buy a bicycle but looking for some advice

He can input his phone number and click to be immediately called back by a specialist

The solution automatically locates a cycle expert in one of the shops, and checks his/her presence

Call is established between the expert on his GSM and the customer (both phones ring)

How it works

05 September 2008Sensitivity : "Unrestricted" Slide 25

Customer

Shop

OfficeWebSite

Voxtron

PABX

PSTN

1 2

3

MultimediaIntegration

Skill-basedRouting

ImmediateCall-back


Objective reached !

The number of calls per week600

120

30

The number of experts on the platform (50% NL and 50% FR)

Max number of seconds before a customer has an expert on the line

People + Technology = Excellent Customer Service !

The “next wave” : Social Network interactions

Engagement with your customers via Social Media… …where Social Media meets the Contact Center

What are Social Networks?

• Online platforms where users deliver content

• “Many-to-many” : everyone contributes• Very direct and interactive

• “Many” = literally!• Facebook + Twitter = more than 1 billion

users • Enormous reach

• Communication is public• Your company can watch, listen…

…and participate!04/12/2023Sensitivity : "Unrestricted", "Internal Use Only" or "Confidential" Slide 28

Compared to traditional communication channels • “One-to-one“ : calls, web chat, email• “One-to-many” : press, advertising,…

Importance for your business?

• 1/5 of all tweets are product related • Presence on social networks allows to :• Expand your company branding• Marketing: input for campaigns,

requirement gathering• Sales support: detect leads• Web / Customer Care: complaint solving =

customer retention• Social Media presence will become ‘standard’


Deal with Social Media, step by step

04/12/2023 Slide 30

Search through all public information on the internet

What is being said about our company?

Monitor

Transform information into useful business data:

Who are the influencers, what’s the tone of voice… ?

Analyse

Participate actively in communications Reinforce your brand awareness, improve customer

loyalty

Engage

Get every employee involvedIntegration with the Customer Service/Contact Center!!

Team work

Integration with a Contact Center

VoxtronCommunication

Center

PhoneChat

Email

Fax

SocialNetworks

Employees

Web

04/12/2023 Slide 32

'Engaging your customer in a multi-connected world'.

Business

Transcript of 'Engaging your customer in a multi-connected world'.