Enabling Chat -- Key Success Factors in Chat Implementation

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1 Enabling Chat -- Key Success Factors in Chat Implementation 0

2 WHY SWITCH TO CHAT SUPPORT? Benefits of Chat Support Additional method of support for customers Concurrent sessions improve productivity Reduced agent workload Canned Messaging Integration to self-help and portals Some advanced tools even offer Scripting Collaboration Real Customer Results 20-30% increase in staff productivity 35-45% improvement in first call resolution 25-50% reduction in incident handle time 10% improvement in customer satisfaction 1

3 Cost Per Contact Have you considered the impact chat can have on cost per contact? Source: HDI 2013 Practices & Salary Report 2

4 So What s the Issue? Benefits of Chat are often not realized Slow or failed implementation Challenges of implementation Technical challenges Organizational challenges A Proposed Solution Learn from the industry s success stories Build upon best practices Follow a proven approach 3

5 BEST PRACTICES CHAT SUPPORT #1Develop Implementation Plan How to Start Identify the key areas of a successful project Understand your goals for Chat Support Set targets and milestones for your new channel of support 1. Plan Development 2. Opportunity Assessment 3. Session Initiation & Routing 4. Workforce Management 5. Hiring & Training 6. Reporting & Analytics 7. CSAT & Quality 8. Communication & Adoption 4

6 BEST PRACTICES IN CHAT SUPPORT #2 Identify Opportunity Drive Demand Determine ideal chat volume A detailed call driver analysis will provide a good list of chat candidates Determine requirements for: Staffing Hiring & Training Communication Planning Set milestones and checkpoints to view progress and evaluate your strategy 5

7 BEST PRACTICES IN CHAT SUPPORT #3 Session Initiation & Routing Getting to the Right Agent Provide customers fast ways to access support Company website or support portal Self-help center Imbedded within a software application From their desktop Route customers intelligently Skill Based Routing: Identify agents skill sets Use a Skills Matrix to design routing Route issue type to proper agent 6

8 BEST PRACTICES IN CHAT SUPPORT #4 Workforce Management Manage Inputs Interrelated Components of Workforce Management Forecasting: Analysis of past data, adjusted for anticipated conditions, to determine future demand requirements Capacity Planning: Estimated staff requirements, both long term and short term, to handle the forecasted direct labor needs Scheduling: Planned roster of staff by interval to meet the estimated direct labor needs Real-Time Management: Actions and decisions to optimize short term performance 7

9 BEST PRACTICES IN CHAT SUPPORT WFM for Chat is more complex than WFM for Phone Channel Consider the following: Start with phone based WFM process Adjust for concurrent sessions, how many per agent? Adjust for collaboration Example of advanced inputs for Chat WFM Duration (AHT) Complexity of Issues Level of Engagement Workflow Responsibility Level of Focus Customer Type (consumers vs systems admins) Customer Expectations (ASA and ART targets, Abandonment Rate, Time to resolution, CSAT) Customer Response Time (ART, % idle time) 8

10 BEST PRACTICES IN CHAT SUPPORT #5 Key Applicant Attributes Experience Ability to Learn Education Keyboarding Skills Multi-tasking Communication Skills Develop a Hiring Profile Hiring & Training Different Skills & Profile 9

11 Chat Agents vs. Voice Agents Universal Agents Voice Chat Cross-training some agents for both voice and chat can improve efficiencies Agents should be on either chat or voice, not trying to do both at the same time The skill sets, however, are different Good voice agents don t necessarily make good chat agents 10

12 BEST PRACTICES IN CHAT SUPPORT Develop Agent Skills Through Training Average Response Time Setting Expectations Accuracy of Responses Direct Responses/Answer Customer Questions Conversational Flow Patience Train to Impact Customer Experience Brevity and staying on point Grammar, spelling and sentence structure Chat Etiquette Voice and tone Terminology Personalization 11

13 BEST PRACTICES IN CHAT SUPPORT #6 Reporting & Analytics Getting Actionable Insights Determine the Key Performance Indicators Input Metrics Output Metrics Set Targets Create a Performance Dashboard Implement Management by Metrics Methodology Evaluate Performance Decisions & Actions 12

14 The Most Common KPI s for Chat Cost Productivity Service Level Cost per Inbound Contact Inbound Contacts per Average Speed of Answer Cost per Minute of Inbound Technician per Month (ASA) (minutes) Handle Time Technician Utilization Call Abandonment Rate Quality Technician Contact Handling Call Quality First Contact Resolution Rate Customer Satisfaction Technician Occupancy Technician Tenure (months) Technician Job Satisfaction Inbound Handle Time (minutes) User Self-Service Completion Rate 13 13

15 BEST PRACTICES IN CHAT SUPPORT #7 CSAT & Quality Improving the Customer Experience Important CSAT Measures Satisfaction (CSAT) Dissatisfaction (DSAT) Customer Effort Understand the Key Drivers to Satisfaction Quantitative Survey to determine attributes for good customer experience Develop Quality Monitoring Program Monitor transactions to identify critical customer AND business critical issues Implement csat Survey Ongoing measure of customer satisfaction and dissatisfaction Measure Results Improve Processes and Agent Activities 14

16 BEST PRACTICES IN CHAT SUPPORT Develop a Quality Program Measure the business needs Measure customer experience Determine statistically relevant sample size Calibrate the team Provide feedback to the agents Critical Business Affecting Critical Customer Affecting Critical Translate Key Drivers for Positive Customer Experience Non- Critical Annoyances (e.g., misspellings) Often referred to as soft skills 15

17 BEST PRACTICES IN CHAT SUPPORT #8 Communication Plan Drive Adoption Identify Customer Touch Points IVR Invoice Text Message Deliver a Compelling Message Faster Service Easier to Initiate Contact Ability to Multi-Task Faster Resolution Encourage Usage Offer rebates for trying chat Proactively ask to chat 16

18 What to Expect Factoid: Demographics Matter! Younger customers are more inclined to try chat Adoption rates are also higher with younger demographics Millenials have the highest chat adoption rates 90% 80% Trial and Adoption Rates 70% 60% 50% 40% 30% 20% Trial Rate Adoption Rate Data Provided by MetricNet, LLC 10% 0% Age Range of Callers 17 17

19 BOMGAR AT A GLANCE 2 nd Generation Remote Support - Supports Internal & External Networks - Supports Mobile, Servers, Desktops 7,500+ customers in 65+ countries Net Promoter Score = 65 - Apple = 78 - ebay = 65 - Facebook = 65 - Google = 63 Bomgar Named to Deloitte s Technology Fast 500 List of Fastest Growing Companies for Sixth Consecutive Year. Securely support remote Windows, Mac, Linux & Mobile Devices Trusted by 7,500+ customers around the world: 18

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