Leapfrog customer experience management with omni-channel communications

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1 Leapfrog customer experience management with omni-channel communications

2 Fast Facts on Present-day TRENDS Today s customers are empowered by the internet, social media and mobile technologies. They reach out to businesses via their preferred channel, expect them to be accessible at all times and demand a quicker response than ever before. But the proliferation of channels has made it increasingly difficult for enterprises to track, manage and route all customer interactions. Ensuring customer satisfaction across multiple channels is key to successful engagement, and eventually brand loyalty and sales conversion. 3 Billion * of consumers use individuals globally are expected to own a smart phone by 2017, compared to 1 billion today 67%^ web-based self-help to find answers to their questions 61% + of global consumers have switched service providers due to an unsatisfactory service interaction 67% # of online customers have had unsatisfactory service interactions 37.2% ** of unhappy customers share their bad shopping experiences on social media Sources: * Forrester Research World Smartphone Adoption Forecast, 2012 To 2017 (Global) ^ North American Technographics Customer Experience Online Survey Q (US) + Show Me You Know Me: Playing to Win by Building Relations at Scale. Accenture, 2014 # North American Technographics Customer Experience Survey, 2013 ** How to Transfer Digital Customer Experiences for the Connected Customer, Genesys, 2014

3 What Customers EXPECT A customer journey is a set of interactions that a customer has with your business on their way to completing a task, such as purchasing or signing up for a new service, getting maintenance support, or renewing a contract. The buying cycle starts long before they visit the website, and the service and support experience continues long after the purchase has been made. Customers expects consistency in their experiences throughout the journey, yet are commonly met with underwhelming performances that fail to deliver on these expectations. SHOP Purchase Journey SMS Onboarding Journey Problem Resolution Journey Account Change Journey SMS Renewal and Repurchase Journey

4 A Typical Unsatisfied CUSTOMER JOURNEY Amy is interested in an ABC summer promotion. Day 1: She logs into the website & starts live chat I am a VIP. ABC Fashion Membership level? Summer promotion? Discount? Live chat agent cannot see her membership level Day 2: She switches to the hotline I am a VIP. Long queue, keep waiting... Agent Hotline system cannot prioritize the VIPs in queue Day 3: She complains on Facebook 1 I hate their service. ABC Fashion ABC Fashion POST PHOTO / VIDEO I hate their services Company is unaware of negative comment POST What customers may experience Inconsistent experience across silo channels Countless s, calls and chat sessions Numerous handoffs and transfers Repetition of information and loss of context Loss of interest and abortion of purchase What the enterprise may have gotten wrong Poor resources assignment and coordination Poor collaboration between departments to deliver a consistent customer experience Poor data management (e.g. a lack of historical records) to facilitate customer interaction A lack of proactivity, leading to a missed sales opportunity A lack of SLA enforcement and poor priority customer handling

5 HKT Customer Care Solution MULTI-CHANNEL SMS HKT Multi-Channel Customer Care Solution SHOP By connecting all channels in a single platform, conversation history, customer information from CRM integration, and analytic reports are fully visible to all customer-facing departments. Enterprises can deliver a consistent and customized experience at different touchpoints, never missing a chance to engage and maximize business potential. BENEFIT Omni Platform Consistent customer engagement across all channels Customer chooses their preferred channel Customers can choose to interact by web chat for a quick answer, voice for complex interactions, search for answers on their own and social media, etc. This allows the company to reach customers through their preferred channel, encouraging responsive, two-way communication. SHOP Consistent customer engagement Different departments can view the customer s information, communication history and personal profile, giving customers a consistent journey tailored to their needs when requesting support from any channel. Social media management Social media listening tools collect comments, enable message alerts, and allow agents to analyze feedback immediately, turning messages into actionable engagement. SMS Enhance outbound notification Emergency notifications, such as flight schedule change alerts, used to be one-way, but with our enhanced solution that updates corporate on all customer interactions via a single platform, customers can connect to an agent after receiving a message.

6 HKT Customer Care Solution MULTI-CHANNEL BENEFIT Seize Sales Opportunities with personalized engagement Sales conversion By monitoring web browsing behaviors, companies can set policy and proactively invite customers for a chat or e-tutorial, converting more business opportunities. Predictive intelligence Based on purchase and interaction history, companies can make recommendations, increasing positive up-sell and cross-sell opportunities. Saving an abandoned shopping cart Customers tend to abandon online purchases if they cannot find a quick answer. With real-time service, companies can speed up transactions by making suggestions on size, color, stock level, etc. Optimized ROI By measuring the cost of each communication channel and overall customer satisfaction, companies are able to make better investment decisions on customer engagement approaches. Conducting right segmentation Companies can identify a customer s segment by their call-in identity, giving VIP priority to valuable segments to shorten their wait time.

7 Partner with HKT Today to Build YOUR SUCCESS Investment Models We are brand neutral and have two investment models for your business needs. One-time purchase One-stop service that supports every step, including Solution planning Integration and design Deployment Staff training Monthly subscription Enables fast and easy development Scalable for expansion Hosted in HKT s carrier-grade cloud platform Carefully managed platform, under tight security Flexible models to serve different business needs Vast Operation Scale and Experience We know your needs, HKT is operating one of the largest integrated call centers in the region. Our INTERNAL call center provides customer services and technical support for PCCW products, including fixed lines, PCCW Mobile, etc. Over 20 years of expertise in operation and system integration Successful in large scale projects in the banking sector and utilities sectors Our scope extends to outsourcing services to provide second staff to work at the customer s site HKT call center has 12,000 seats and handles more than 10 million calls per month

8 Trusted Operation Platform Our attentive support service, best-in-class network and information security management offers you a hassle-free operation. Carrier grade maintenance services 24/7, 4-hour SLA Private network connecting the cloud network and company Customer information is carried over our high-speed and secure network HKT runs more than 90 exchanges locally, offering more diversified and efficient voice cable routes Variable broadband network connections so companies receive the most suitable option for e-channel development HKT hosting platform has industrial standard ISO IT service management and ISO information security management To find out the usage that fits your business needs: <Scan QR code to view video> 1. O2O 2. Online shopping and social media management 3. Information enquiry and capturing customer contact info The Service shall be provided by Hong Kong Telecommunications (HKT) Limited ("HKT") to the Customer for purposes related to the Customer's trade or business only.

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