Customer Care of the Future

Transcription

1 Customer Care of the Future

2 Companies Introduction VisionMAX Custom application development and systems integration Software as a Service (SaaS) Multi-platform development (voice, web, TV, wireless) In business since 1998; ~100 employees Toronto CCF Customer care automation (call avoidance) Automated assistant (training, self-help) Customer care web services -2-

3 VisionMAX Clients TV -3-

4 Services Customer Care Automation Review current customer automation solutions Enhance using new creative automation tools Remove large portion of Level 1 customer calls Web, IVR, Mobile, Kiosk Self Service Special platform integration Services POS Technical Service Desk Level 1 and 2 service desk services, 24 hours 7 days a week (English, Spanish, French) Remote POS management service tools Complex software and peripheral support Remote POS installation services POS Retail Deployment Services Complete site evaluation and preparation Industry leading project management Pre-production staging services Field installations, moves, adds and changes (MAC) Global installation scheduling, 24 hours, 7 days a week Retail De-commissioning services Auto Assisted Training Services Multi-lingual automated video training platform, Flash & web based Automated training testing and certification Online management of employee training status. Automated video problem resolution platform, self help Automated help desk ticketing integration, self ticketing -4-

5 Call Centre Tools Key value-add services Interaction ticketing system Agent IVR call intercept Agent Web chat intercept Customer call-back service Automated Agent/Training modules Web-based self-service portals -5-

6 Interaction Ticketing System The call ticketing system allows agents to manage customer self serve interaction requests Customer interactions may be live or static Static interactions customer call-back request initiated from a website, IVR or Mobile Live chat interactions - agents perform selective live chats on websites Live interactions allow agents to intercept active IVR calls that are in problem situations. Agents analyze customer text2speech interactions helping to solve IVR flow issues without physical communications Simple tickets opened and assigned to other internal employees for PC help, billing requests, credit rebates, etc. -6-

7 Production Ticketing System for Digicel 24 hour support

8 Our production ticketing system will allow modifications to the ticket, but the history is managed and automatically captured in timestamp/user sequence. The agent can respond, escalate/reassign, add attachments, and provide notification to customer/other agents via . The system will prompt for specific information and autofill other information based on the dropdowns the agent selects.

9 Live IVR System Live IVR system allows agents to intercept problematic IVR interactions with touch screen technology These interactions enable agents to see previous IVR prompts and responses. Allows agents to hear problematic grammar voice clips Agents can manually correct problematic segments and put into other IVR flows Provides agent with real time text2speech live interaction with IVR customer. Includes scripted agent prompt wizard for quick re-occurring conversations via text2speech. Provides agent a view of current ordering transactions already selected in IVR*. * Requires full live e-commerce transaction details from customer s ordering system -9-

10 Live Chat System The Live Chat system allows agents to intercept our Automated Agent and Web interactions with touch screen technology. These interactions enable agents to see previous Automated Agent prompts and responses. Allows agents to perform live chat with customers in any web tagged section of your website Enables multi-client-chat interaction Includes scripted agent prompt wizard for quick re-occurring conversations via chat. Provides agent a view of current ordering transaction entries already selected on website*. * Requires full live e-commerce transaction details from customers ordering system -10-

11 Call Back System Call Back system allows users (via Web, IVR, Mobile or Automated Agent) the ability to request and queue a customer call-back with touch screen technology. Agents can view queued callback requests and select ownership. Each call-back request is a ticket and includes all the flow text details from the customer s interactions with the Web, IVR, Mobile or Automated Assistant systems. -11-

12 Automated Agent Services Automated Agent Services (AAS): web-based video module training/ self-help application for internal users and customers Can be used for both internal training services or customer-facing self-help and training. Allows customers or agents to perform question and answer interactions for self help. Users receive video clip, text and image based coaching for common resolutions. System can include sales and training videos for both customers and agents. Allows for tracking of completed training video. Includes test and quiz scoring upon completion of video modules. -12-

13 Training / self-help module System has full onboard training and tech support allowing manager to assign and monitor training. All training and support is provided with our interactive Automated Agent Services (AAS) video text, images and full screen video and backed by our 7x24 helpdesk. All training can be customized to client s branding and graphics requirements. Users can be asked to complete a quiz before exiting (see next slides). -13-

14 Training quiz (1) -14-

15 Training quiz (2) -15-

16 Training quiz (3) -16-

17 Training Certification Results After taking some of the certification modules, the trainee can see the results of all of their tests and what remains to become certified. The aggregation of all of these results (training status) reports can be provided to show the status of all trainees. -17-

18 Dashboard / Reports -18-

19 Self-Serve - Today s Situation Companies have internal, closed systems to maintain customer information Customers must contact Call Centre to get account status or update account Expensive for company to provide service to customers AND customers hate calling and waiting for service -19-

20 Proposed Solution Solution: Self-Serve Applications Allow customers to access internal company systems Customer can do a query of their account or status of a transaction (e.g., shipment) Customer can maintain their account (i.e. add/change/delete) -20-

21 Benefits Self-Serve Benefits Improve customer satisfaction Slash costs by reducing the number of calls coming in to the Call Centre Reduce the number of errors introduced into the company s data bases Speed up transactions and reduce time-to-market -21-

22 Examples of Self-serve app: Menu screen Self-serve option included on main menu screen -22-

23 Self-serve menu options Provide list of selfserve menu options -23-

24 Self-serve - example Instant Message approach walks the user through the self-serve function. Can include widgets (e.g., pull-down option menu, calendar for dates) to simplify input. -24-

25 Multi-channel delivery of self-serve functions ivr (voice) itv Web/Wireless/Call Centre Users can perform self-serve function through preferred channel, using same Instant Message approach and single instance of Business Rules, -25-

26 Automated handling of Level 1 calls An automated system to handle routine calls to Call Center (queries; updates; purchases) Expert System computer learns how to answer questions Seamless, transparent human intervention when required Speech-to-text and Text-to-speech for customer/system interaction -26-

27 Traditional approach vs. CCF Today: CSR Level 2 picks up trouble call, handles to completion Live CSR (level 1) Live CSR (level 2) CCF: Expert System handles bulk of call; live CSR(s) handle problems only; then transfer back Expert System Live CSR (1) Live CSR (2) Expert System -27-

28 Overview -28-

29 Interactive chat model -29-

30 Automated call handling Learning Mode: System learns business in controlled manner with experienced agent Iteratively tunes itself System kept back (stealth mode) until Q&A/recommendations/behaviour is at least as reliable as a human agent Going live: Initially, handle routine calls Complex issues directed to human, but system rides shotgun When live agent solves complex issue, system takes over again -30-

31 Automated handling: Why it works Combine: Computer speed, accuracy, consistency, with Human understanding, ingenuity, problem-solving Result: System and humans continually learn from each other Automated front-line, but it sounds human Customer better served and never feels transfer/restart $ Faster, more consistent and seamlessly continuous user-experience $ Happier customers $ Happier expertise-enhanced human agents -31-