Chad Hendren Director, Solution Innovation. Eliminate Customer Frustration Across ALL Channels

Transcription

1 Chad Hendren Director, Solution Innovation Eliminate Customer Frustration Across ALL Channels

2 AGENDA Today s Focus: Live Demo of How to Create Engaging, Omni-Channel App Industry-wide Challenges Delivering CX and Achieving Desired Business Outcomes Navigate vs. React: Any Channels, Any Events, Any Actions Define and Refine Rules of Engagement and Actions Manage CX and Business Results as ONE Process View Reports and Analytical Data to Continually Improve

3 Customer Satisfaction is Critical A survey of 13,000 found that More than 50% of U.S. consumers left a company due to poor customer service How much loss did this cause? More than $1.3 Trillion

4 Multi-Channel is the New Normal 95% of organizations do not have a solution to navigate consistent Customer Experience across departments and channels. 58% of consumers who begin their journey on the web complete an interaction through live service

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

7 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

8 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 How many of you have multiple channels in your business?

9 Identifying the Moments of Opportunity is Key Recognize the customer s needs Proactively engage the customer Give businesses the ability to navigate the journey rather than enabling customers to engage randomly Remove frustration for customers and higher service delivery cost to the business

10 If you were waiting for the opportune moment, that was it Captain Jack Sparrow Expectation Hesitation Frustration Missed Opportunity

11 Recognize and Act at the Opportune Moment: VHT Navigator Businesses require: Easy to integrate to existing solutions/systems Navigate vs. Reaction: 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

12 VHT Navigator Capture Events, Transactions, Data Points from any Source Apply Rules and Take Action directly Analyze to See the Customer Journey, Resulting Actions to Navigate VHT Navigator is Channel, System, Platform Agnostic: Enhance Your Existing Investments

13 Step One: Define the Rules of Engagement To achieve best results, you need to be able to Capture Events Event is a term used to describe what is happening in any of your Customer-Facing Channels, Back-end Applications, or Third Party systems

14 What Are Some Events in Your Environment? ATM transaction Web activity Account login Check latest transactions Shopping Cart Activity Mobile App Activity IVR / Agent Interaction Fraud Alert Policy Nearing Expiration Claim Status Change Promotion Sent New Services Started Any Event from any Channel or System OVERLAY and UNIFY Your Existing Investments

15 Step Two: Identify the Customer, Leverage What We Know About Them, and Take Action 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.

16 Leverage Authentication Status: Anonymous, Identified, Authenticated Identification status is important to navigating the customer to the right customer journey Are they authenticated with voice biometrics?

17 Leverage Customer Segmentation Customer value Subscription level Loyalty program Length of membership Etc.

18 What Are Some Actions You Take Across Channels? SMS Mobile App Push Personalized IVR Update CRM Tweet or FB Post Trigger Workflow Offer Incentive Click to Callback or Chat Any Actions Across Channels or Systems Use the Channels You Have More Effectively

19 Quick Demo! Who Wants to Give me a Scenario to Build? Step 1: Capture Events from Any Source and Define Rules of Engagement (When to Start!) Step 2: Leverage What We Know and Take Action Step 3: Analyze Results and Optimize Strategies

20 Step 3: Analyze and Continually Improve

21 Analyze and Continually Improve Out of the Box from our Web to Voice Use Case

22 Analyze and Continually Improve Out of the Box + Customized Perspectives with Drill-down

23 Summary of Navigator s Omni-Channel Capabilities VHT Navigator is non-disruptive to install, integrate, and maintain, now and in the future Easy-to-Use Interface to Manage ALL Channels as One No rip-and-replace of existing investments; leverage them Take Action 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 How many of you have Co-Browse or Screen Sharing? Navigator Can Manage Multi-Modal Applications

24 Contact Us Chad Hendren Director, Solution Innovation,VHT Phone: