Anticipate Customers Needs

Save this PDF as:
 WORD  PNG  TXT  JPG

Size: px
Start display at page:

Download "Anticipate Customers Needs"

Transcription

1 White Paper Anticipate Customers Needs Deliver more relevant experiences to the ever-more-demanding consumer. Learn how to harness predictive strategies to enhance service and increase sales and loyalty. #4 in the Series Customer Winning Self-Service 1. Intuitive 2. Conversational 3. Personalized 4. Anticipatory 5. Consistent

2 2 Stop wasting my time, says Joe Customer. Wakefield Research recently surveyed 1,000 consumers to learn what annoys them the most in a customer service experience. The top three complaints? 1. Being put on hold (49%) 2. Having to give the same information or repeating themselves multiple times (38%), and 3. Getting transferred multiple times (37%). 1 Methodology By distilling billions of customer interactions and thousands of customer deployments, we learned there are 5 key imperatives of customer winning self-service. 1. Intuitive 2. Conversational 3. Personalized 4. Anticipatory 5. Consistent Predicting the future Your customer relationship is at stake every time you put them on hold or make them repeat themselves. Tolerance is low for interactions that aren t easy. By harnessing predictive strategies to help customers solve problems, you will deliver highly relevant experiences that can grow sales and loyalty. Survey says... The key takeaway in the report by Wakefield Research is that today s consumers have no tolerance for long or complex customer service experiences. Here s why it matters to you: a whopping 56% of consumers surveyed revealed that they have cancelled a service or ended a relationship with a company because of a single bad customer service experience. So anytime your customers are put on hold, or have to repeat themselves, your customer relationships are at stake. This is why imperative four of our 5 Imperatives of Customer-Winning Self-Service is about anticipating customer needs. Because by anticipating their needs, you not only help customers solve problems faster, but you also deliver more relevant experiences that are likely to inspire higher sales and increased loyalty. To increase sales and reduce complaints, be proactive Why do your customers commonly reach out to your company? If they re like most, it s to get a question answered or a problem solved. Most welcomed messages Bank or Financial Services Fraudulent activity notice (70%) Late or missed payment notice (45%) Loan or mortgage refinancing status update (37%) Healthcare Providers Appointment or vaccination reminder (69%) Prescription pick-up or reorder notice (57%) Message encouraging patients to schedule an appointment (39%) Retail A package is ready to be picked up or has been shipped (65%) Message about in-store events (40%) Store credit notice (40%) Utility Company Power or service outage notice (63%) Service appointment reminder (49%) Late or missed payment (45%) You re waiting for your customers to let you know when they have a need. Unfortunately, this isn t what today s consumers want. 1 Wakefield Research, 2014 Nuance Consumer Customer Service Survey

3 3 Today s consumers expect the businesses they patronize to proactively help them resolve issues before they become a problem. In fact, 75% of consumers say that receiving proactive messages from the companies they do business with is extremely helpful and welcome. In addition, 70% say these communications could have helped them avoid issues (such as missed payments or overdrawn accounts) in the past. 2 Many companies are meeting customers demands for proactive outreach by sending automated, cross-channel communication via text message, and voice or smartphone push messages. For customers, it means they have fewer reasons to reach out to your contact center. For your company, the benefits include reduced costs, improved customer loyalty and increased self-service containment. Southwest Airlines template for proactive outreach When an airline must cancel a flight, the impact on inbound customer service channels can be significant. Passengers by the thousands flood the contact center with inquiries about how, and when, their travel issues will be resolved. Southwest Airlines utilizes proactive outreach, namely interactive voice communications, to notify passengers of flight cancellations, and provide them with options to reschedule flights or to speak directly with a live agent. The result for Southwest is happier customers and a reduced influx of calls into their contact center. The company is now expanding their use of proactive outreach to include gate change and flight delay notifications, as well as incorporating a cross-channel approach to that includes a blend of voice, text message and . Read their story. Proactive outreach best-practices When building your proactive outreach strategy, make sure to use the following best-practices: How to harness your predictive insights Identify key goals Are you most interested in driving upsells? Increasing self-service containment? By identifying your goal you can identify the data you need to leverage. Connect disparate data systems Identify the data you ll need to arrive at your goals, and then connect the relevant data source to your selfservice systems. Common systems include contact center infrastructure, CRM and billing. Track customer interactions As customers interact with your self-service and live-agent channels, log their interactions and preferences to inform future interactions. Use data to make intelligence inferences Analyzing all your data in tandem will help your systems learn and anticipate customer needs. Test and analyze your scenarios After building your predictive scenarios, monitor and analyze the results to ensure your achieving your desired outcomes. Utilize preferences and personalization This will not only increase engagement but will also help you gather data that can be leveraged to personalize other interactions. Use a cross-channel approach Deploy multiple channels in concert, based on situations or contact conditions. For example, if outreach via voice results in a busy signal, a text message should be triggered. Ensure consent Ensure your programs comply with all relevant state and federal guidelines such as the Telephone Consumer Protection Act (TCPA). Connect your conversations Ensure when customers contact your company, your inbound and outbound systems are connected and can provide a streamlined customer experience. 2 Wakefield Research, 2013 Consumer Survey

