Enhancing The Customer Experience: A Multi-Channel Online Service

SolutionJanuary 29, 2009

Agenda

• Introductions– Matt Cockell, 24-7 INtouch– Michael Pratt, LivePerson– Paul Smith, IntelliResponse

• The Case for Multi-Channel Online Service• Use Cases• Q&A

Strategic Partnership

• 24-7 INtouch has created a multi-channel Center of Excellence that brings together the industry’s leading-edge online technology solutions from LivePerson and IntelliResponse with a results-based contact center from 24-7 INtouch

• Customers will be able to outsource a business function and pay based on improvements in business metrics that are delivered through the combined and integrated offering

The Status Quo Demands ChangeLeading to Customer Churn

The Secret to Success

• Consistent, effective customer interactions across all channels

• Providing the customer with the tools to quickly and easily find the information they are looking for

• Ensuring that the interactions are timely, relevant and help facilitate the customers end goal

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Reduce Early Abandonment of “Intenders” – Expand Hot Leads

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An Elegant Multi-Channel Online Service Solution

Help website visitors quickly and easily find the information they need• The right answer the first time• Intuitive and contextual tool• Seamless escalation to live chat or voice interaction

Proactively engage qualified “hot-lead” visitors• Visitor exhibiting conversion behavior• Visitor indicates question not answered via self-service• Visitor requests to speak with live representative

Resolve inquiry via consistent and efficient live agent interaction• Visitor interacts with qualified chat certified agent• Consistent scripting and chat escalation process • High agent efficiency using knowledgebase • Escalation to live phone agent available

Multiple search results and possible answers

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The “One Right Answer”

The Instant Answer Agent

“Search Paradigm” A typical question regarding canceled cheques

Provide Visitors Accurate & Concise Answers

Related questions

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Proactive Channel Escalation: Unanswered Question

enPONT visitor asks a question about selling power back and receives an answer about natural gas generators.

Visitor rates the automated answer a “1” (poor), triggering a proactive chat invitation.

Visitor clicks Chat Now, launching a chat conversation with an enPONT specialist who can answer the visitor’s question.

Thank you for visiting enPont. You are now chatting with David.

David: Hello. I can answer your questions about selling power back.

Visitor: Great. I want to install solar panels on my home and was wondering if I could sell any extra power back.

David: Yes we do have a program for that. I’d be happy to explain how it works.

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Proactive Channel Escalation: “Hot Lead”

Global Bank visitor navigates to Help page and asks how to apply for a Visa.

“Hot Lead” alert triggers a proactive multi-channel invitation, giving the visitor the opportunity to escalate to a live interaction with a Global Bank representative.

Paul: Thank you for visiting Global Bank.

Paul: Can I help you with a travel rewards credit card?

Visitor: Yes. I have some questions about how the points work.

Paul: I’d be happy to assist you.

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Operator Console: View Visitor’s Questions

Global Bank chat agents can see the questions the visitor asked on their website before the chat conversation begins, providing context for the conversation.

Chat agent opens the conversation with a relevant, contextual sentence. Visitor is immediately impressed.

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Operator Console: Access Centralized Knowledgebase

The IR knowledgebase is the “Enterprise Answer Agent” that provides single, consistent answers to visitor questions, regardless of the channel.

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The Right Solution

• Increase online conversions & sales– Influence more buying decisions earlier in the research &

consideration phases– Reduce abandonment of “intenders” by a minimum of 6%– More informed and qualified leads

• 24/7 quality interactive self-service experience• Lead retention via immediate escalation to a live agent • Increased sales agent productivity with focus on higher-value

customers• Lower service costs without sacrificing customer experience• Capture “voice of the customer” at every interaction point

Joint Partnership – People, Process, Technology

The Contact Center of Excellence• Brings together best people, process, and technology to provide a

complete, turnkey solution• 24-7 INtouch agents certified in LivePerson and IntelliResponse

technologies• Novak & Associates ensures agent productivity is maximized

through agent training, coaching and overall performance management

• Increased levels of quality and agent support (1:12)• Enhancement of knowledge base and agent productivity• Culture of high performance and reduction of overall support costs• Reporting and process calibration to improve business KPIs

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Q&A