High Performance Customer Self-Service

Transcription

1 High Performance Customer Self-Service

2 Agenda: About PowerObjects Our Speakers: Introductions Our High Performance Customer Care POV - Consumer Behavior - Omni-channel - Self-Service Channels Self Service Presentation

3 About PowerObjects Founded in Employees Over 850 CRM Customers Worldwide We have been 100% focused on CRM since 2008 Largest Microsoft CRM Practice & Largest Support Desk in the world We have one of the most widely visited Dynamics CRM websites in the world including our blog and our free online Dynamics CRM guidebook: The CRM Book Microsoft Awards & Recognition 2015 Cloud Customer Relationship Management Partner of the Year 2014 Microsoft Customer Relationship Management Award Finalist 2014 Customer Excellence Award for Cloud Transformation 2013 Microsoft Dynamics CRM Partner of the Year 2013/2011 Inner Circle for Microsoft Dynamics 2012 Microsoft Dynamics CRM Partner of the Year 2009/2010/2011 Presidents Club for Microsoft Dynamics Minneapolis Atlanta Chicago Cincinnati Dallas New York Omaha Philadelphia San Francisco Seattle Toronto

4 Our Speakers: Nikita Polyakov PowerObjects Practice Director, Mobility & Portals Adam Borst PowerObjects Solution Specialist, Customer Care

5 Think about your last Customer Service Experience

6 Multi-channel support can improve customer satisfaction by 36% Forrester Research

7 Evolution of Things Consumers have more information to make informed decisions at the fingertips

8 Consumer Behavior Is driving an Omni-channel transformation Consumer Segments One quarter of millennials will leave a company after one bad experience. By the third bad experience, an astounding 82 percent of millennials will stop using a company. Sixty-five percent of all consumers and 69 percent of millennials say that they feel good about themselves and the company they are doing business with when they resolve a problem without talking to customer service. Millennials switch between laptops, smartphones, and TV on an average of 27 times per hour. 34 percent of millennials would rather have their teeth cleaned and 26 percent would rather go to the DMV, than speak with a customer service agent.

9 Omni-channel of things... What channels do you consider as part of the Customer Care Center What kind of Omni-channel attempt will you make over the next year! Which Channels will performance improvements be a priority over the next year? Web Self-Service: Mobile Web Service: 48.3% 31.7%

10 Self-Service Portals CONSUMERS EXPECTING SELF- SERVICE PORTAL Portal No Portal MORE FAVORABLE VIEW OF THE BRAND Mobile-Responsive Traditional 10% 40% 60% 90% 2015 Global State of Multichannel Customer Service Report)

11 Self-Service of things... Business Benefits Proactively reduces support volume and repetitive inquiries on high-cost channels Empower customer preference of online information before escalating to assisted service Delivers consistent answers across multiple channels (including social media and mobile) Creates more time for high-value customer interactions Customer Benefits Allows customer access across mobile, social and web experiences Provides 24/7 self-service access to information Increases first contact resolution and customer satisfaction Provides real-time product and service updates

12 Adam Borst PowerObjects Solution Specialist, Customer Care High Performance Self-Service Presentation

13 Our POV on Self-Service Portals Implement Customer Self-Service Portals that fit the evolving lifestyle and channel preference today Invest into a single Portal platform that is mobileresponsive from the start Measure, report and rate content on your portal

14 Relevant Next Steps Webcasts of Interest 1. Why Omni-channel and CRM Must Be Symbiotic in Your Customer Care Center [Pre-recorded] 2. Tue Oct 27 th Voice of Customer Understanding Customer Experience On the Go

15 Questions