Unlock the voice of your Customer/Citizen

Transcription

1 Unlock the voice of your ustomer/itizen 1

2 OneDirectVision Make it easy for large enterprises to understand their customers & create personalized relationships with them.

3 The team Team 170+ Team includes 25 people from premier institutes like IITs / IIMs. Software Engg Dedicated full-time R&D and development centers in angalore onsulting 10+ Enterprise consulting team specialized in EM acked by

4 The people Vishrut halsani nkur Singla Pratik Vimal nkur Joshi o-founder and EO IIT ombay graduate Ex-Zinnov o-founder and SO NLSIU, angalore grad Ex-Linklaters LLP Head, onsulting IIT Kanpur grad Ex-Pw Head, Partnerships IIT ombay grad Ex-Deutsche ank

5 Some of esteemed clients

6 Service loud Manage all your online customer interactions at one place 7

7 Why use OneDirect Service loud? % higher coverage on digital channels such as: Social Media Facebook (includingdark posts, ads and reviews) Twitter (including untagged mentions) Instagram, LinkedIn,YouTube, Google+ s and web-forms Google PlayStore reviews Third-party customer review sites In-app feedback on mobile 50% reduction in turnaround times via automated workflow Multi-department collaboration to reduce resolution times by 40% Enrichment of RM with social data (profile info, etc.) Multi-channel response via integration with telephony solutions 6 Monitoring and improving team performance via analytical reports 8

8 OneDirect Service loud - Workflow and Web-forms Management Natural Language Processing Sentiment tagging Priority Engine Rules Engine nalytics Telephony System (Outbound calling and SMS) PI Integrations WorkFlow Engine PI Social MediaPlatforms Indicrawler ustomer Review sites Support Social MediaTeam 9

9 Overall ctionable mentions at one interface Ticketing Engine 6 2 ssignment Engine 7 3 Filters, Search & ulk ctions 8 4 Manual Ticketing Summary Dashboard Social Feeds 7 Google PlayStore 8 9 Insights & nalytics Profile Setup 1 2 wesome UI for awesome users! 10

10 Features: (1) Ticketing Engine dvancedticketing Engine uto-ticketing of only actionable items based on: Source- Facebook,Twitter, Instagram, etc. Specific handle- e.g. ustomer Support handle on Twitter D E D E F Keyword filtration Natural Language Processing (NLP) based Sentimentnalysis Follower count (for Twitter) Other ctions: Set Priority- Low, High, Urgent Tag- bucket into departments, etc. F Flexibility to define what is actionable! Reduces manual effort (filters spam/junk or non-ađtioŷaďle posts whiđh doŷ t deŵaŷd respoŷse 11

11 Features: (2) ssignment Engine dvancedssignment Engine uto-assignment of tickets to agents based on business logic that includes: Source- Facebook,Twitter, Instagram, etc. D D E F Specific handle- e.g. ustomer Support handle on Twitter usiness or non-business hours Priority- Low, High or Urgent Tag- particular department, issue, etc. Other ctions: I. Login-based assignment: assignment to only logged in users on a Round Robin basis E F Introduce accountability by associating each action item with an owner Eliminate manual intervention & ensure every query is responded to 12

12 Features: (3) Filters, Search & ulk ctions F D E Search tickets using i. Ticket # ii. ustomer s Name iii. ody of the conversation iv. Text on Internal Notes Sort your search based on: i. Time of creation ii. Time of last update iii. Ticket priority D E ulk ctions possible on Ticket: i. ssign Priority ii. hange Status iii. ssign to a sub user iv. ssign Tag v. dd Internal Note Define custom filters Set a particular custom filter as favourite (to be executed by default on login) F Filter tickets tray based on: i. Date of ticket creation ii. Tags iii. SL due date iv. Ticket status v. Ticket priority vi. Ticket source vii. ssignee viii. Due date (for follow-ups) Filter only the most relevant tickets on your tickets console 13

13 Features: (4) reate Manual Tickets reate tickets manually Raise tickets manually from uncrawlable websites Feed all relevant data about the query I. ustomer name II. Source of mention III. ustomer s phone # IV. Source URL V. Query description ccess and manage all your customer interactions from one place 14

14 Features: (5) Summary Dashboard Dashboard Get a real-time summary of brand performance: c Open, Pending, waiting Response and unassigned tickets- click on each to view respective list of tickets Keep a tab on your TTs (turnaround times): 1. verage first response time 2. verage response time 3. verage resolution time Use date filters to view performance over a specific duration Keep a track of brand performance in real-time 15

15 Features: (6) Social Feeds Social Feeds Real-time feed of non-actionable mentions Eliminates the need to visit the source for non-ticketed mentions: reateticket-ticket any mention you deem actionable Like, Retweet, Reply from within Twitter Feeds Use siŵilaƌly featuƌes iŷđludiŷg Hide post oŷ FaĐeďook Feeds Like, Retweet, Reply from feeds itself (additional hide feature on F feeds) reate Ticket in case you deem a mention actionable hange Sentiment: Machine Learning to ensure improvement on accuracy of sentiment assignment over time. Manuallyoverride sentiment, if needed Track all your mentions (actionable/non-actionable) from within the tool 16

