Overseas Risk Assessment - Customer Service Solutions

Transcription

1 Your customers are calling for Omnichannel service: Are you listening? Dennis DuPay Solution Consulting Director, Aspect CCNG- July 17, Aspect Software, Inc. All rights reserved rev: Mar 2013

2 The Relationship Revolution 80 s and 90 s 2000 s Today Phone Web self-service Social Knowledge 800# Chat 2

3 THE SHIFT TO OMNI-CHANNEL COMMUNICATIONS customers expect to engage, inquire, and request service whenever, wherever, and via whatever channel suits them.

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5 The New Voice of the Customer The unpredictability of changing customer service channels and growing frustration with the continuity of service has many customers losing at 5

6 The Omni-Channel Challenge Customers are playing and losing at the Omni-channel challenge Survey conducted using the omnibus online services of TNS from October 9 to Oct 13, 2013 among national sample of 2,500 American 18 and older, of which 2,201 have contact customer service. 6

7 The Omni-Channel Challenge Customers are playing and losing at the Omni-channel challenge Survey conducted using the omnibus online services of TNS from October 9 to Oct 13, 2013 among national sample of 2,500 American 18 and older, of which 2,201 have contact customer service. 7

8 Win the Omni-Channel Challenge Businesses that adopt an Omni-channel strategy achieve... 89% greater yearover-year customer retention rates 8.5% avg. year-overyear improvement in first contact resolution rates 9.5% average year-over-year improvement in annual revenue According to Aberdeen Group s October 2013 research report, Omni-Channel Customer Care : Empowered Customers Demand A Seamless Experience 7.5% avg. year-over-year decrease in avg. cost per customer contact 8

9 Omni-channel Customer Experiences Customer Expectations KNOW ME: Personalized Interactions SHOW ME YOU KNOW ME: Targeted/Timely Notifications and Previous Interaction History ENABLE ME: All Channels, All the Time, All Devices VALUE ME: Recognize and Listen to Your Customers Accenture: The New Omni-Channel Approach to Serving Customers

10 Trupanion Customer Success Story

11 Company Background Founded in 1999 Pet insurance provider offering cat and dog insurance in the United States, Canada and Puerto Rico Trupanion is a founding member of the North American Pet Health Insurance Association (NAPHIA) In 2010, The Seattle Times named Trupanion Seattle s Most Pet-Friendly Company Offer employees the option of insuring their dog or cat with a $0 deductible 11

12 Rapid year-over-year growth Challenges Technology silos Little intelligence across systems Inefficiencies with staffing Disconnected reporting 12

13 Their Pledge: We Do Happy. 13

14 Results 30 second reduction in average wait time Omni-channel customer service across all channels and painlessly blending inbound and outbound Immediate improvement in SLA Successful forecasting of workforce staffing needs 14

15 Pick Your Own Agent Trupanion is developing the ability for their customers to select specific customer service agents Web-based solution offers agent profile, and product/pet expertise Will show agent availability through presence Entire solution is delivering increased sales rate conversions, better service levels and increased outbound volume 15

16 Unleashing Remarkable Customer Experiences 16

17 Conversations to get started Agree to deliver remarkable customer experiences Think cross channel, omni-channel Design your customer experience architecture Done right - You and your customers can WIN at the Omni- Channel Challenge 17

18 Aspect: Seamlessly align people, processes and touch points to deliver remarkable omni-channel customer experiences