INSIDE THE MIND OF YOUR CUSTOMERS:

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1 INSIDE THE MIND OF YOUR CUSTOMERS: NEW CONSUMER SURVEY RESULTS ON HOW CUSTOMERS WANT TO INTERACT WITH COMPANIES IntelliResponse recently conducted a Google consumer survey where we asked 1000 consumers to share what y really think about y received from businesses y deal. Some of results may sound surprising, but all of m validate emergence of a customer-led shift toward self- in digital channels. In this report we take on a tour through survey results of 7 questions. We re sharing unfiltered questions and answers straight from survey, so can see for rself exactly how customers expect ir relationship r company to unfold. 1 What kind of relationship do WANT companies? 59% want EFFICIENT TRANSACTIONAL 24.2% want PERSONALIZED 3.2% actually LOOK FORWARD to interacting 11% want to BUY AND SAY GOODBYE Companies waxing poetic? There s a lot of romantic talk in organizations and among industry pundits on importance of personalized. But se results indicate this kind of talk might just be waxing poetic customers don t see it as all that important.

2 2 Companies are interacting consumers online more than ever. Due to this trend, which of following activities do think businesses have improved most at? 29% Selling 34% Marketing 10% Designing Products $ YIKES! Call m cynics or call m skeptics fact is, most customers aren t seeing how explosion in customer data sophistication has translated into better SERVICE. Mostly y think companies are just getting better at selling and marketing stuff. 24% Helping Customers OPPORTUNITY ALERT! Companies that DO begin to offer noticeably better can t help but stand out. 3 Where is FIRST place go when looking for information regarding a product or? 10 % Social media 67% COMPANY WEBSITE 10 % Store or branch 4 % Mobile app 6 % Phone The Digital Revolution is Here. 2 out of 3 customers go straight to r website when y need answers. Organizations that fail to make it easy for customers to get answers y need in digital channel are simply inviting escalation calls or, worse, driving customers to seek answers from competitor websites.

3 4 Where is FIRST place go when looking for answers to a customer question? 58% Company website 25% Phone 7% Store or branch 6% Social media 3% Mobile app 1% Or?? That s gold, Jerry! Sage advice from Seinfeld. In his standup comedy tour, Jerry Seinfeld gives this advice to single men who might be looking to settle down: You know what guys better have if really want to get married?... YOU BETTER HAVE ANSWERS!! Seinfeld says secret to his marriage is to ALWAYS have answers on hand, to respond to never-ending litany of questions he s sure to get from his wife. Questions ranging from mundane to outrageous. Having answers at--ready is key to a solid relationship, he argues. Who knew Seinfeld s advice would be just as appropriate for companies today? You want to please majority of customers who bring ir customer questions online? YOU BETTER HAVE ANSWERS! 5 Which industry provides best online customer experience? 68% Retail 17% Telecoms 13% Utilities 2.3% Or

4 6 I should be able to get same answers from a company s website that I can get from speaking to one of ir call center workers. DON T CONFUSE THE CUSTOMER. A large part of customer satisfaction is about CONSISTENCY of answers. A sure way to cause confusion and more trouble for r customer is to give m conflicting answers to same question in different channels. 74% of customers agreed 7 If I had a customer question, I would rar use a mobile app or web browser on my smart phone than call a contact center for an answer. 60% of customers aged agreed The consumer survey data presented above certainly paints picture of a modern customer who wants fast, effective digital interactions to fit into ir mobile, ultra-connected lifestyle. But are organizations listening? It seems y are. Not only that, y have very clear expectations about what digital self can do for m. On next page we share results of our own poll of 100 organizations so can see why r customer experience peers are prioritizing a digital self- deployment at ir own organization.