4 4 To improve containment and self-service completions, quickly identify problems and provide resolutions The Corporate Executive Board conducted a study of 75,000 consumers, which was originally published in the Harvard Business Review and subsequently published in The Effortless Experience, to learn what kinds of customer service experiences inspire or erode customer loyalty. The surprising results? Delighting today s customers doesn t build loyalty. In fact, it s reducing their effort the work they must do to get their problem solved that does. 3 (Explore this issue further in Imperative #1: Create a Flawless First Point of Contact.) One of the most effective ways to streamline your customers experience is to quickly identify their problems and proactively offer solutions before they reach out to a live agent. Many companies are doing this with intelligent IVRs and virtual assistants, which leverage customer usage and behavioral data to proactively anticipate needs. Three steps to streamline your customers experience Here are three steps that any company can take to streamline their customers experience. 1. Understand the big picture The big picture view of your customers means understanding who they are, how they use your services and what you can do to better serve them. Connecting your self-service systems to all data warehouses for example, billing, usage and demographic profiles will give you a holistic understanding of your customers and allow you to anticipate why they are likely calling. 2. Remember their preferences Think about the last time you were on a date. Asking a question once shows you re interested. Asking the same question over and over again shows you re not listening. Your relationship with your customers is the same. Intelligent IVR and virtual assistant solutions will remember key customer preferences, and serve them with relevant options faster. 3. Simplify the experience Armed with the big picture view of your customers; you can now simplify their experience by presenting only the most relevant options. For example, a customer who has pre-paid for a year of service probably isn t calling to make a payment; so why serve it as an initial menu option? In this step, look for easy-to-identify indicators of why a customer might be calling or logging onto your mobile app or virtual assistant, and make it easier for them to get what they need. Start by looking at common scenarios that draw from a single data source (i.e. checking the billing system to see if a payment is past due, is their credit card expired or invalid, etc.). Then be sure to continually monitor how well your predictions perform and make adjustments accordingly. US Airways Strategic Approach to Predictive Self-Service Like many companies, US Airways found themselves saddled with a disjointed IVR, nailed together over the decades. Menus were confusing, answers buried and customers left frustrated with little choice but to zero out to a live agent. 3 Dixon, Matthew; Freeman, Karen; Toman, Nicholas (2010). Stop Trying to Delight Your Customers. Harvard Business Review. Retrieved from:

5 5 The company invested in a natural language IVR in order to increase call deflection, decrease call handling time and improve the overall caller experience. Callers who are members of US Airways frequent flyer program are now identified by their phone number, and then served with a personalized experience: Greeted by name In usability testing, people who were greeted by name rated the system higher than those who were not. Information about their trip is proactively provided For example, the caller may be notified if they were recently upgraded to first class. The system anticipates the reason for their call to help speed the interaction For example, if the call is placed four days prior to the flight, the system recognizes that the caller is likely looking to change a reservation. If the call is placed just hours before a flight, it understands they are likely checking whether the flight will depart on time. Since implementing a natural language IVR, US Airways has nabbed industry recognition and accolades for their winning service. Today, they have industry-leading low hold times, and have increased call containment by 5% resulting in millions in annual savings. Read their story. To drive upsells serve relevant options Walk into any Nordstrom s in the world and ask an associate to see a pair of shoes. What you ll find is that their associates won t just show you shoes they ll assemble an entire outfit. Come back a few times and you ll find their associates remember you by name. You ll even get phone calls and handwritten notes about the newest items that fit your personal style. This simple curation has helped Nordstrom become one of the most successful retailers in the world. Today, by harnessing data on your self-service channels such as intelligent IVR and virtual assistants, you can gain insight into customer preferences and leverage it to deliver a similar personalized shopping experience. Two steps to drive upsells through self-service data Track customer interactions and use systems that get smarter Watching your customers behavior can tell you a lot about what they want from your company. By closely monitoring and analyzing customer interactions via IVR, mobile and Web channels, you can find patterns which allude to new opportunities. Use data to make intelligent inferences Harnessing data from multiple sources such as your contact center, billing and customer interaction data, you can anticipate customers preferences and serve up relevant options. For example, if five out of a customer s six calls to their cable company have been to order pay-per-view sports and a big boxing match is starting in an hour, the probability is high that the customer wants to order the match. Even if the customer was not calling to order the match, serving them with the option makes them feel understood and fosters loyalty.

6 6 Getting ahead of your customers When asked how he was able to consistently beat the market and deliver revolutionary innovations, legendary entrepreneur Steve Jobs said, Get closer than ever to your customers. So close that you tell them what they need well before they realize it themselves. With today s technology, you needn t have Jobs clairvoyance to understand what your customers want from you. Simply follow the key takeaways outlined in this guide, including: 1. Proactively engage customers to help them avoid problems 2. Quickly identify problems when they do arise and proactively offer resolutions 3. Harness data to drive unique upsell opportunities Take the first steps now by scheduling a strategy session to identify opportunities to better anticipate your customers needs. Just send an to subject line: Anticipate My Customers Needs. About Nuance Communications, Inc. Nuance Communications is reinventing the relationship between people and technology. Through its voice and language offerings, the company is creating a more human conversation with the many systems, devices, electronics, apps and services around us. Every day, millions of people and thousands of businesses experience Nuance through intelligent systems that can listen, understand, learn and adapt to your life and your work. For more information, please visit nuance.com. Copyright 2015 Nuance Communications, Inc. All rights reserved. Nuance, and the Nuance logo, are trademarks and/or registered trademarks, of Nuance Communications, Inc. or its affiliates in the United States and/or other countries. All other brand and product names are trademarks or registered trademarks of their respective companies. NUAN CS SP-04, Feb

Text messaging the channel that gets attention.

