TECH TANK ROUNDTABLE: ENHANCING CUSTOMER ENGAGEMENT TRENDS FOR 2019 AND BEYOND

Transcription

1 TECH TANK ROUNDTABLE: ENHANCING CUSTOMER ENGAGEMENT TRENDS FOR 2019 AND BEYOND MIKE HARWELL, SENIOR DIRECTOR, OMNICHANNEL PRODUCT MANAGEMENT, NICE INCONTACT TONY IERO, SALES DIRECTOR, VHT

2 2019 Trends CRMXchange Tech Tank Webinar Mike Harwell Senior Director, Omnichannel Product Management December 4, 2018

3 Trend: Automating Digital Channels with BOTs? Automation AI BOTs NLP? NLU? Machine Learning RPA? NLG 3

4 Most Digital Transformation projects will Fail...And, that s ok!

5 Use of Digital Channels Gaining Ground Customer service channels with the highest Net Promoter Score (NPS ) 66 % 53 % 0 25 NPS Company s 0 Mobile App NPS Online Chat NPS Company s 0 Website 36 % 30 % 11 % 15 % 13 % 22 % 3 % 15 % Phone is still used most often, but dropping Use of online or video chat is increasing Use of doubled Web site use on the rise Mobile app use surged CX Transformation Benchmark Of the ways in which you can interact with a company during a customer service experience, please rank your top three from the list below. Base: Total Respondents, n=802, US only

6 During their most recent experience... Used Agent-assisted Preferred Self-service 54 % 40 % 26 % Resolve a problem or issue General information Purchase related inquiries 6

7 What they say on AI 34 % 6 % 7 % are willing to use bots and virtual assistants once they get smarter already say it makes it easier to get issues resolved would like to use home virtual assistant to interact with businesses 7

8 Advanced Chat BOT and automation concept Let me assist you in this process! BOTs that can act as an agent Support a customer through a process autonomous or together with an agent. Hybrid solution & support for agents AI that listens to the dialogues and supports the agent. BOT that can do routine parts of an errand but under supervision of the agent. Plug in tools to enrich the agent/customer experience with information from external data sources. 8

9 Key Takeaways Set the right goals Contact Focus on automating repeatable processes Employ machine learning now so every subsequent contact has a higher success rate References Analysts Agree! 3 Influential Reports 2018 NICE incontact CX Transformation Benchmark Global Study and Webinar White Paper Thriving in the Experience Economy Measure your success as CX improvements are reducing the rote tasks for agents 9

10

11 Tech Tank Roundtable Enhancing Customer Engagement Trends for 2019 & Beyond

12 The State of Digital Transformation Enterprises will spend $7 trillion on digital transformation by (IDC) Goals for digital customer service include driving self-service, deflecting calls and interacting in channel of choice. 52% of contact center professionals believe that self-service is the best channel for transactional interactions and that voice remains the best for complex issues.

13 Without a Voice Escalation Strategy You force your customer to: Find your 800 number Start over Navigate the IVR Wait on hold Repeat information Year after year, these are among the top customer frustrations.

14 Without a Voice Escalation Strategy Do nothing Go to competitor & purchase Go to competitor, purchase, & evangelize

15 Without a Voice Escalation Strategy 80% percent of people that call care not our care, care in general in America say they are left unsatisfied by the experience. Nick Drake, EVP of Marketing and Experience for T-Mobile

16 Digital Strategy Mobile App Web Live Chat Chat Bot Portal

17 Melanie starts her customer journey in XYZ Company s mobile app She hits a dead-end and is directed to XYZ Company s number Melanie is required to navigate the IVR, gets stuck on hold, and then has to start over with the agent Melanie s satisfaction decreases rapidly Melanie is less likely to be a brand promoter, and her customer satisfaction surveys will be lower

18 Melanie starts her customer journey in the mobile app at XYZ Company Melanie hits a dead-end Company XYZ s app offers an ASAP or Scheduled Callback Melanie receives a contextual callback from an informed agent, picking up where she left off in the mobile app Melanie completes her experience and is willing to recommend XYZ Company

19 Chatbot to Voice Conversion: Option 1

20 Chatbot to Voice Conversion: Option 1

21 Chatbot to Voice Conversion: Option 1

22 Chatbot to Voice Conversion: Option 1

23 Chatbot to Voice Conversion: Option 1

24 Chatbot to Voice Conversion: Option 2

25 Chatbot to Voice Conversion: Option 2

26 Chatbot to Voice Conversion: Option 2

27 Seamless Live Chat to Voice Conversions Live chat agent interacts with a customer who requires a transfer to voice VHT Agent Assist is engaged Chat agent views queue conditions and registers a callback to be completed by an agent in Group 2 Agent in Group 2 completes the callback at the requested time When the callback occurs, customer avoids the IVR entirely and is connected directly to the agent

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

29 Q&A