Incorporating Voice Into Your Digital Transformation Strategy Alain Mowad, VHT July 2018

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1 Incorporating Voice Into Your Digital Transformation Strategy Alain Mowad, VHT July 2018

2 DIGITAL TRANSFORMATION & THE OMNI- CHANNEL EXPERIENCE TRENDS IN AUTOMATION LEVERAGING VOICE IN OMNI-CHANNEL EXPERIENCES REAL WORLD EXAMPLES

3 DIGITAL TRANSFORMATION & THE OMNI- CHANNEL EXPERIENCE

4 Digital Transformation is Leading Investment Source: Forrester Q Digital Process Automation Survey

5 The Right Now Economy Source: Menlo Ventures

6 Customers expect the same type of on demand responsiveness from service and support that they are accustomed to in almost everything else. Digital forms of communication for customer service or support are no longer the alternative, they have become the norm. A holistic approach to all customer interactions with an organization is increasingly driving the creation of a CX practice within the organization run by a dedicated CXO or marketing. Contact centers, up until now viewed as purely cost centers, are increasingly being integrated into larger CX-focused groups as they become part of the company s overall CX strategy.

7 Over the next 2 years, 67% of people expect to use messaging apps for communicating with businesses 53% of people say they are more likely to shop with a business they can message directly 64% of consumers believe a business should be available and contactable via messaging applications SOURCES: Facebook IQ People Insights, Ubisend

8 TRENDS IN AUTOMATION

9 Automation can deliver a level of responsiveness that isn t humanly possible. Autodesk speeds up customer resolution times by 99%. Resolution time for a particular problem by a human agent: 38 hours. By a virtual agent: 5 minutes. SOURCES: The Forrester report 2017 Customer Service Trends: Operations Become Smarter And More Strategic,,

10 By 2020 AI will disrupt the jobs of 1 million phone-based customer support agents +40% of all data analytics projects will relate to an aspect of CX 10% of B2C first-level engagement requests will be taken by virtual customer assistants (VCAs), up from less than 1% today Customers will manage 85% of their relationship with the enterprise without interacting with a human SOURCES: Future of Experience: A Gartner Theme Insight Report,

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12 The Impact of Artificial Intelligence AI, chatbots, and automated, self-service technologies free up call center employees from routine tier-1 support requests so they can focus on more complex tasks Pre-emptive customer service: Resolving customer service issues before they arise could significantly lower customer abandonment rates

13 The Impact of Artificial Intelligence AI initial investment is expensive but the return on investment is quick and measurable Increasingly, AI is taking on more complex types of interactions and resolving more complex problems by learning from human agent assisted interactions

14 WHERE DOES VOICE COME IN?

15 Where does voice come in? Dead-ends in the automated CX workflow require human intervention The interaction has reached a level of complexity that requires human intervention Certain customers still prefer a voice interaction

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17 Source: Chan, Casey. You Will Spend 43 Days on Hold in Your Life. Gizmodo, Jan. 25, 2013.

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21 Eliminate the poor experience of waiting on hold ENTIRELY Set expectations correctly with the customer on when they can expect to be contacted. Provide a digitally integrated means for customers to request a voice interaction, including determining the appropriate moment in the customer journey to offer a voice option as part of a digital workflow.

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23 LEVERAGING VOICE IN OMNI-CHANNEL EXPERIENCES

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25 Has the interaction reached a point where a live conversation is required? Offer a callback

26 Customer profile I see your profile indicates that you prefer live calling. Would you like us to call you back now about this? Interaction preferences As your last interaction with us was a call, would you like us to call you back to continue a live discussion? Customer journey history Complexity flagging It looks like this problem has not yet been resolved and may require more detailed troubleshooting to properly resolve. Would you like us to call you back to continue this discussion live? This issue requires us to interact more directly to ensure it gets resolved. Can we call you back so that you can speak live with one of our specialists?

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30 Customer Profile Interaction History Interaction Preferences Key Journey Moments

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33 Incorporate the ability to register a callback and offer approximate time by incorporating a web widget or a mobile app or a chatbot session or a social media interaction

34 REAL WORLD EXAMPLES

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37 VHT: Enabling Effortless Customer Experience VHT CALLBACK VHT CONVERSATION BRIDGE VHT NOTIFICATION SUITE VHT NAVIGATOR Create callback functionality Create web widgets, enabling Callback in digital channels Stays in touch as priorities may shift Customer profile and journey management

38 Please Contact Us Facebook Twitter LinkedIn U.S EMEA +44 (0) APAC +61 (0) vhglobalsales@vhtcx.com LATIN AMERICA vhglobalsales@vhtcx.com