How to Gain EXECUTIVE SUPPORT for Digital Self-Service

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1 How to Gain EXECUTIVE SUPPORT for Digital Self-Service Championing a Digital Self-Service Deployment? Win Executive Support by Tailoring the Message As you expand your knowledge of digital self-service and virtual agents, you likely already have an understanding of the benefits in store for your company. One of the next steps you ll encounter is to get the attention of executives who aren t familiar with virtual agents. The first and most critical step in getting support is to help leaders understand how virtual agent technology will aid them in the pursuit of their objectives. That s why we ve put together this short guide. It gives you easy-to-scan, bullet-point guidance on the issues that matter most to four executive-level personas, including: CUSTOMER EXPERIENCE / CUSTOMER SERVICE LEADERS CMO / VP MARKETING CFO / VP FINANCE CEO Scanning this guide will help you focus on where to take the conversation with each leader, so you can help them understand why it makes sense to support your exploration of virtual agent technology. How to Get Executives Interested in Virtual Agents 1

2 CHIEF MARKETING OFFICER / VP MARKETING Building revenues Demonstrating ongoing RELEVANCE of the brand and product offerings Market research and trends Finding ways to monetize a swath of digital traffic Optimizing the purchase path online Being FIRST, or at least doing something BEFORE competitors Proving / demonstrating the value of marketing internally Improving return on campaigns and offers Find new ways to link revenue to CMO office initiatives Demonstrate measurable top-line increases Drive online conversion Increase effectiveness of campaigns by tailoring offers to customers Finding replacements for interruptive marketing tactics (such as ) that are declining in success Injects a non-intrusive purchase path into every customer-initiated conversation online Solves the relevancy and conversion challenges by automatically serving marketing offers that precisely match customer intent/interest Delivers measurable click-through improvement of up to 20X and conversion improvement of 15X Easily A/B testable Deep voice of the customer insight How to Get Executives Interested in Virtual Agents 2

3 CUSTOMER SERVICE / EXPERIENCE LEADERS Improving CSAT metrics Omni-channel customer experience Closed-loop experience in digital and mobile channels Reduction of costs in customer support Scaling support as the company grows How to use voice of the customer data Reducing customer effort Performance of live support agents and managers Tangible initiatives that prove customer-experience enhancements help the company as a whole Move from operational function to a strategic function Achieve scale, by serving more customers without proportionate increase in cost Roll out a big win voice of the customer initiative that adds value across the company A digital concierge in all support channels the ultimate solution for reducing customer effort An easy lever to pull for lowering call/ volumes and slashing live support costs Handling millions of low-complexity questions at pennies per transaction, for instant scalability Delivers actionable voice of the customer insights to customer experience, marketing, and product development without custom reporting or data analysts. How to Get Executives Interested in Virtual Agents 3

4 CHIEF FINANCIAL OFFICER / VP FINANCE Cost reduction that is painless and virtually guaranteed Profitable growth External threats to the health of the company (market conditions, market share erosion, macro-trends) Quantitative model for savings, with assumptions clearly stated Easy to verify claims from vendor, with proof that the value proposition works Less concerned about soft benefits (may consider Customer Experience a soft benefit.) Cost reduction, ideally through investments where savings calculations are simple to understand and easy to validate Ongoing cost savings, with investments that deliver savings year after year Ensure vendors are stable, viable companies The cost-saving benefits of IntelliResponse Virtual Agents are easily proven and easy-to-model Over 450 deployments and deep track record of expertise in many industries Many documented case studies, industry awards, and recognition from respected third party analyst firms Virtual Agents are designed to help companies capitalize on the macro-trend of digital commerce CFOs understand the language of numbers. Let us help you prepare for the discussion with the CFO office, with ROI models, case studies and third party resources. Contact Us at CFOprep@intelliresponse.com How to Get Executives Interested in Virtual Agents 4

5 CHIEF EXECUTIVE OFFICER Growth and scale Market share Increasing the value of the company Widening the gap on competitors Remove barriers that inhibit growth Maximize resources everywhere to promote scale Deploy initiatives that put them ahead of competitors Support the company in becoming/staying the preferred choice of consumers Invest in initiatives that will benefit the company for years to come Enhancing the customer experience has a big impact on loyalty and consumer preference and therefore market share Customer experience is a bona fide differentiation strategy in competitive industries Digital self-service provides a highly scalable alternative to traditional live customer support channels How to Get Executives Interested in Virtual Agents 5

6 Next Steps? Gartner predicts that by 2020, the customer will manage 85% of the relationship with an enterprise without interacting with a human. The time to deploy a virtual agent solution is now. IntelliResponse Virtual Agents deliver cost savings, revenue opportunities, and voice of the customer insight to hundreds of organizations worldwide. Contact us today to see how we can help your organization meet the needs of today s digital customer. Get a Free, No Obligation Analysis of Your Website s Self-Service Performance Compliments of IntelliResponse and Forrester Research, Inc. info@intelliresponse.com