Social service in a multi channel world, Brad Bennett, Genesys
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Transcript of Social service in a multi channel world, Brad Bennett, Genesys
Social Services in a Mul/ Channel World
Brad Benne( @bradbenne( Innova.ons Architect EMEA, Genesys
© 2013, Genesys Telecommunica.ons Laboratories, Inc. All rights reserved. 2
The Perfect Storm
Mobile Social Media
The Mobile Social Experience
© 2013, Genesys Telecommunica.ons Laboratories, Inc. All rights reserved. 3
Witnessing Va/can History in 2005
© 2013, Genesys Telecommunica.ons Laboratories, Inc. All rights reserved. 3
© 2013, Genesys Telecommunica.ons Laboratories, Inc. All rights reserved. 4
Witnessing Va/can History in 2013
© 2013, Genesys Telecommunica.ons Laboratories, Inc. All rights reserved. 4
© 2013, Genesys Telecommunica.ons Laboratories, Inc. All rights reserved. 5
Messages
Addresses & Descrip.ons
Notes
Phone
Wikis, blogs, URLs, forums, customer reviews etc.
Instant Messaging, Video, Review apps etc.
Social Media
© 2013, Genesys Telecommunica.ons Laboratories, Inc. All rights reserved. 6
Google Glasses
Another Disrup/on
© 2013, Genesys Telecommunica.ons Laboratories, Inc. All rights reserved. 7
Coping with Mul/ple Channels
• Channels are mul.plying • Companies are struggling to
meet this expecta.on
© 2013, Genesys Telecommunica.ons Laboratories, Inc. All rights reserved. 8
Most Consumers Use at least 3 Channels to Engage
25% of consumers use 1 or 2 channels
52% of consumers use 3 or 4 channels
22% of consumers use 5 or more channels
3 channels 4 channels 5 or more channels 1 channel 2 channels
N=8,000
74% use at least 3 channels
Source: Ovum
© 2013, Genesys Telecommunica.ons Laboratories, Inc. All rights reserved. 9
Customers See One Conversa/on
• Customers want service that is…
• Convenient • Context-‐based • Personal
• …regardless of channel, throughout their en.re conversa.on.
© 2013, Genesys Telecommunica.ons Laboratories, Inc. All rights reserved. 10 © 2013, Genesys Telecommunica.ons Laboratories, Inc. All rights reserved. 10
S/ll Managing Channels in Silos
• Customers leave when it is hard to do business
• High Costs • Wasted agent .me • Disconnected solu.ons
© 2013, Genesys Telecommunica.ons Laboratories, Inc. All rights reserved. 11
How can you manage One Conversa/on?
Web
Contact Center
Mobile
In Person
Social
Naviga.on
Talk
Chat Ques.on
Verifica.on
Exper.se
Talk
Consulta.on
Tweet
© 2013, Genesys Telecommunica.ons Laboratories, Inc. All rights reserved. 12
Social Customer Service vs Social Marke/ng
© 2013, Genesys Telecommunica.ons Laboratories, Inc. All rights reserved. 13
Genesys Social Engagement
Business Analy.cs and Repor.ng
Enables one conversa.on with the customer
A full featured Social Media Management Solu.on
Capture Messages and Men.ons
Review Content and Associate Business Rules
Distribute to the Right Resource
Handle and Respond Using any Media Type
© 2013, Genesys Telecommunica.ons Laboratories, Inc. All rights reserved. 14
Customer Engagement PlaLorm
thank you
facebook.com/Genesyslab
twitter.com/GenesysLab
youtube.com/user/Genesyslab1
www.genesyslab.com