Text messaging the channel that gets attention. Text messaging the channel that gets attention. What you need to know before texting your customers. 1 Table of contents Text me / p2 The communication evolution / p3 Text 101 / p4 Why text? / p5 Rules

More information

Customer experience roulette: are banks making the right investments?

Customer experience roulette: are banks making the right investments? Customer experience roulette: are banks making the right investments? A survey of banking consumers and executives. 1 Executive summary Nuance commissioned a survey of 1,000 American consumers to learn

More information

Get Personal to Inspire Loyalty

Get Personal to Inspire Loyalty White Paper Get Personal to Inspire Loyalty Optimize self-service experiences to perform in the same way a person would. Customers will feel that they are being personally attended to via phone, mobile

More information

American Airlines (US Airways) reaches new heights in customer service

American Airlines (US Airways) reaches new heights in customer service Customer Service Solutions Contact Center/IVR ebook American Airlines (US Airways) reaches new heights in customer service The U.S. domestic airline industry s first natural language understanding IVR

More information

Consumers want conversational virtual assistants.

Consumers want conversational virtual assistants. Consumers want conversational virtual assistants. Research Now study reveals insights into virtual assistants usage and preferences. 1 Table of contents 1 Survey says... / p2 2 Speak easy: how conversational

More information

Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative

Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative Improving the Customer Experience for Utilities Consumers Lowering Costs for a Strategic Imperative INTRODUCTION Across the utilities industry, several factors are making customer service a strategic priority

More information

customer care solutions

customer care solutions customer care solutions from Nuance white paper :: Proactive Notifications for the Retail Banking Industry A Nuance Customer Care White Paper introduction The recent economic downturn has created some

More information

customer care solutions

customer care solutions customer care solutions from Nuance white paper :: A Guide to Successful Intelligent Virtual Assistants Why Best-in-Class Technology Alone Is Not Enough NUANCE :: customer care solutions More than ever

More information

Aeroflot deploys speech-enabled call routing.

Aeroflot deploys speech-enabled call routing. Aeroflot deploys speech-enabled call routing. Automates customer inquiry handling through speech recognition. Challenge Cut call center costs and automate calls Use and extend innovative services to passengers

More information

5Ways. to Put Your CRM Data to Work. for You and Your Customers

5Ways. to Put Your CRM Data to Work. for You and Your Customers 5Ways to Put Your CRM Data to Work for You and Your Customers Customer Relationship Management (CRM) solutions are becoming increasingly prevalent in today s organizations to collect and manage information

More information

customer care solutions

customer care solutions customer care solutions from Nuance white paper :: Consumer Preferences for Outbound Notifications Outbound calling using predictive dialing technology is nothing new to contact centers. The use of outbound

More information

Michigan OCS delivers great service to citizens.

Michigan OCS delivers great service to citizens. Michigan OCS delivers great service to citizens. Natural language call steering IVR solution decreases call volume and cuts response times. Challenge Reduce case backlog Eliminate phone tag and delays

More information

OMNICHANNEL CUSTOMER SERVICE

OMNICHANNEL CUSTOMER SERVICE OMNICHANNEL CUSTOMER SERVICE BEST PRACTICES IN CREATING MEMORABLE OMNICHANNEL CUSTOMER EXPERIENCES Is your contact center prepared to deliver omnichannel customer service? Are you aware of the dangers

More information

Effectively Managing Communications with Customers During a Service Outage

Effectively Managing Communications with Customers During a Service Outage Effectively Managing Communications with Customers During a Service Outage A money saving approach that can also increase customer satisfaction Table of Contents Limitations of Traditional Approaches to

More information

BEST PRACTICES FOR A SEAMLESS OMNICHANNEL CUSTOMER EXPERIENCE ebook

BEST PRACTICES FOR A SEAMLESS OMNICHANNEL CUSTOMER EXPERIENCE ebook BEST PRACTICES FOR A SEAMLESS OMNICHANNEL CUSTOMER EXPERIENCE ebook BEST PRACTICES FOR A SEAMLESS OMNICHANNEL CUSTOMER EXPERIENCE It s natural to start designing an omnichannel customer experience (CX)

More information

Genesys Notification Center

Genesys Notification Center Genesys Notification Center Benefits Optimize Campaign Results: Increase contact and response rates Decrease inbound call volumes Drive high-value inbound calls Simplify Compliance: Self-service rules

More information

customer care solutions

customer care solutions customer care solutions from Nuance white paper :: The Business Case for Speech-Enabled Self-Service NUANCE :: customer care solutions Introduction Despite the noble goals of customer service to increase

More information

SIX THINGS PEOPLE EXPECT FROM YOUR CONTACT CENTER IN THE DIGITAL AGE.