5 ? Key Takeaways for High-Growth Companies Key Takeaways for High-Growth Companies Key 5 REASONS Takeaways WHY What VIRTUAL for Are AGENTS High-Growth Your ARE Peers PERFECT Saying Companies FOR HIGH-GROWTH About Digital COMPANIES Self-Service? 5 Key REASONS Takeaways WHY VIRTUAL for AGENTS High-Growth ARE PERFECT FOR Companies HIGH-GROWTH COMPANIES 5 Getting REASONS 5 REASONS Virtual Agents WHY Perspective VIRTUAL WHY VIRTUAL are AGENTS future on AGENTS of ARE ARE Opportunity customer PERFECT PERFECT. FOR HIGH-GROWTH Cost FOR HIGH-GROWTH : COMPANIES COMPANIES Virtual Agents are future of. Virtual Agents In are a recent future poll, IntelliResponse of customer. asked 100 organizations about ir primary Virtual Agents are future of customer. 1 UNDERSTANDING Gartner predicts that REVENUE by 2020, LEAKAGE customer FROM will FAILED manage WEBSITE 85% of VISITS relationship an enterprise out Gartner interacting predicts that a human. by 2020, So it s not customer a question will manage of IF virtual 85% agents of will relationship take lead role an enterprise in r customer out Gartner predicts goals that by Gartner predicts that for 2020, by 2020, online customer self-. will manage customer will manage The results 85% of 85% of are relationship summarized an relationship here enterprise an enterprise and are out In interacting operation, chart below, it s more a human. we so show a So question it s how not of a question WHEN use a r metric of company IF virtual measure will agents deploy all will take time solution (r lead and, monthly role how in r call many volume) customer out very to telling may 1 follow interacting operation, lose along interacting trail it s more about a way back human. so to a human. to competitors a uncovering question So So value it s not of who it s not organizations lost a WHEN question a question revenue do so r before of of opportunities company IF virtual IF expect. will agents deploy virtual agents to that receive will originate take solution will take from on lead r and, lead deploying role website. how in r many role r The a customer virtual agent may calculations operation, lose along it s operation, here more way it s (multiple more use to so widely-accepted competitors a question so a question responses who of WHEN of industry do WHEN were so r before r averages company allowed.). company based will deploy will on deploy leading solution customer and, solution and, experience how many how many research. customer may lose Not along having way a solu*on to competitors in place who yet do so may before in fact. be an advantage. For moment. customer may Not lose having along a way solu*on to competitors in place who yet do may so before in fact. be an advantage. For moment. Not having a solu*on place yet may in fact be an advantage. For moment. Not having a solu*on in place yet may in fact be an advantage. For moment. 2 One advantage of building out r customer strategy as a high-growth company is that re not bogged CALCULATING One down advantage by legacy DISSATISFIED of investments building out in r WEB contact customer CUSTOMERS centers, staff USING strategy and processes. MONTHLY as a high-growth You CALL may have VOLUME company a window is that to re get a Virtual not bogged Agent One down solution advantage by legacy deployed of investments building before 61% key out in competitors, contact r customer centers, 55% especially staff and strategy if r processes. main as 49% a competitors high-growth You may have are company a large-scale window 31% is that to enterprises get re a Virtual not who bogged 16% Agent have 2 One advantage of building out r customer strategy as a high-growth company is that re not bogged Total down solution been by down Calls slow deployed legacy to react investments before to by legacy investments 100,000 key changing competitors, contact behaviors centers, especially of staff today s if and r processes. consumer. main competitors But You don t may have are wait. large-scale a Even window to largest enterprises get a of Virtual companies, who Agent have in solution deployed before key competitors, in contact centers, especially staff if and r processes. main competitors You may are have large-scale a window enterprises to get a Virtual who Agent been oldest slow to of react industries, to changing are adding behaviors Virtual Agents of today s at consumer. center of But ir don t interaction wait. Even channels. largest of companies, have in Unresolved been solution oldest slow deployed to of react industries, to before 57% are changing key adding competitors, behaviors Virtual 57% Agents especially of of today s inbound at if r consumer. center calls main come of competitors ir But from don t interaction customers wait. are Even large-scale channels. who tried largest enterprises to resolve of companies, ir who have in Virtual been oldest slow Agents of to industries, react Deflect offer to are calls many changing adding benefits Virtual behaviors Lower issues Agents over of level online, today s at live but agents. center consumer. couldn t. Make of ir Such But live interaction don t wait. channels. Even Increase largest of companies, Reduce is pervasiveness of online self pace. over You inefficiencies agents in Failed oldest at Site of industries, are adding Virtual Agents at center of ir interaction channels. Virtual You ve probably and Agents been s 57,000 offer hiring from many at a benefits dizzying of customer live can agents. take a today. more CSAT website brear (Matt now. Dixon, With Corporate a Virtual Agent Executive handling Board) Virtual Agents offer many benefits over live agents. You ve Virtual probably Agents been offer hiring many at a dizzying benefits pace. over You live can agents. take a brear 3 lowcomplexity probably questions You ve been contact hiring online, center at a dizzying can effort operate pace. required effective abandonment You a can skeleton take a staff brear contact now. center, With a Virtual fewer Agent reps handling that handle low-onlcomplexity higher-value questions or complex online, customer can interactions. operate Most companies This a skeleton is don t future staff look of contact any now. furr contact center, With to center. a see Virtual fewer what What s Agent reps this more, really that handling VIRTUAL handle means. low- only Agents 3 complexity You ve probably questions WHAT been online, DO hiring THE at a RESULTS can dizzying operate pace. MEAN? You a skeleton can take staff a brear contact now. center, With a Virtual fewer reps Agent that handling handle lowcomplexity questions or online, can operate a skeleton staff contact center, fewer reps that handle only higher-value work 24 x7, or never complex get sick, customer and never interactions. leave These ir This 