Engage with your customers in the way they want
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Transcript of Engage with your customers in the way they want
![Page 1: Engage with your customers in the way they want](https://reader031.fdocuments.net/reader031/viewer/2022022203/5878a49d1a28ab42588b63d5/html5/thumbnails/1.jpg)
AVAYA CONTACT CENTER FOR MIDMARKET
Interact the Way Your Customers Choose
2015 Avaya Inc. All rights reserved.
![Page 2: Engage with your customers in the way they want](https://reader031.fdocuments.net/reader031/viewer/2022022203/5878a49d1a28ab42588b63d5/html5/thumbnails/2.jpg)
Phone
CAN YOUR CUSTOMERS REACH YOU IN THE WAY THEY CHOOSE?
2015 Avaya Inc. All rights reserved.
![Page 3: Engage with your customers in the way they want](https://reader031.fdocuments.net/reader031/viewer/2022022203/5878a49d1a28ab42588b63d5/html5/thumbnails/3.jpg)
Phone
CAN YOUR CUSTOMERS REACH YOU IN THE WAY THEY CHOOSE?
2015 Avaya Inc. All rights reserved.
![Page 4: Engage with your customers in the way they want](https://reader031.fdocuments.net/reader031/viewer/2022022203/5878a49d1a28ab42588b63d5/html5/thumbnails/4.jpg)
Chat
Phone
CAN YOUR CUSTOMERS REACH YOU IN THE WAY THEY CHOOSE?
2015 Avaya Inc. All rights reserved.
![Page 5: Engage with your customers in the way they want](https://reader031.fdocuments.net/reader031/viewer/2022022203/5878a49d1a28ab42588b63d5/html5/thumbnails/5.jpg)
SMS
Chat
Phone
CAN YOUR CUSTOMERS REACH YOU IN THE WAY THEY CHOOSE?
2015 Avaya Inc. All rights reserved.
![Page 6: Engage with your customers in the way they want](https://reader031.fdocuments.net/reader031/viewer/2022022203/5878a49d1a28ab42588b63d5/html5/thumbnails/6.jpg)
Video
Social
Mobile
SMS
Chat
Phone
CAN YOUR CUSTOMERS REACH YOU IN THE WAY THEY CHOOSE?
2015 Avaya Inc. All rights reserved.
![Page 7: Engage with your customers in the way they want](https://reader031.fdocuments.net/reader031/viewer/2022022203/5878a49d1a28ab42588b63d5/html5/thumbnails/7.jpg)
SALES
ARE YOUR CUSTOMER INTERACTIONS DRIVING YOUR BUSINESS?
2015 Avaya Inc. All rights reserved.
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CUSTOMER SATISFACTION
SALES
ARE YOUR CUSTOMER INTERACTIONS DRIVING YOUR BUSINESS?
2015 Avaya Inc. All rights reserved.
![Page 9: Engage with your customers in the way they want](https://reader031.fdocuments.net/reader031/viewer/2022022203/5878a49d1a28ab42588b63d5/html5/thumbnails/9.jpg)
LOYALTY
CUSTOMER SATISFACTION
SALES
ARE YOUR CUSTOMER INTERACTIONS DRIVING YOUR BUSINESS?
2015 Avaya Inc. All rights reserved.
![Page 10: Engage with your customers in the way they want](https://reader031.fdocuments.net/reader031/viewer/2022022203/5878a49d1a28ab42588b63d5/html5/thumbnails/10.jpg)
ADVOCACY
LOYALTY
CUSTOMER SATISFACTION
SALES
ARE YOUR CUSTOMER INTERACTIONS DRIVING YOUR BUSINESS?
2015 Avaya Inc. All rights reserved.
![Page 11: Engage with your customers in the way they want](https://reader031.fdocuments.net/reader031/viewer/2022022203/5878a49d1a28ab42588b63d5/html5/thumbnails/11.jpg)
OR ARE YOUR CUSTOMER INTERACTIONS HURTING YOUR BUSINESS?
75% of customers move to another channel when
online customer service fails
2015 Avaya Inc. All rights reserved.
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75% of customers move to another channel when
online customer service fails
25% drop in loyalty among
customers who experience a problem
OR ARE YOUR CUSTOMER INTERACTIONS HURTING YOUR BUSINESS?
2015 Avaya Inc. All rights reserved.
![Page 13: Engage with your customers in the way they want](https://reader031.fdocuments.net/reader031/viewer/2022022203/5878a49d1a28ab42588b63d5/html5/thumbnails/13.jpg)
75% of customers move to another channel when
online customer service fails
25% drop in loyalty among
customers who experience a problem
2X customers typically tell twice as many people
about a bad experience with customer service than they do about a
good one
OR ARE YOUR CUSTOMER INTERACTIONS HURTING YOUR BUSINESS?