SIX THINGS PEOPLE EXPECT FROM YOUR CONTACT CENTER IN THE DIGITAL AGE. SIX THINGS PEOPLE EXPECT FROM YOUR CONTACT CENTER IN THE DIGITAL AGE. Read on to learn more about what today s consumer expects from your contact center and how you can deliver. Seismic shifts are changing

More information

Drive Retail Sales and Enhance Loyalty by Streamlining Your Contact Center

Drive Retail Sales and Enhance Loyalty by Streamlining Your Contact Center SAP Brief SAP Customer Relationship Management SAP Contact Center Objectives Drive Retail Sales and Enhance Loyalty by Streamlining Your Contact Center Create a better retail experience across multiple

More information

Unified Communications Solution for Retail Industry

Unified Communications Solution for Retail Industry March 2014, HAPPIEST MINDS TECHNOLOGIES Unified Communications Solution for Retail Industry Author Sindhu Selvaraj SHARING. MINDFUL. INTEGRITY. LEARNING. EXCELLENCE. SOCIAL RESPONSIBILITY. Copyright Information

More information

Intelligence in Action: Business Benefits of a Smart Agent Desktop

Intelligence in Action: Business Benefits of a Smart Agent Desktop Intelligence in Action: Business Benefits of a Smart Agent Desktop Reducing agent effort and improving productivity An Ovum White Paper sponsored by INTRODUCTION Customers are rapidly adopting SMS, email

More information

The Millennialization of Customer Service

The Millennialization of Customer Service The Millennialization of Customer Service Risks & opportunities: The myth of generational preferences 1 Customer service professionals are concerned about the impact the Millennial generation will have

More information

Patient Relationship Management

Patient Relationship Management Solution in Detail Healthcare Executive Summary Contact Us Patient Relationship Management 2013 2014 SAP AG or an SAP affiliate company. Attract and Delight the Empowered Patient Engaged Consumers Information

More information

Driving loyalty and new customer acquisition with virtual assistants

Driving loyalty and new customer acquisition with virtual assistants Driving loyalty and new customer acquisition with virtual assistants How companies can address evolving consumer expectations for mobile and Web interactions with virtual assistants 1 Mobile consumer expectations

More information

Genesys Outbound Engagement Center

Genesys Outbound Engagement Center Genesys Outbound Engagement Center Benefits Optimize Campaign Results: Increase contact and response rates Decrease inbound call volumes Drive high-value inbound calls Maximize Agent Productivity: Increase

More information

interactive product brochure :: Nina: The Virtual Assistant for Mobile Customer Service Apps

interactive product brochure :: Nina: The Virtual Assistant for Mobile Customer Service Apps interactive product brochure :: Nina: The Virtual Assistant for Mobile Customer Service Apps This PDF contains embedded interactive features. Make sure to download and save the file to your computer to

More information

Nuance Power PDF is PDF uncompromised.

Nuance Power PDF is PDF uncompromised. is PDF uncompromised. Collaboration and productivity at a price that makes business sense. 2 is the next generation PDF solution that delivers performance, ease, and value as never before. PDF uncompromised.

More information

See What's Coming in Oracle Service Cloud

See What's Coming in Oracle Service Cloud See What's Coming in Oracle Service Cloud May 2015 Capabilities and Benefits - Release Content Document ORACLE SERVICE CLOUD MAY RELEASE OVERVIEW This latest release of Oracle Service Cloud provides significant

More information

White Paper: Evaluation of the top three customer self-service technologies for field service

White Paper: Evaluation of the top three customer self-service technologies for field service White Paper: Evaluation of the top three customer self-service technologies for field service This white paper will explore the transitioning role of the customer in field service and how the proliferation

More information

Avaya Aura Experience Portal

Avaya Aura Experience Portal Avaya Aura Experience Portal Avaya Aura Experience Portal delivers a new model for customer experience orchestration that helps you improve customer loyalty, reduce costs, and drive growth. Avaya Can Help

More information

CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization

CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization 2009 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of RightNow Technologies Inc. All

More information

The Shift to Mobile Breathes New Life Into Old Interactive Voice Response Systems. Customer Service. Simplified.

The Shift to Mobile Breathes New Life Into Old Interactive Voice Response Systems. Customer Service. Simplified. The Shift to Mobile Breathes New Life Into Old Interactive Voice Response Systems Customer Service. Simplified. www.jacada.com The Shift to Mobile Breathes New Life Into Old Interactive Voice Response

More information

customer care solutions

customer care solutions customer care solutions from Nuance white paper :: Proactive Notifications for the Utilities Industry A Nuance Customer Care White Paper introduction For today s utilities the old ways of doing business

More information

Windstream reinvents their online customer experience with Nuance s Nina Web

Windstream reinvents their online customer experience with Nuance s Nina Web Customer Service Solutions Nina Web Virtual Assistant ebook Windstream reinvents their online customer experience with Nuance s Nina Web Innovative virtual assistant technology achieves 72 percent first

More information

customer care solutions

customer care solutions customer care solutions from Nuance case study :: Invesco Trimark Provides Personalized Service Using a Nuance Voice Verification Solution for Caller Identification and Authentication NUANCE :: customer

More information

2%INCREASE 66%INCREASE. Boylesports, winning through marketing.

