Interactive self-service solutions: how, where and why small businesses should use these powerful tools

WELCOME TO THE WEBINAR

START TIME: 4PM CEST, AUGUST 21 ST 2013

Today’s Agenda Introductions

Presentation from Alexander Malov, Viclone CEO Interactive self-service solutions: how, where and why small businesses

should use these powerful tools

Q&A

Benefits You will learn: Importance of CX to company’s top and bottom lines

Online self-service best practices

Importance of self-service at all stages of the sales cycle

Value and benefits of self-service for businesses, big and small

And much more.

Benefits All participants will receive a 50% discount coupon on Viclone products

A certificate of completion/attendance

Interactive self-service solutions: how, where and why small businesses should use these powerful tools

ALEXANDER MALOV, VICLONE CEO

AUGUST 21 ST 2013

THE CUSTOMERS HAVE SPOKEN!

86% OF CONSUMERS HAVE QUIT DOING BUSINESS WITH A COMPANY BECAUSE OF BAD CUSTOMER EXPERIENCE, THAT’S UP FROM 59% 4 YEARS AGO.

Source: Harris Interactive, Customer Experience Impact Report

IT TAKES 12 POSITIVE SERVICE EXPERIENCES TO MAKE UP FOR ONE NEGATIVE EXPERIENCE.

Source: “Understanding Customers” by Ruby Newell-Legner

78% OF CONSUMERS HAVE BAILED ON A TRANSACTION OR NOT MADE AN INTENDED PURCHASE BECAUSE OF A POOR SERVICE EXPERIENCE!

Source: American Express Survey, 2011

TOP DRIVERS FOR CXi

42% 33% 32%

IMPROVE CUSTOMER RETENTION

IMPROVE CUSTOMER

SATISFACTION

INCREASE CROSS-

SELLING AND UP-SELLING

Source: Aberdeen report – Customer Experience Management: Engaging lLoyal Customers to Evangelize Your Brand

CORRELATION BETWEEN CXi AND LOYALTY METRICS

BETTER CUSTOMER

EXPERIENCE CAN BE WORTH

MILLIONS IN ANNUAL REVENUE

COMPANIES ARE LISTENING …

20%

80%

10%

90% 90% OF NORTH AMERICAN FIRMS VIEW CUSTOMER EXPERIENCE AS IMPORTANT OR CRITICAL.

Source: Forrester’s The State Of Customer Experience, 2010

80% OF THE FIRMS WOULD LIKE TO USE CUSTOMER EXPERIENCE AS A FORM OF DIFFERENTIATION.

Source: Forrester’s The State Of Customer Experience, 2010

Enterprise is better equipped to handle the challenge of improving customer experience whereas small business are, as always, at a disadvantage.

Enterprise can throw money at the problem and are primarily concerned with CX cost optimization.

Small businesses don’t have the funds maintain 24/7 call centres, chat operators etc. and are facing the additional challenge of having to achieve more with less human and monetary resources.

Small businesses are at a disadvantage stuck using old and broken customer service paradigms.

SMB CUSTOMER SERVICE

THE PROBLEM

ACCORDING TO CONSUMERS, CUSTOMER SERVICE

AGENTS FAILED TO ANSWER THEIR QUESTIONS 50% OF

THE TIME.

THESE SOLUTIONS REQUIRE TREMENDOUS HUMAN INVOLVEMENT TO OPERATE 24/7.

THEY ARE NOT IMMEDIATE AND IT OFTEN TAKES HOURS TO RESPOND TO A CUSTOMER.

The Solution:Interactive Self-ServiceDO MORE WITH LESS

WHAT CUSTOMERS EXPECT

70%EXPECT THE COMPANY WEBSITE TO INCLUDE A SELF-SERVICE APPLICATION!

Source: The Self-Serving Economy, SSI & No Problem, Prof. Steven Van Belleghem

WHAT CUSTOMERS EXPECT

45%PREFER SELF-SERVICE TO HUMAN CONTACT FOR THEIR FUTURE CONTACT WITH COMPANIES

Source: The Self-Serving Economy, SSI & No Problem, Prof. Steven Van Belleghem

THE OLD RULE:“IF WE REACT WITHIN 24

HOURS, WE ARE DOING AN AMAZING JOB” IS

OFFICIALLY HISTORY

A LIVEPERSON SURVEY FOUND 71% OF

CUSTOMERS DEMAND ANSWERS WITHIN FIVE

MINUTES, AND 33%IMMEDIATELY.

DEMAND FOR SELF-SERVICE IS DRIVEN BY CONSUMER!