2015 Avaya Inc. All rights reserved.
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THE ANNUAL COST OF POOR CUSTOMER SERVICE FOR U.S. BUSINESSES IS
$83 BILLION
2015 Avaya Inc. All rights reserved.
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CUSTOMERS WANT EXPECT FIRST CLASS CUSTOMER SERVICE
2015 Avaya Inc. All rights reserved.
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77% of customers expect
customer service to be faster
CUSTOMERS EXPECT FASTER CUSTOMER SERVICE
2015 Avaya Inc. All rights reserved.
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77% of customers expect
customer service to be faster
75% of customers expect service to be easier
to obtain
CUSTOMERS EXPECT SIMPLER CUSTOMER SERVICE
2015 Avaya Inc. All rights reserved.
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77% of customers expect
customer service to be faster
75% of customers expect service to be easier
to obtain
60% of customers expect
more options for obtaining support
CUSTOMERS EXPECT ACCESSIBLE CUSTOMER SERVICE
2015 Avaya Inc. All rights reserved.
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65% They have to contact a business multiple times
for the same reason
CUSTOMERS GET FRUSTRATED WHEN
2015 Avaya Inc. All rights reserved.
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62% They wait on hold for a
long period of time
CUSTOMERS GET FRUSTRATED WHEN
65% They have to contact a business multiple times
for the same reason
2015 Avaya Inc. All rights reserved.
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58% A brand delivers
something different than they
promise upfront
62% They wait on hold for a
long period of time
CUSTOMERS GET FRUSTRATED WHEN
65% They have to contact a business multiple times
for the same reason
2015 Avaya Inc. All rights reserved.
![Page 22: Engage with your customers in the way they want](https://reader031.fdocuments.net/reader031/viewer/2022022203/5878a49d1a28ab42588b63d5/html5/thumbnails/22.jpg)
55% They have to repeat the
same information to multiple CSR’s or across
multiple channels
58% A brand delivers
something different than they
promise upfront
62% They wait on hold for a
long period of time
CUSTOMERS GET FRUSTRATED WHEN
65% They have to contact a business multiple times
for the same reason
2015 Avaya Inc. All rights reserved.
![Page 23: Engage with your customers in the way they want](https://reader031.fdocuments.net/reader031/viewer/2022022203/5878a49d1a28ab42588b63d5/html5/thumbnails/23.jpg)
52% Customer service reps,
employees or self-service sites cannot
answer their questions
55% They have to repeat the
same information to multiple CSR’s or across
multiple channels
58% A brand delivers
something different than they
promise upfront
62% They wait on hold for a
long period of time
CUSTOMERS GET FRUSTRATED WHEN
65% They have to contact a business multiple times
for the same reason
2015 Avaya Inc. All rights reserved.
![Page 24: Engage with your customers in the way they want](https://reader031.fdocuments.net/reader031/viewer/2022022203/5878a49d1a28ab42588b63d5/html5/thumbnails/24.jpg)
CUSTOMER SERVICE DOESN’T HAVE TO BE HARD
2015 Avaya Inc. All rights reserved.
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CAN HELP IMPROVE CUSTOMER INTERACTIONS AND MINIMIZE
FRUSTRATIONS
AVAYA CONTACT CENTER SOLUTIONS FOR IP OFFICE
2015 Avaya Inc. All rights reserved.
![Page 26: Engage with your customers in the way they want](https://reader031.fdocuments.net/reader031/viewer/2022022203/5878a49d1a28ab42588b63d5/html5/thumbnails/26.jpg)
ALLOWS FOR SWIFT, EFFICIENT AND ACCURATE RESPONSES
TO CUSTOMERS
AVAYA CONTACT CENTER SOLUTIONS FOR IP OFFICE
2015 Avaya Inc. All rights reserved.
![Page 27: Engage with your customers in the way they want](https://reader031.fdocuments.net/reader031/viewer/2022022203/5878a49d1a28ab42588b63d5/html5/thumbnails/27.jpg)
ALLOWS FOR SWIFT, EFFICIENT AND ACCURATE RESPONSES
TO CUSTOMERS
AVAYA CONTACT CENTER SOLUTIONS FOR IP OFFICE
Optimal accessibility - no matter what
channel of interaction customers choose
Skills-based routing to put your customer in touch
with the right agent the first time
Voice and self-service solutions that allow customers to serve
themselves, leading to more satisfied
customers
Complete end-to-end customer service
strategies
Customer prioritization
opportunities that target the right
customers
2015 Avaya Inc. All rights reserved.
![Page 28: Engage with your customers in the way they want](https://reader031.fdocuments.net/reader031/viewer/2022022203/5878a49d1a28ab42588b63d5/html5/thumbnails/28.jpg)
CREATE EXCEPTIONAL CUSTOMER EXPERIENCES AND
IMPROVE BUSINESS GROWTH WITH
AVAYA CONTACT CENTER SOLUTIONS FOR IP OFFICE
2015 Avaya Inc. All rights reserved.
![Page 29: Engage with your customers in the way they want](https://reader031.fdocuments.net/reader031/viewer/2022022203/5878a49d1a28ab42588b63d5/html5/thumbnails/29.jpg)
For more information, visit:
http://www.avaya.com/usa/solution/contact-center-for-midmarket/
2015 Avaya Inc. All rights reserved.