57,000 desk is calls future go only to lunch, of represent let contact alone center. population to go away What s of on more, web vacation. visitors VIRTUAL who only Agents higher-value work 24 x7, never Deflecting complex get sick, customer and calls never interactions. and leave s couldn t ir This desk find from is to go answer future to contact lunch, of y let wanted contact center alone AND to center. go emerged escalated away What s on to vacation. more, as higher VIRTUAL top cost priority, Agents work A higher-value Virtual 24 x7, never Agent or complex customer interactions. This is future of contact center. What s more, VIRTUAL Agents work 24 x7, never get will get lowering sick, help and never sick, and never mone*ze leave channels. level ir leave ir of desk customer However, go to according desk to go to effort lunch, let lunch, not traffic. to alone Forrester let alone far to behind. go Research, away to go away These on vacation. this escalation on vacation. top two goals A The Virtual link between Agent align positive will help customer survey mone*ze action results experience is customer taken we discovered and by only a customer s 75% of traffic. r from propensity site visitors. Google consumer survey, A The Virtual link between Agent positive will help customer mone*ze experience customer and a customer s traffic. propensity to buy is clear. Virtual Agents let A Virtual Agent meaning will help customer mone*ze experience customer leaders have seen traffic. shift in consumer preferences 4 buy is clear. Virtual Agents let capitalize on immediate goodwill earned in delivery of right answer. Our clients have run ir own A/ Most The B companies, tests capitalize link between that conversion unaware positive immediate rates customer of improve goodwill when In earned experience or provide words, in and delivery if relevant 57,000 a customer s of offers represents right propensity that answer. match 75% to of Our buy intent clients is total clear. of have number a Virtual customers run of ir Agents original own let A/ 4 The capitalize link between and positive recognize immediate customer goodwill digital self- earned experience delivery and as an a customer s effective of right propensity way answer. to Our accommodate to buy clients is clear. have Virtual run se ir Agents own let statistics, B question. tests that don t The conversion follow best Virtual rates trail Agents improve have when this disgruntled intent-recognition provide web relevant visitors, matching offers n that intelligence match TOTAL population built intent in. 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The best Virtual Agents have this intent-recognition Calls Not matching Deflected intelligence built 16,425 Virtual Agents in. RELEVANT offers open door to conversions. of digital Give You self- Voice of technology Customer like Insight virtual Like agents. None The Or. takeaway for customer Virtual There is Agents no easier, experience Give faster, You or leaders? more Voice cost-effective of 75% The Customer time way escalate for Improvement begin action Insight to higher building is Like cost in right r None channels FCR now. understanding Or. = 10% 57,000 Gartner of predicts customer that than by a There is no Agents easier, Give You Voice of Customer Insight Like None Or. Virtual Agents 2020, faster, Give or You customer more cost-effective Voice of will manage way begin Customer 85% building Insight of r Like relationship understanding None Or. of an enterprise customer than out a 5 Virtual Agent. It s like employing a 24x7 market 17% research defect Number to agent competitors of Calls = capacity Avoided 12,920 to talk 1,643 to millions of customers every There Virtual year and is Agent. no report easier, It s back like faster, employing to or more on a every cost-effective 24x7 interaction market 11% research way abandon out to begin agent leaving altoger building out a r = single capacity 8,360 understanding word to talk from to a of millions single customer conversation. of customers than every a 5 Virtual There Agent. is no easier, It s interacting like faster, employing or more a 24x7 a cost-effective human. market research Companies way to begin agent building who fail r capacity to understanding embrace to talk to digital millions of self- customer of customers than will year and report back to on every interaction out leaving out a single word from a single conversation. every a year Virtual and Agent. report find It s back like mselves to employing on every a 24x7 in interaction market difficult research out position leaving agent out of playing a single capacity word catch to from talk up a to single millions competitors conversation. of customers who every Total year Calls and report are back deploying 100,000 to on virtual every interaction agents Customers out in ir Who leaving digital Left Your out channels a Website single word right for from a now, Competitor a single and conversation. already 12,920 seeing results. Customers Who Left Your Website Unsatisfied 8,360 Get a Free, No Obligation Assessment of Your Total Dissatisfied Customers Get a Website s Free, No Obligation Self-Service Assessment Performance! of Your Get a Free, No Obligation Assessment of Your Get Website s a Get Free, a No Free, Obligation Self-Service No Obligation Assessment Performance! Analysis of of Your Website s Self-Service Performance! Your Website s Website s Self-Service Performance! 21,280 Based on calculations in chart above, for every 100,000 calls in r call center, can assume re were 21,280 customers or prospects on r website that willingly tried to engage in customer r company, but could not. And majority of se consumers went immediately to a competitor. Simply multiply r total annual call volume by Compliments 21% to get an of idea IntelliResponse of how many and web Forrester visitors Research, left r Inc. website disappointed. What would be revenue upside Compliments of deploying of IntelliResponse a virtual agent and in r Forrester digital Research, channels Inc. to not only satisfy majority of se visitors instant Compliments accurate of IntelliResponse answers, but also and convert Forrester a portion Research, of Inc. m To learn more about taking online self- into online sales using highly relevant marketing Compliments of IntelliResponse and Forrester Research, Inc. To to learn next offers? more level about for taking r customers, online self- visit To to learn next more level about for r taking customers, online self- visit to To learn next more level about for r taking customers, online self- visit to next level for r customers, visit IntelliResponse Systems Inc. THE BUSINESS CASE FOR DIGITAL SELF SERVICE: TOP-LINE REVENUE 4

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