A Screen Share is Worth a Thousand Chats Donald Hasson Director of ITSM Product Management

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Ada Ryan
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2 I need help. The little button disappeared. The red one in the upper left corner. Yes well, no. The convert to PDF button. What is the problem? What little button? You mean the print button? Right, they re the same. Did you disable printing in your settings? 2016 BOMGAR CORPORATION ALL RIGHTS RESERVED WORLDWIDE 2

What is the problem? What little button? You mean the print button?

3 Where is that? I remember clicking something yesterday. Not sure. How would I know? Near the red button. It s a grey gear icon. You need to open settings, and click on print settings. I don t see that. All I see is file upload options. OK. I m here. I see printing with a check next to it. That s the file upload menu, not settings. Click on the other gear icon. Strange. That s what controls the red button BOMGAR CORPORATION ALL RIGHTS RESERVED WORLDWIDE 3

All I see is file upload options. OK. I m here. I see printing with a check next to it.

5 Chat Adoption Source: HDI Only 24.1% of IT service desks utilize chat (down from 24.8% the previous year) Of those that utilize chat only 17% of organizations are measuring tickets through the chat channel (89% phone) 2016 BOMGAR CORPORATION ALL RIGHTS RESERVED WORLDWIDE 5

6 With Varying Degrees of Success Dipping Toe Strategic Shift For respondents who utilize Bomgar chat, 43% of respondents were able to shift 5% of their volume to chat 37% of respondents were able to drive 20%+ of their overall volume through chat 2016 BOMGAR CORPORATION ALL RIGHTS RESERVED WORLDWIDE 6

volume to chat 37% of respondents were able to drive 20%+ of their overall

7 So what s the issue? Benefits of Chat are often not realized Not understanding how chat can help Inconsistent customer experience Lack of visibility Flip the switch and hope Lack of communication and direction Lack of integration with process/tools A Proposed Solution Understand where the value lies and apply to your current processes Build upon best practices Follow a proven approach 2016 BOMGAR CORPORATION ALL RIGHTS RESERVED WORLDWIDE 7

Lack of visibility Flip the switch and hope Lack of communication and direction Lack of integration with

8 Why switch to chat support? Benefits of Chat Support Because your customers are already there (especially Millennials) 67% of Millennials expect the fastest support response to come via chat (10 minutes or less)* 80% of respondents consider customer service over the phone to be inconvenient. * Even when they call, 72% still don t think this is the best way to get their issue resolved.* Concurrent sessions improve productivity Reduced agent workload Canned Messaging Integration to self-help, portals, and CRM Real Customer Results 20-30% increase in staff productivity 10-30% improvement in first contact resolution 10-25% reduction in incident handle time 10-20% improvement in customer satisfaction * Survey by Salesforce/desk.com 2016 BOMGAR CORPORATION ALL RIGHTS RESERVED WORLDWIDE 8

respondents consider customer service over the phone to be inconvenient. * Even when they call, 72% still don t think this is the best way to get their issue resolved.

Source: HDI 2013 Practices & Salary Report

10 Change is hard because people overestimate the value of what they have and underestimate the value of what they may gain by giving that up James Belasco and Ralph Stayer 2016 BOMGAR CORPORATION ALL RIGHTS RESERVED WORLDWIDE 10

may gain by giving that up James Belasco and Ralph

productivity FCR Overall Resolution Rate Time to Resolve by Issue Cost Per

11 Understand your success factors Then Create a Baseline Determine what you have Service Level ASA Workload Volume by channel/issue AHT Agent productivity FCR Overall Resolution Rate Time to Resolve by Issue Cost Per Interaction Cost Per Minute 2016 BOMGAR CORPORATION ALL RIGHTS RESERVED WORLDWIDE 11

12 Understand the Issues You Want to Go to Chat Most common issues with repeatable steps. Issues with downtime. Issues that generally need remote support escalation 2016 BOMGAR CORPORATION ALL RIGHTS RESERVED WORLDWIDE 12

Determine Staffing Levels Use the expected volume based on your Step 2 plan on driving specific issues Adjust for concurrent sessions Understand the impacts to other channels

13 Determine Staffing Levels Use the expected volume based on your Step 2 plan on driving specific issues Adjust for concurrent sessions Understand the impacts to other channels Understand both at the weekly, daily and interval level Make sure to factor in shrinkage (Absenteeism, breaks, meetings, training, etc.) 2016 BOMGAR CORPORATION ALL RIGHTS RESERVED WORLDWIDE 13

Understand both at the weekly, daily and interval level Make sure to factor in shrinkage

14 Calculating Chat and Remote Support Handle Time One phone call takes 6 minutes of talk time and 3 minutes of after call work (ACW). Total AHT: 9 min An agent handles two chats/rs both take 10 minutes Reported AHT: 10 minutes per chat/rs BUT. An agent handles a chat that takes 10 minutes. 5 minutes into the chat they start another chat that takes 10 minutes and work both concurrently. Actual real impact to staffing is 15 total minutes. Revised AHT is 7.5 minutes per chat for staffing purposes Integration into your CRM can also include the chat logs which reduces documentation time and after call work 2016 BOMGAR CORPORATION ALL RIGHTS RESERVED WORLDWIDE 14

5 minutes into the chat they start another chat that takes 10 minutes and work both concurrently. Actual real impact to staffing is 15 total minutes.

