Innovative Customer Engagement Hub

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2 Innovative Customer Engagement Hub VHT has been a pioneer in bridging CX and business results gaps for over 20 years. Our solutions deliver service across all channels and enable you to focus on customer experience and business outcomes.

3 Agenda We will discuss: Industry-wide challenges Best practices to achieve enhanced results Use cases to drive thought toward: Who is the customer and what do we know about them? What are they trying to achieve? What do we need the customer to do for business reasons? What is the best method of engagement to accomplish mutual goals? How can we deliver optimal customer experience and achieve business objectives at the same time?

4 Customers Expect Easy Service; Businesses Expect Efficient, Cost-Effective Service Delivery Customers demand digital channels Voice is the preferred channel for complex issues Customers will engage in potentially wrong channels if not navigated to the best channels for their journey

5 Awareness of the Challenges Businesses are aware of: Channel solution silos Lack of continuity of information Inability to navigate customer journeys to optimize both the customer experience and business outcomes

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7 Why Do Customers Use Multiple Channels? Quite simply: Because they can The channels are offered and available There is no proactive navigation to the best channel Channels are still operated as silos

8 Identifying the Moments of Opportunity is Key Proactively engaging the customer gives businesses the ability to navigate the journey rather than not recognizing the customer s needs and letting them engage as they wish, often to their frustration and at higher cost to the business.

9 The Need for a New Class of Solution Businesses require: Easy to integrate to existing solutions/systems Navigate: any channels, any events, any actions A powerful, yet simple UI for business users to: Define/refine rules of engagement and actions Manage customer experience and business outcomes as one process View reports and analytical data to continually improve

10 Customer Engagement Hub Channel/system/platform agnostic Events, transactions, data points from any source (push or pull) Ability to create rules and take action directly Analytics to see the customer journey, resulting actions to navigate to successful business outcomes with excellent customer service

11 Events in Your Environment: Who, What, and Why? To achieve best results, you need to be able to consume events, analyze them, and navigate customers to desired outcomes Event is a term often used to describe what is happening in any of your channels or back-end systems

12 Examples of Events ATM transaction Web activity Account login Check latest transactions Transfer funds Mobile app activity IVR/agent interaction Fraud Alert Policy expiration notice Claim status notification Promotion sent Any event, from any channel or system OVERLAY and UNIFY your existing investments

13 Who IS the Customer? In today s growing digital channels environment, additional ID keys may need to be added on an ongoing basis: Twitter Facebook Device ID Association Ensure solutions are future-proofed for consuming additional ID keys without costly rebuilding of data structures.

14 Anonymous, Identified, Authenticated Identification status is important to navigating the customer to the right customer journey Are they authenticated with voice biometrics?

15 Customer Segmentation Customer Value Subscription Level Loyalty Program Length of Membership Etc.

16 Bringing the Data Together for Desired Outcomes ID Status Customer Segment Customer Value Account Type Business Function: Offer Chat or Call Business Function: Wait 5min. - SMS Business Function: 2 Day Outcome Success Outcome Failure Leverage the data collected from an event to match rule criteria Select actions to take real-time or over any period of time required Stop series of actions if desired outcome is met prior to execution

17 Bringing the Data Together for Desired Outcomes ID Status Customer Segment Customer Value Account Type Business Function: Offer Chat or Call Business Function: Wait 5min. - SMS Business Function: 2 Day Outcome Success Outcome Failure A system outfitted with out-of-the-box reports and metrics will automatically highlight specific events when triggered and will provide analysis of the successful or failed customer outcome.

18 Use Case Example: Web to Voice Customer logs into account on website (Login Event) Customer reviews recent transactions (Transactions Review Event) Customer calls contact center (IVR Event) IVR completes voice biometrics authentication (Enhanced Authentication Event) Profile, context, segmentation, authentication, rules applied to events to navigate to next best action Objective: Greet the customer knowing WHAT they need and persist context

19 Use Case Example: Web to Voice AND Co-Browse Customer logs into account on website (Login Event) Customer reviews new policy details (Policy Review Event) Customer calls contact center (IVR Event) IVR completes, identifies customer Profile, context, segmentation, authentication, rules applied to events to navigate to next best action Objective: Greet the customer knowing WHAT they need and route to co-browse capable agent

20 The Ideal Customer Engagement Hub Solution must be easy to install, integrate, and maintain now and in the future Unified, simplified UI; multiple interfaces and users can be prohibitive to progress Cloud or on-premises to deliver the agility businesses require

21 The Ideal Customer Engagement Hub Future-proofed methodology for current and emerging channels No rip-and-replace of existing investments; leverage them! Actionability from a centralized solution one step at a time; no need for ALL platforms to conjoin immediately Scalability: hundreds of transactions per second on day one; no limit as growth demands

22 Summary Customer experience is crucial: Net Promoter Score management, voice of the customer engagement, and context across channels Focusing on the mutual goal of service delivery in the BEST channels with the LEAST customer effort yields results for customers and businesses Engaging and navigating the customer reduces the frustration of channel-hopping and failing to achieve desired results. Virtual Hold s solution-set provides the tools you need to address the most basic cross-channel scenarios to the most advanced use cases while operating as an overlay to your investments

23 Contact Chad Hendren, Director, Solution Innovation