2%INCREASE 66%INCREASE. Boylesports, winning through marketing. Boylesports, winning through marketing. Top Irish bookmaker masters cross-channel marketing and personalized customer communications with Adobe Campaign. Adobe Campaign had by the far the richest capabilities

More information

7 Best Practices for Speech Analytics. Autonomy White Paper

7 Best Practices for Speech Analytics. Autonomy White Paper 7 Best Practices for Speech Analytics Autonomy White Paper Index Executive Summary 1 Best Practice #1: Prioritize Efforts 1 Best Practice #2: Think Contextually to Get to the Root Cause 1 Best Practice

More information

ACHIEVING SELF- SERVICE POTENTIAL

ACHIEVING SELF- SERVICE POTENTIAL Smart Insights and Practical Advice for the Contact Center TECH LINE / AUGUST 2015 To increase the desire and ability to selfserve, your options must be designed effectively, require low effort, and be

More information

5 tips to engage your customers with event-based marketing

5 tips to engage your customers with event-based marketing IBM Software Thought Leadership White Paper IBM ExperienceOne 5 tips to engage your customers with event-based marketing Take advantage of moments that matter with in-depth insight into customer behavior

More information

Efficient, Effective Outreach

Efficient, Effective Outreach White Paper Efficient, Effective Outreach Four best practices for optimizing outbound customer care using today s multi-channel interactive technology and personalization principles By Grant Shirk, Director,

More information

Digital Self Service. Reduce costs and maximize customer relationships by creating meaningful personalized self-service experiences.

Digital Self Service. Reduce costs and maximize customer relationships by creating meaningful personalized self-service experiences. Digital Self Service Reduce costs and maximize customer relationships by creating meaningful personalized self-service experiences. Give customers the answers they re looking for and you ll get the results

More information

Customer Service Best Practices Survey Results

Customer Service Best Practices Survey Results In our last survey on customer tipping points, consumers told us where companies fail at meeting their expectations and how they typically react to bad customer experiences. The results delivered insight

More information

Cisco Healthcare Intelligent Contact Center

Cisco Healthcare Intelligent Contact Center Solution Overview Cisco Healthcare Intelligent Contact Center Cisco Healthcare Intelligent Contact Center provides a centralized approach to a virtualized contact center that can help improve communication

More information

Benefits of using. Why was our power dialer created?

Benefits of using. Why was our power dialer created? Benefits of using Why was our power dialer created? A power dialer software simply places automated calls when some conditions are met typically when an agent is available to handle them. The dialer considers

More information

The Guestware Solution

The Guestware Solution The Guestware Solution Many hotels operate using manual processes for service delivery and asset management which leads to inefficiencies and inconsistent service quality. Guestware provides the technology

More information

Boosting Customer Loyalty and Bottom Line Results

Boosting Customer Loyalty and Bottom Line Results Boosting Customer Loyalty and Bottom Line Results Putting Customer Experience First in Your Contact Center TABLE OF CONTENTS Meeting Today s Customer Expectations...1 Customer Service is an Ongoing Experience...2

More information

Table of Contents. Introduction... 3 Post-Call Analytics vs. Real-Time Monitoring... 3. How Real-Time Monitoring Works... 4

Table of Contents. Introduction... 3 Post-Call Analytics vs. Real-Time Monitoring... 3. How Real-Time Monitoring Works... 4 Table of Contents Introduction... 3 Post-Call Analytics vs. Real-Time Monitoring... 3 How Real-Time Monitoring Works... 4 Putting Real-Time Monitoring Into Action... 5 The Impact of Real-Time Monitoring...

More information

Experience Trumps All. Leveraging the Top Trends in Customer Service

Experience Trumps All. Leveraging the Top Trends in Customer Service Experience Trumps All Leveraging the Top Trends in Customer Service Table of Contents 03 The Changing Landscape of Omnichannel Service 05 Trend 1 The Social Media Explosion 07 Trend 2 Device Hopping 09

More information

Creating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved.

Creating Great Service Experiences How Modern Customer Service Works. Copyright 2014 Oracle Corporation. All Rights Reserved. Creating Great Service Experiences How Modern Customer Service Works Copyright 2014 Oracle Corporation. All Rights Reserved. Delivering Modern Customer Service The world of business is changing fast. Technology

More information

Impacts to Brand Perception of a Human-like Self-service Experience

Impacts to Brand Perception of a Human-like Self-service Experience Customer Service Solutions white paper 1 Impacts to Brand Perception of a Human-like Self-service Experience Review of qualitative consumer research on Web virtual assistants. Customer Service Solutions

More information

Delivering successful Interactive Voice Response (IVR)

Delivering successful Interactive Voice Response (IVR) Delivering successful Interactive Voice Response (IVR) Your customer s telephone journey starts as they dial. INTRODUCTION If you ve been focusing primarily on multichannel, you may have missed refreshing

More information

Driving Consumer Engagement With Automated Telephone Customer Service

Driving Consumer Engagement With Automated Telephone Customer Service October 29, 2009 Driving Consumer Engagement With Automated Telephone Customer Service A commissioned study conducted by Forrester Consulting on behalf of Nuance Communications, Inc. TABLE OF CONTENTS

More information

Small Businesses Need Contact Centers to Deliver Great Service

Small Businesses Need Contact Centers to Deliver Great Service Small Businesses Need Contact Centers to Deliver Great Service March 2014 Sponsored by: - 1 - DMG Consulting LLC Table of Contents Cloud-Based Contact Center Solutions are Ideal for Small Businesses...

