THE SECRET SAUCE OF CUSTOMER SERVICE CHANNEL...

1 PROPRIETARY &

CONFIDENTIAL

THE SECRET SAUCE OF

CUSTOMER SERVICE

CHANNEL PREFERENCES

Thank you for joining us. We will begin promptly at

10:00am PT / 1:00pm ET.

You must use WebEx audio via phone – receive a call back

or dial-in options available in Communicate tab.

All lines are muted. Please use the Chat panel for

questions.

2 PROPRIETARY &

CONFIDENTIAL

• Submit questions via the Chat

panel and Twitter - @MoxieSoft

and @KateLeggett

• Session is being recorded and

link will be sent to participants

THANK YOU FOR JOINING

Speakers

Kate Leggett, Forrester Research, Inc.

Nikhil Govindaraj, Moxie Software

© 2012 Forrester Research, Inc. Reproduction Prohibited 3 © 2009 Forrester Research, Inc. Reproduction Prohibited

The Secret Sauce Of Customer Service Channel Preference April 9, 2013

Kate Leggett, Principal Analyst

Forrester Research

© 2012 Forrester Research, Inc. Reproduction Prohibited 4

Companies

view customer

experience as

one of their top

priorities

Use customer

experiences as

a competitive

differentiator

The State Of Customer Experience, Management, 2013


Few companies deliver an outstanding customer experience

Source: January 15, 2013, “The State Of Customer Experience, 2013” Forrester report


Good customer experiences are good for business


Customer service managers agree that customer experience is important


Cost

Customer

satisfaction and

loyalty Revenue

Compliance

It is increasingly difficult to deliver good customer service as the customer service leader must balance customer needs with business needs


Customers want support when they want

it, where they want it, and how they want

it. Otherwise it will be hard to keep them.


Fifty-two percent of consumers agree: “I am very likely to abandon my online purchase if I cannot find a quick answer to my questions”

Source: Understand Communication Channel Needs To Craft Your Customer Service Strategy, March 2013

http://www.sxc.hu/browse.phtml?f=download&id=1196038




Seventy-one percent of consumers agree: “Valuing my time is the most important thing a company can do to provide me with good customer service”






“I prefer to use online customer service rather than rather than speak to a live person on the telephone”

33% of consumers agree






Customers want to use a range of channels


Channel usage varies by demographic


But customer satisfaction over many channels miss the mark


Channels have varied satisfaction ratings



!

!


Your customers switch to more expensive channels when the online interactions lets them down

August 2012 “Websites That Don’t Support Customers Waste Millions”


And your customers talk negatively about your brand which is amplified with social technologies


Take a step back and think about the journey that customers expect to have with a company

© 2012 Forrester Research, Inc. Reproduction Prohibited 23 www..com

Most of the time this journey is fractured. Why?


Companies are not investing in shoring up the foundations of good interactions

2%

3%

10%

12%

15%

17%

27%

28%

28%

29%

31%

35%

35%

36%

40%

Other

Don't know

None of the above

Multimodal support such as mobile SMS and video

Contact center managed services

Add speech-recognition applications to IVR

UC integration for presence and access to others (e.g.,…

Upgrade the contact center to VoIP

Social media support

Proactive outbound notification (SMS, email, voice, social…

Upgrade interactive voice response (IVR)

Multichannel integration (such as web, email, text, video,…

Workforce optimization

Computer telephony integration (CTI)

Support for home workers

Source: Forrsights Networks And Telecommunications Survey, Q1 2012

Base: 346 North American and European Network and Telecommunication Decision-makers

© 2012 Forrester Research, Inc. Reproduction Prohibited 25 www.astutesolutions.com

Most companies are a mess of disconnected technology


Knowledge is everywhere

Email


The volume of social inquiries and comments overwhelm companies


Companies offer more customer touchpoints than ever before, with inconsistent content and experiences


Customer service metrics don’t drive the right behavior


Customer service organizations don’t own all the touchpoints used for customer service


What can you do to make your customer service better?

“I know how I want to deliver good

customer but I don’t know where to

start.”

Service Manager

Customers


Start by understanding who your customers are

33 PROPRIETARY &

CONFIDENTIAL

UNDERSTAND THE CUSTOMER JOURNEY • Channel of

choice

• Fast answers

• Operational

efficiency


Standardize the processes across the interaction channels

35 PROPRIETARY &

CONFIDENTIAL 35 PROPRIETARY &

CONFIDENTIAL

MOXIE CUSTOMER SUCCESS

Live Chat has

highest C-SAT

score, and

web self-service

usage up 50%


Empower your agents with customer history

37 PROPRIETARY &


CONFIDENTIAL


Increased

productivity by

30% & reduced

costs by 38%


Deliver consistent knowledge strategy across all touchpoints

39 PROPRIETARY &


CONFIDENTIAL


Single suite of

products for

consistent answers

across channels


Use a balanced scorecard of metrics to measure operations


Focus on people, process and technology to move the needle on online customer service experiences

© 2009 Forrester Research, Inc. Reproduction Prohibited

Thank you

Kate Leggett

+1 (650) 269-8658

Twitter: @kateleggett

Blog:http://blogs.forrester.com/ kate_leggett

[email protected]

www.forrester.com

43 PROPRIETARY &

CONFIDENTIAL

• Submit questions via WebEx Chat Panel and Twitter - @MoxieSoft & @KateLeggett

• Session recording and presentation will be sent via email

• Contact Us

• [email protected]

• +1.800.474.1149

• www.moxiesoft.com

QUESTIONS

THE SECRET SAUCE OF CUSTOMER SERVICE CHANNEL...

Documents

Transcript of THE SECRET SAUCE OF CUSTOMER SERVICE CHANNEL...