Roundtable - Best Practices in IVR and Self
Service
MODERATED BY SHERI GREENHAUS, CRMXCHANGE
PRESENTERS:
AVOKE/BBN
GENESYS
INTELLIRESPONSE
NUANCE
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
3
What is Self-Service?
Customers can obtain, enter or update information relating to a product or service through ANY available channel.
Channels:
• Voice (IVR)• SMS (2-way inbound)• Web, Mobile Web• Mobile Voice • Chat
Multi-modal: mix of channels in a single interactionOmni-channel: different channel for each interaction based on preference and/or context.
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
4
What common tasks do callers want to achieve?
• Improve automation already in place
• Identify opportunities for new automation
• Create strategies to help callers choose automation
How can we increase Customer Satisfaction?
• Increased automation and resulting cost savings is a priority
• But… improving customer satisfaction will encourage use of automation. It doesn’t have to be mutually exclusive.
Concentrate on applications that will achieve high automation rates by solving a compelling problem for
callers. ROI will follow.
Focus on Improving Customer Experience
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
5
“I see that there’s a money transfer in progress for you. Is that what you’re calling about today?”
Intelligent CX Interactions
Intelligent interactions avoid reliance on technology.
Anticipate caller needs based on profile data
Tailor the interaction appropriately
Offer simple, relevant choices
Call on Sunday morning, this greeting is played: “Thanks for calling. Our store hours today are 11am to 5pm”. You can say…
You can say “sales”, “support” or “something else”
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
6
Leverage CRM Data to Enhance CX
Take Data From the CRM• Personalization: custom menus, on-hold messages• Agent Screen pop (CRM record)• Identify VIP customers to prioritize service• Auto ticket creation, ticket status, order/service status• Update account information
Push data into the CRM from interaction• Voicemail, transcribed voice message, call recording,
agent disposition, call duration• Log post-call survey data• Lead generation - log interaction into CRM for follow-up
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
7
Right & Wrong Way to Execute Personalization
Do• Customize menu options• Be subtle• Present targeted on-hold messaging• Route calls to the appropriate agent based on
transactional data • Anticipate a caller’s needs based previous
activity from any channel
Don’t• Say caller’s name• Reveal something that might
seem like big brother is watching• Upsell in IVR
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
8
Let Your Customer Decide
Provide options to your customers on how you communicate with them:
Content
Channels
Frequency
•Optimize results by analyzing behavior.
Comply with business rules, external regulations and customer preferences.
75% of consumers want to decide how they are
contacted1
1 Forrester Research
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
9
Create a better CX using adaptive techniques…
Increase timeouts if callers are not responding
Slow down or reword prompts
Present custom menu options
Switch from speech to DTMF in noisy environment
Transfer customers who are having trouble completing the task at hand
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
10
Customer Experience (CX) Mindset
•Never Stop Improving. Realize ROI faster and delight your customers at the same time. Continuous improvement is made easy and efficient with…
• “CX First” design
• Easy to use tools
• Embedded analytics
• Refinement process
© 2013, Genesys Telecommunications Laboratories, Inc. All rights reserved.
11
Great Customer Experiences Include…
Anticipate callers needs based on profile data Allow customers to select channel preference Personalize interaction based on past purchases or services
used Adapt interaction based on events taking place during that
same interaction Keep it simple – don’t try to automate complex tasks Let the caller speak with an agent when they want to
… and never stop trying to improve it.
© 2002-2013 Nuance Communications, Inc. All rights reserved. Page 12
Please listen carefully as your IVR options have changed.Dena Skrbina
4/24/14
© 2002-2013 Nuance Communications, Inc. All rights reserved. Page 13
Customer expectations are changing FAST
© 2002-2013 Nuance Communications, Inc. All rights reserved. Page 18
Using natural language, callers don’t have to work or waste time
© 2002-2013 Nuance Communications, Inc. All rights reserved. Page 19
Consumers expect it,businesses benefit
© 2002-2013 Nuance Communications, Inc. All rights reserved. Page 21
Poor quality audio hinders engagement
© 2002-2013 Nuance Communications, Inc. All rights reserved. Page 22
Does this encourage IVR use?
Trustworthy?
Clear?
Confident?
Caring?
© 2002-2013 Nuance Communications, Inc. All rights reserved. Page 23
To increase
engagement, provide
what callers expect
• Brand resonance
• Natural read-back
• Dynamic experiences
…flight 602, Phoenix
to Las Vegas is
scheduled to depart
on-time at 7:40am
from gate A-18
© 2002-2013 Nuance Communications, Inc. All rights reserved. Page 24
1. Intuitive
2. Conversational
3. Personalized
© 2002-2013 Nuance Communications, Inc. All rights reserved. Page 25
Users say IVR is
“more effective”
when it’s
personalized
© 2 0 0 2 - 2 0 1 4 N u a n c e C o m m u n i c a t i o n s , I n c . A l l r i g h t s r e s e r v e d . P a g e 2 5
© 2002-2013 Nuance Communications, Inc. All rights reserved. Page 26
1. Intuitive
2. Conversational
3. Personalized
4. Anticipatory
© 2002-2013 Nuance Communications, Inc. All rights reserved. Page 27
Callers say “thank you” to the US Airways IVR
– Personalized … “Hi Mary”
– Predicts reason for the call
– Accurate speech andnatural language
– High quality persona
© 2002-2013 Nuance Communications, Inc. All rights reserved. Page 28
1. Intuitive
2. Conversational
3. Personalized
4. Anticipatory
5. Consistent
© 2002-2013 Nuance Communications, Inc. All rights reserved. Page 29
The evolution of an IVR persona
Amtrak Julie Speech IVR Persona•14% increased automation•Julie answers 20 million calls a year
•Caller satisfaction increased by 53%
Julie Multi-channel •Social Media and brand ambassador
•Web Virtual Assistant
© 2002-2013 Nuance Communications, Inc. All rights reserved. Page 30
Whitepaper:
Dena Skrbina [email protected]
5 Must-Do’s for Delivering Self-
Service Magic
How to win customers for life
through intelligent, engaging self-
service.