More information

White paper. 8 plays. To deliver an integrated customer service experience. On Break Free. 25 2 min Busy. Average Handle Time

White paper. 8 plays. To deliver an integrated customer service experience. On Break Free. 25 2 min Busy. Average Handle Time White paper 8 plays To deliver an integrated customer service experience On Break Free 25 2 min Busy Average Handle Time % Today, multi-channel usage is a way of life, but the trend seems to have bypassed

More information

The Ultimate Guide to Virtual Receptionists A Low-Cost Way to Help Nurture Sales Leads and Provide Killer Customer Service

The Ultimate Guide to Virtual Receptionists A Low-Cost Way to Help Nurture Sales Leads and Provide Killer Customer Service A Low-Cost Way to Help Nurture Sales Leads and Provide Killer Customer Service Answer 1 LLC 602-234-0111 or 800-408-3408 www.answer1.com 1 Customer contact is one of the most important features of a successful

More information

An IVR that your customers will love, not loathe.

An IVR that your customers will love, not loathe. An IVR that your customers will love, not loathe. Four ways to create an IVR experience that meets your customers self-service expectations. 1 Table of contents 1 Why changing consumer expectations leave

More information

SAP Digital CRM. Getting Started Guide. All-in-one customer engagement built for teams. Run Simple

SAP Digital CRM. Getting Started Guide. All-in-one customer engagement built for teams. Run Simple SAP Digital CRM Getting Started Guide All-in-one customer engagement built for teams Run Simple 3 Powerful Tools at Your Fingertips 4 Get Started Now Log on Choose your features Explore your home page

More information

GoldMine Datasheet Title. Subtitle: Reinvent your Sales, Marketing and Support Proceses. Automating Service & Support with Voice Self-Service

GoldMine Datasheet Title. Subtitle: Reinvent your Sales, Marketing and Support Proceses. Automating Service & Support with Voice Self-Service GoldMine Datasheet Title Subtitle: Reinvent your Sales, Marketing and Support Proceses Automating Service & Support with Voice Self-Service Automating Service & Support with Voice Self-Service The Changing

More information

customer care solutions

customer care solutions customer care solutions from Nuance white paper :: The ROI of Hosted IVR Why Organizations are Investing in Customers, Not Equipment NUANCE :: customer care solutions Hosted speech IVR is rapidly overtaking

More information

5 Steps to Building a Customer Experience Driven Contact Center ebook

5 Steps to Building a Customer Experience Driven Contact Center ebook 5 Steps to Building a Customer Experience Driven Contact Center ebook WE VE ENTERED THE AGE OF THE CUSTOMER Empowered buyers demand a new level of customer obsession Technology has evolved through a set

More information

MAXIMIZING ROI FOR YOUR FIELD SERVICE MOBILITY SOLUTION

MAXIMIZING ROI FOR YOUR FIELD SERVICE MOBILITY SOLUTION MAXIMIZING ROI FOR YOUR FIELD SERVICE MOBILITY SOLUTION A mobile field service solution can help you turn your field service operation from a cost center into a profit center. Field service isn t just

More information

Visual IVR A Win-Win Solution for the Company and the Customer

Visual IVR A Win-Win Solution for the Company and the Customer Visual IVR A Win-Win Solution for the Company and the Customer Customer Service. Simplified. Visual IVR A Win-Win Solution for the Company and the Customer The current IVR frustration You have invested

More information

Interactive product brochure :: Nina TM Mobile: The Virtual Assistant for Mobile Customer Service Apps

Interactive product brochure :: Nina TM Mobile: The Virtual Assistant for Mobile Customer Service Apps TM Interactive product brochure :: Nina TM Mobile: The Virtual Assistant for Mobile Customer Service Apps This PDF contains embedded interactive features. Make sure to download and save the file to your

More information

NEC Contact Centres (Genesys)

NEC Contact Centres (Genesys) Customisable and scalable solutions with enhanced functionality NEC Contact Centres (Genesys) On-premise or Cloud Solutions NEC Australia nec.com.au NEC supports more than 10,000 Genesys-based agent seats

More information

Understanding the Future of Customer Experience.

Understanding the Future of Customer Experience. Whitepaper + + Avtex + + September 2014 Understanding the Future of Customer Experience. Copyright 2014 Avtex Solutions. All rights reserved. Brand and product names referred to in this document are the

More information

FOR A MORE PERSONAL TOUCH

FOR A MORE PERSONAL TOUCH FOR A MORE PERSONAL TOUCH 4 ways automating your telecom storefront drives customer happiness and sales An NCR White Paper You know the feeling. When long lines and busy employees make you want to walk

More information

Nuance Destination Solutions. Save. Grow. Earn. Customer Interaction over the Voice Channel. Self-Service the Right Way

Nuance Destination Solutions. Save. Grow. Earn. Customer Interaction over the Voice Channel. Self-Service the Right Way Nuance Destination Solutions Save. Grow. Earn. Customer Interaction over the Voice Channel Self-Service the Right Way SAVE Nuance is changing the way companies communicate with their customers over the