16 Features: (7) Google Play Reviews Google Play Get a real-time feed of user reviews for all your apps on PlayStore Filter feeds on the basis of: I. pp (source) II. Ratings III. Reply state IV. Date range Reply from feeds itself or reate ticket to assign it to product personnel for response Device details and OS version User Rating ----( etter Time & Response management on Google Play Reviews )---- Respond to app reviews on PlayStore. Share insights with product team. 17

17 Features: (8) Insights: the analytics engine (1/3) Ticketnalytics. Get a real-time trends: I. Daily volumes II. Source breakup III. Sentiment breakup IV. verage thread lengths i. # of customer responses per ticket ii. # of customer responses per ticket. Filter data on the basis of: I. ssignee II. Ticket priority III. Sources IV. Sentiment V. SL Values VI. Date range Keep a track of performance trends 18

18 Features: (8) Insights: the analytics engine (2/3) Response Metrics Get a real-time trends on tickets volume, source and metrics like verage Response Time. Filter feeds on the basis of: I. Ticket/Feed II. ssignment III. Source vailable Metrics: I. First Response Time II. verage Response Time III. verage Resolution Time IV. Frequency Liberty to view data of specific period of time. Keep a track of team and individual turnaround times; take corrective actions to improve performance 19

19 Features: (8) Insights: the analytics engine (3/3) gent Performance. vailable Metrics: I. Tickets ssigned II. Tickets Worked on III. Tickets Reopened IV. First Response Time V. vg Response Time VI. vg Resolution Time VII. % FRT SL reach VIII. % RT SL reach. Liberty to view data of specific period of time. Showcase team performance; identify and incentivize achievers 20

20 Feature: (9) Profile and Notifications Notifications Feed Desktop Notifications Notifications Never Miss Out on any actionable; be alerted even you are away! 21

21 Inside a ticket hat UI Public onversations UI Initiate DM or add Internal Note Ticket Details

22 Inside a ticket: (1) hat UI D hoose from multiple handles to respond Respond to DMs from within the chat UI Use canned responses and save time D Forward chat transcript to customer or internal teams nswer hats (DMs) in an intuitive conversational user interface 23

23 Inside a ticket: (2) Public onversations UI (1/3) onversation thread Threaded onversation One thread for one customer Like or share/retweet posts Forward internal s from within the tool Reply to posts/tweets from within the tool n UI built on One customer, One Issue, One Ticket philosophy. Manage all Interactions around a unique issue at one Place 24

24 Inside a ticket: (2) Public onversations UI (2/3) Response to public mentions Include DM link (Twitter) Take public conversations to private Use shortcuts to change ticket status while responding to posts Shrink URLs to improve X Use response tools that make your work easy! 25

25 Inside a ticket: (2) Public onversations UI (3/3) Internal Escalations via hoose recipients to forward s to utomatically send snippet of conversation on social media ollaborate with backend support teams; eliminate the need to use separate clients 26

26 Inside a ticket: (3) Initiating DMs & Keeping Notes Initiate a DM with your follower (Twitter) dd contextual info as internal notes for reference 1. Take conversations private. 2. dd notes and keep all relevant info at one place. 27

27 Inside a ticket: (4) Ticket Details (1/2) User Influence ustomer Details 1. # of tweets Following info fields once saved autoappear 1. Ticket Priority (Low, Medium, 2. # of followers as and when user returns Urgent) 3. # of people being followed 1. Name 2. Status (Open, Pending,waiting 2. ID(s), Phone No(s). Response, Resolved, losed) 3. Location 3. Tags 4. Social Media Handles (URLs) 4. ssignee Other info as notes Ticket Properties

28 Inside a ticket: (4) Ticket Details (2/2) ustom Info TicketTimeline Use multiple fields to record every relevant info about the query: 1. Text box 2. Independent dropdown 3. Dependent dropdowns PreviousTickets arries the links to all previous tickets of the customer 29

29 Other dvanced Features We ship features every fortnight.here are a few of them 30

30 dvanced features (1): ST on s Design your own ST template nalyze results and gather insights Gather feedback on service levels from your customers. Derive actionables for improvement 31

31 dvanced features (2): SL (Service Level greement) reate SLs reate multiple SLs for all sources for: 1. Response times 2. Resolution times Use SL as metric for agent performance Monitor breaches via escalation s Define and monitor SLs. Trigger escalations on breach 32

32 dvanced features (3): Export data hoose date range for export Download data in.xls format Download raw tickets data for custom reporting 33

33 dvanced features (4): anned Responses Use anned Responses: 1. Save valuable time 2. dd as many macros as required: i. Source wise: Twitter, Facebook, , review sites, etc. ii. Issue-wise: Refund, lost SIM, number portability, etc. iii. Scenario-wise: cknowledgement, interim response, closure, etc. dd Macros here Save frequently used response template for quick response management 34

34 Let s talk! -- Team OneDirect kumar.amrendra@onedirect.in