Increase In Customer

Loyalty

Increase In Sales

Happier ClientsSelf-Service

Leads To Higher Efficiency

Consumers See Self-Service As

The Perfect Solution To

Their Demands

SELF-SERVICE IS NOT JUST ABOUT CUSTOMER SUPPORT!

Pre-Sales

70% of a decision is made BEFORE a

potential customer contact you!

56% Prefer a Self-Service Solution vs. 27% whom prefer to use the phone

SalesSelf-Service at the

point of sales is very important

Post-Sales

48% Prefer a Self-Service Solution vs. 35% whom prefer to use the phone

A great post-sales experience

increases customer loyalty and leads to

repeat sales!

SELF-SERVICE BUSINESS CASE DRIVERSCost Saving

◦ Users find solutions themselves in the knowledge base◦ Unnecessary support ticket avoidance◦ Creation of more detailed tickets◦ Lowest cost per contact

Cost Avoidance◦ Inexpensive approach for gathering customer intelligence◦ Additional product feedback◦ Enriching knowledge bases using customer generated content

Revenue Retention◦ Users see web self-service as a necessity NOT an option

Revenue Creation & Growth◦ Additional leads◦ Identify new up and cross-selling opportunities

INTERACTIVE SELF-SERVICE ADVANTAGES

Proactive customer support and self-service that benefits in the short and long term

Improve customer retention and loyalty

Organic Knowledge Base Improvement

Cheapest and most cost-effective solution!

Tremendous cost savings via:◦ 200-400% increase in support ticket

deflection.

◦ Filter out questions that really demand human intervention

Dramatically increase call/response capacity

Invaluable customer intelligence Track and analyse behaviour and trends.

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WE SHOULD KNOW …

ViClone’s virtual agents have helped more than 50,000,000 people find

answers to over 175,000,000 questions!

WE SHOULD KNOW …

ViClone’s Monica deployed at Telefonica S.A. (Spain) is helping hundreds of thousand people every month to find solutions to problems and queries with no human

involvement.http://vimeo.com/53098635

VIRTUAL AGENT ADVANTAGESUnlike static FAQs and traditional site search, virtual agent technology allows customers to ask questions in normal, conversational style language,

with the ability to deliver the precise answer. Instead of having to jump through hoops or wade through an inaccurate self-help menu, customers can simply type in their question and have the single right answer in seconds.

Essentially, virtual agents will leave customers feeling less frustrated and more likely to have a better impression of the company.

VIRTUAL AGENT ADVANTAGESAdvanced analytics tools allow small companies to take advantage of the kind of analysis big companies have in maximizing insights gleaned from knowing what customer

are searching for. Use this data to evolve your site offerings. A report that shows the most commonly asked questions, for example, can help you understand what your users are looking for. A report that shows what users are asking for and NOT finding opens up the

opportunity to add content, products or services in that area.

HUMAN VS. VIRTUAL AGENTSQualities of a Human Agent Viclone Automated Agent

Usually Sometimes Rarely Usually Sometimes Rarely

Immediate answer ● ●

Dialogue in language ● ●

Clear and precise dialogue ● ●

Courteous manner ● ●

Empathy ● ●

Confidentiality ● ●

Access to complete contact history ● ●

Access to customer databases ● ●

Structured interaction focused on problem solving ● ●

Unstructured interaction focused on problem solving ● ●

Ability to control interaction to stay on point ● ●

Ability to present offers based on known preferences ● ●

Ability to complete basic transactions ● ●

Ability to complete complex transactions ● ●

Insure compliance with applicable laws and regulations ● ●

Determine if purpose of call has been completely resolved ● ●

ENTERPRISE GOT THE MEMOAccording to Gartner by 2015, 50 percent of online customer self-service search activities will be via a virtual assistant at least 1,500 large enterprises.

Use of VAs can result in profound cost savings and increased customer loyalty to simply the entertainment of having a robotic presence on a website. But the number of organizations adding this capability is growing by 20 percent per year, especially in travel, consumer goods, telecommunications and banking.

WHAT INTERACTIVE SELF-HELP MEANS TO SMALL BUSINESSES

Previous economic revolutions gave us the tools to make, buy, move and sell things. This technology removes time, location and scale as factors.

viCloning makes it possible for any company to have a full-featured intelligent virtual agent up an running on the web on mobile in a matter of minutes!

True 24/7/365 customer service and support solution. Simple to implement and manage. No IT skills required. Powered by an advanced Natural Language Processing Engine. Unique automatic and proactive VA trainers. Supports 35+ languages. Integrated cross-selling, up-selling and co-browsing tools. Integrated intelligent live chat with automatic training. Comprehensive statistics, analytics and reports.

http://vimeo.com/62731843

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