More information

Customer Service Experiences

Customer Service Experiences Customer Service Experiences Survey Customer Service. Simplified. Customer Service Impact Jacada s purpose as a veteran leader in the customer service industry for the last 20 years has been to innovate

More information

Smarter Service: The Contact Center of the Future

Smarter Service: The Contact Center of the Future Smarter Service: The Contact Center of the Future Contents 2 The Contact Center of the Future 4 Out with the Old 6 In with the New 8 The Lowest TCO with Cloud-Based Contact Center Solutions 10 Oracle RightNow

More information

WAYS. 5 Ways to Scale Your Twitter Support

WAYS. 5 Ways to Scale Your Twitter Support WAYS INTRODUCTION More customers are turning to social networks like Twitter for everything from product recommendations to technical support to locating the best deals. Just as many customers are using

More information

For Business Process & Applications Professionals

For Business Process & Applications Professionals Proactive Outbound Notification Saves Money And Provides A New Level Of Personalized Services To Customers by Elizabeth Herrell with Robert Whiteley and Margaret Ryan Executive Summary Proactive customer

More information

customer care solutions

customer care solutions customer care solutions from Nuance an executive briefing paper :: Nuance Solutions for Telecommunications Carriers Making the Complex Simple carrier challenges Telecommunications services providers all

More information

How to make effective Outbound Contact Center. Taweewut Waicharoen April 9,09

How to make effective Outbound Contact Center. Taweewut Waicharoen April 9,09 How to make effective Outbound Contact Center Taweewut Waicharoen April 9,09 Agenda Overview of Outbound Contact Center Telemarketing and Collection business practices Virtual Agents KPI in Contact Center

More information

CHAPTER 3. Technology for Customer Relationship

CHAPTER 3. Technology for Customer Relationship CHAPTER 3 Technology for Customer Relationship 1 INTRODUCTION Successful CRM implementation will allow your Customer Service, sales and marketing people and anyone else in your organization to have a holistic

More information

Getting the most from your IVR

Getting the most from your IVR White Paper Getting the most from your IVR A three-step best practices guide to ensuring the highest ROI from voice self-service systems in tough economic times APRIL 2009 1310 Villa Street Mountain View,

More information

On Your Mark, Get Set, Go! ebook

On Your Mark, Get Set, Go! ebook On Your Mark, Get Set, Go! ebook Order Management Best Practices for Sporting Goods Retailers Technology levels the playing field to allow small to medium-sized sporting goods retailers to compete with

More information

Engagements The Key to Understanding the Customer Journey: What to Measure and Why

Engagements The Key to Understanding the Customer Journey: What to Measure and Why The Key to Understanding the Customer Journey: What to Measure and Why Prem Uppaluru, President & Chief Executive Officer To date, contact-center technology has mainly focused on cost and operational efficiency:

More information

Citizen, Constituent, Customer Experience The way ahead

Citizen, Constituent, Customer Experience The way ahead Citizen, Constituent, Customer Experience The way ahead David Lopes 1 ! Don t care about your internal departments! Expect you to connect my journey! Expect you to remember them! Expect you to be aware

More information

The Role of CRM in Customer Service Management

The Role of CRM in Customer Service Management Application Development The Role of CRM in Customer Service Technology Integration Consulting Services When you think about CRM, do you think first (and often only) of one department in your company? For

More information

New Practices in Quality Management

New Practices in Quality Management New Practices in Quality Management Spend too little and perform poorly, and your contact centre becomes a business liability that consistently drives away Customers and creates market damage. Conversely,

More information

The Best of Both Worlds: Combining Communities with Self-Service

The Best of Both Worlds: Combining Communities with Self-Service work better together TM Whitepaper The Best of Both Worlds: Combining Communities with Self-Service Creating A Great Customer Experience While Lowering Overall Support Costs Companies are constantly challenged

More information

Right Message. Right Time.

Right Message. Right Time. Relationship Marketer Series Right Message. Right Time. The Secrets to Scaling Email Marketing Success EB-8209 TM Automated Individualization Study after study confirms that email remains one of the most

More information

An Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking

An Oracle White Paper October 2010. Siebel Financial Services Customer Relationship Management for Banking An Oracle White Paper October 2010 Siebel Financial Services Customer Relationship Management for Banking Executive Overview Banks are in constant interaction with customers. A winning and proven strategy

More information

The digital customer experience

The digital customer experience 2014 Survey The digital customer experience Learn what consumers think and what companies still need to improve. Table of Contents Introduction....3 The digital customer experience overall....4 What the

More information

IMPROVING CUSTOMER SUPPORT THROUGH UNIFIED OMNICHANNEL CUSTOMER SELF-SERVICE

IMPROVING CUSTOMER SUPPORT THROUGH UNIFIED OMNICHANNEL CUSTOMER SELF-SERVICE IMPROVING CUSTOMER SUPPORT THROUGH UNIFIED OMNICHANNEL CUSTOMER WHAT IS UNIFIED OMNICHANNEL CUSTOMER? OUR STORY As veterans of the software and customer service industries, we shared the same pains as

More information

Seven Steps for Delivering Next-Generation Digital Customer Service. ebook

Seven Steps for Delivering Next-Generation Digital Customer Service. ebook Seven Steps for Delivering Next-Generation Digital Customer Service ebook THE DIGITAL IMPERATIVE Websites and mobile apps are two significant sources of revenue and brand visibility for businesses today.