© 2002-2013 Nuance Communications, Inc. All rights reserved. Page 31
Thank youDena Skrbina
NEED TO DELIVER
ACCURATE ANSWERS
CUSTOMER CARE IS
NOW OMNICHANNEL
KNOWLEDGE HAS
EXPLODEDLIMITED
RESOURCES
CUSTOMERS STRUGGLE WITH...
Informational /Procedural:“What is your return policy?”
“How do I cancel a check?”
Personalized :
“What is my current bank
balance?”
Personalized & Procedural :“I want to increase my credit
limit from $1000 to $2000”
CSAT & CUSTOMER
EFFORT
INCREASE IN WEB TRAFFIC (XMAS)
INCREASE IN CALL VOLUME (XMAS)
90% OF “Ask Kobo” users DO NONeed to escalate to the call center
700%
4%
DECREASE INCUSTOMER EFFORT
12%
INCREASE IN CSAT20%
OF ONLINE QUESTIONS INSTANTLY ANSWERED
INCREASE in NPS FOR CHATS ESCALATED FROM OLIVIA
93%
52%
RIGHT CHANNELING
INCREASE IN SEOENGAGEMENT
20%
REDUCTION IN EMAILVOLUME DURING LAUNCH
AVERAGE REDUCTIONIN PUBLIC EMAILS
REDUCTION IN CALLS
49%
29%
25%
RIGHT CHANNELING
OmniChannel Interactions
Answers, Actions,
VOICES: Key VOC Insights
Themes, Trends, Insights,
Alerts, Tasks
Business Benefits
Cost Reduction Reduced Wait
CSAT
Right Channeling
Monetize Self Service Voice of the Customer
Combating the high
cost of chat, email and
phone support
(approx. $5-$12 /
response)
Reduce telephone wait
times and lower call
center volume.
Improve customer
satisfaction & lower
effort with fast,
personalized and
relevant results.
Right-channel online
interactions to
maximize the value of
each customer inquiry.
Drive new revenue
streams with offer
management
Understand the true
voice of your digital
customers
Thank You
Contact [email protected]
www.intelliresponse.com
Toll Free: 1 866-454-0084
Connect With Us On Social Media
facebook.com/IntelliResponseInc
twitter.com/IntelliResponse
linkedin.com/company/intelliresponse-systems-inc
plus.google.com/+IntelliresponseInc
Thank You
Contact [email protected]
www.intelliresponse.com
Toll Free: 1 866-454-0084
Connect With Us On Social Media
facebook.com/IntelliResponseInc
twitter.com/IntelliResponse
linkedin.com/company/intelliresponse-systems-inc
plus.google.com/+IntelliresponseInc
AVOKE® Analytics
Best Practices in IVR & Self-Service
© 2014 Raytheon BBN Technologies
Joe AlwanVP/GM AVOKE AnalyticsRaytheon BBN Technologies
Self-Service Pitfalls
49
TimelinessFailed
transactionsPoorly treated
Have to go to multiple areas to get an answer
Inaccurate & inconsistent
service across
channels
51% of US consumers switched due to poor customer service
Accenture 2013 Global Consumer
Pulse Survey
Measuring Customer Experience With Analytics
51
IVR Queue QueueFirst Agent
SecondAgent
I just need to talk to
someone
Email didn’t answer my question
Why don’t you have the
information from my chat session?
71% say that valuing their time is most important thing a company can do to provide them with good service
Understand Communication Channel Needs To Craft Your Customer Service Strategy,
Forrester, 2013
Technology Strategy
52
Evaluate
Understand
Decide
Your business priorities
How your customers want to interact with you
On technologies and strategies that fit
Benefits Of Whole Call Analytics
Understand what call types are left in the voice channel
How much control your customers want with self-service
Access Voice-Of-The-Customer data from actual interactions
Data can help drive a successful IVR strategy
53
Whole Call Analytics Solution
Your Customers Your Contact Center
Public Phone Network
End-to-end insightAutomatic categorization & trending Jump to interesting calls & events within callsObserve real customer behavior & experience Listen inside the IVR, agents, partners, all transfers
Software Integration
54
© 2014 Raytheon BBN Technologies
AVOKE Analytics
@AVOKE_Analytics
www.avoke.com
(617) 873-1600
Connect With Us To Learn More
Top Related