15 Staffing Sensitivity to AHT In this example the difference between using a 10 minute AHT and 7.5 min is the equivalent of 7 FTE or an increase in staffing efficiency of 21%. Assuming a $50k fully burdened salary that is $350k per year 2016 BOMGAR CORPORATION ALL RIGHTS RESERVED WORLDWIDE 15

5 min is the equivalent of 7 FTE or an increase in staffing efficiency

16 Inefficiencies of Phone support Service Level Target: 80% of calls answered in 40 seconds To meet service level targets there is a substantial amount of time where agents are idle Phone is one to one and there is no possibility for concurrent interactions To drive increased productivity you can use some of the idle time to work quick issue types like password resets 2016 BOMGAR CORPORATION ALL RIGHTS RESERVED WORLDWIDE 16

no possibility for concurrent interactions To drive increased productivity you can use some of the idle

Communication Plan Create a communication plan that will drive ideal customer behavior. Put chat links in specific knowledge base articles to drive volume for specific issues.

18 Communication Plan Create a communication plan that will drive ideal customer behavior. Put chat links in specific knowledge base articles to drive volume for specific issues. Use intelligent routing to get the customer directly to the team/agent that has the skill set to resolve the issue. Make chat the first source on service page Remind them of chat while on hold on the phone BOMGAR CORPORATION ALL RIGHTS RESERVED WORLDWIDE 18

Use intelligent routing to get the customer directly to the team/agent that has the skill set to resolve the

19 Communication Plan Drive Adoption Identify Customer Touch Points IVR Invoice Deliver a Compelling Message Faster Service Easier to Initiate Contact Ability to Multi-Task Faster Resolution 2016 BOMGAR CORPORATION ALL RIGHTS RESERVED WORLDWIDE 19

Service Easier to Initiate Contact Ability to Multi-Task

them involved Help with process, canned messages If they are part of the process they

20 Assess Who Should Staff Chat and Get Them Involved Key Applicant Attributes Experience Ability to Learn Keyboarding Skills Multi-tasking Communication Skills In a Pilot, get them involved Help with process, canned messages If they are part of the process they are more apt to embrace the change 2016 BOMGAR CORPORATION ALL RIGHTS RESERVED WORLDWIDE 20

and chat can improve efficiencies (but not trying to do both simultaneously) The

21 Chat agents vs. Phone agents Universal Agent Voice Chat Cross-training some agents for both voice and chat can improve efficiencies (but not trying to do both simultaneously) The skill sets, however, are different: Good voice agents don t necessarily make good chat agents 2016 BOMGAR CORPORATION ALL RIGHTS RESERVED WORLDWIDE 21

Create Canned Messages/Intelligent Routing Create canned messages for greetings, standard troubleshooting questions, process steps and closing.

22 Create Canned Messages/Intelligent Routing Create canned messages for greetings, standard troubleshooting questions, process steps and closing. Personalize everything in between the canned messages - customer issues are different and personalization goes a long way in customer satisfaction. Get the right issue to the right agent the first time Personalization Canned Scripts 2016 BOMGAR CORPORATION ALL RIGHTS RESERVED WORLDWIDE 22

23 Create New Processes and Train When to disconnect a chat When to escalate/collaborate What to do in-between chats When to elevate to remote support How to document Create New Processes Train the Team Load the KB Quality Check Coach When to use canned scripts/when to personalize Soft Skills 2016 BOMGAR CORPORATION ALL RIGHTS RESERVED WORLDWIDE 23

24 Integrate Intelligent Collaboration Phone, Front- End Portal, Remote Support or Chat Chat or Phone Session Remote Control or View Only End Session / Survey Customer Info Ticketing system Session Details 2016 BOMGAR CORPORATION ALL RIGHTS RESERVED WORLDWIDE 24

reporting and find areas of opportunity Continue to keep the

26 Continuously Improve Get feedback from both customers and reps Review CSAT data Create a process improvement board Quality monitor Review reporting and find areas of opportunity Continue to keep the conversation front and center 2016 BOMGAR CORPORATION ALL RIGHTS RESERVED WORLDWIDE 26

28 1,000x Better? As good as chat is, it can be improved Words are inefficient at communicating complex ideas/issues 40-60% of sessions solved faster with screen sharing It was really a GREEN button!! 2016 BOMGAR CORPORATION ALL RIGHTS RESERVED WORLDWIDE 28

Don t Leave Them at a Dead End Knowledge Base

Remote Support: Key Metrics to drive Improvement in your Center

Remote Support: Key Metrics to drive Improvement in your Center Jeremy Curley, Director of Business Solutions, Bomgar Mike Sell, Director of Strategic Alliances, Bomgar 0 Why Are Metrics Not Improving?