More information

Connecting with the. Next Gen Customer. Top 5 Trends Smart Companies are Addressing to Evolve Their Contact Centers into Engagement Centers

Connecting with the. Next Gen Customer. Top 5 Trends Smart Companies are Addressing to Evolve Their Contact Centers into Engagement Centers Connecting with the Next Gen Customer Top 5 Trends Smart Companies are Addressing to Evolve Their Contact Centers into Engagement Centers TABLE OF CONTENTS Contact Centers Have Evolved 3 Customer Experience

More information

Infor Industrial Manufacturing for fabricated metal manufacturers

Infor Industrial Manufacturing for fabricated metal manufacturers Industrial Manufacturing Infor Industrial Manufacturing for fabricated metal manufacturers Increase efficiency Metal fabricators are constantly trying to find ways to drive costs out of production in order

More information

TOP TIPS TO MAKE EMAIL, CHAT AND MOBILE CUSTOMER SERVICE COST-EFFECTIVE AND RESPONSIVE

TOP TIPS TO MAKE EMAIL, CHAT AND MOBILE CUSTOMER SERVICE COST-EFFECTIVE AND RESPONSIVE TOP TIPS TO MAKE EMAIL, CHAT AND MOBILE CUSTOMER SERVICE COST-EFFECTIVE AND RESPONSIVE PROVIDED BY IN ASSOCIATION WITH mplsystems mplsystems provide a wide range of contact centre technologies including

More information

customer care solutions

customer care solutions customer care solutions from Nuance case study :: GE Money GE Money Partners with Nuance to Align Business and Customer Intent through Contact Centre Innovation Customer Self Service and Intelligent Call

More information

Using Analytics to Improve Your Interactions with Customers

Using Analytics to Improve Your Interactions with Customers Consulting Using Analytics to Improve Your Interactions with Customers By Mike McGuirk, Consulting Services Using Analytics to Improve Your Interactions with Customers The use of customer analytics across

More information

Messaging Services. An immediate and engaging way to talk to customers and employees

Messaging Services. An immediate and engaging way to talk to customers and employees Messaging Services An immediate and engaging way to talk to customers and employees Messaging Services from O 2 can help you communicate with your customers and employees quickly and efficiently, using

More information

THE FUTURE OF TECH SUPPORT

THE FUTURE OF TECH SUPPORT THE FUTURE OF TECH SUPPORT 2017 INTRODUCTION/ EXECUTIVE SUMMARY Based on consumer interactions with technology products and tech support functions, the world of tech support is at an inflection point.

More information

A Survival Guide for the Post-PC World

A Survival Guide for the Post-PC World A Survival Guide for the Post-PC World Responding to Rapid Adoption of New Form Factors and User Applications Executive Summary PCs have entered a state of commoditization, with thin margins and aggressive

More information

DIALOGTECH. The 49% ROI Mistake Marketers Don t Know They re Making WHY CALL ATTRIBUTION IS SO CRITICAL TO MOBILE MARKETING

DIALOGTECH. The 49% ROI Mistake Marketers Don t Know They re Making WHY CALL ATTRIBUTION IS SO CRITICAL TO MOBILE MARKETING DIALOGTECH The 49% ROI Mistake Marketers Don t Know They re Making WHY CALL ATTRIBUTION IS SO CRITICAL TO MOBILE MARKETING DIALOGTECH INSIGHTS RESEARCH REPORT The 49% ROI Mistake Marketers Don t Know They

More information

The Connected Stadium

The Connected Stadium The Connected Stadium 20 Ways to Increase Revenues with Web and Mobile Technologies Web and mobile technologies are changing the way people live. How people communicate, work, and spend their leisure time

More information

Are you ready to improve patient satisfaction and increase revenue?

Are you ready to improve patient satisfaction and increase revenue? Are you ready to improve patient satisfaction and increase revenue? NCR U.S. Consumer Research reveals that patients want self-service to manage healthcare interactions. An NCR White Paper 2009 Experience

More information

Module. Aperio TM Call Center For Signature A Component of Aperio Operational CRM Platform

Module. Aperio TM Call Center For Signature A Component of Aperio Operational CRM Platform Module Aperio TM Call Center For Signature A Component of Aperio Operational CRM Platform Delight your customers by providing them with highly effective and consistent call center experiences. Your customers

More information

Driving Customer Experience Excellence

Driving Customer Experience Excellence Driving Customer Experience Excellence with Your Contact Center Bucher + Suter AG www.bucher-suter.com info@bucher-suter.com Bucher + Suter AG www.bucher-suter.com info@bucher-suter.com 55 It s increasingly

More information

August 2013 Rising to the Omni-Channel Challenge

August 2013 Rising to the Omni-Channel Challenge August 2013 Rising to the Omni-Channel Challenge and Opportunities to Engage Today s Ultra-Connected Customers Rising to the Omni-Channel Challenge and Opportunities to Engage Today s Ultra-Connected Customers

More information