Extreme Call Deflection - CRMXchange...Three Channels is the New Normal of consumers will use a...

© 2016 24/7 CUSTOMER, INC.

Utilizing your digital arsenal (dude!)

Daniel Hong

Extreme Call Deflection

Sr. Director Product Marketing Strategy

June 14, 2016

@d_hong

© 2016 24/7 CUSTOMER, INC. 2

37% of people that

ended a business

relationship because of

poor customer

service…cited IVR

frustration.

45bn customer service calls will be made this year

Source: [24]7 Customer Engagement Index 2015, Contact Babel, Ovum

80% of customer

interactions is through

the voice channel

© 2016 24/7 CUSTOMER, INC. 3

Lofty goals are being set as a new digital mindset

pervades the enterprise

“50% of all calls to be self-

serviced”

“$1.25bn reduction in three years”

“30% increase in

phone self-service in two

years”

“80% of contacts to be handled

in self-service”

© 2016 24/7 CUSTOMER, INC. 4

There’s a lot to think about

Source: [24]7 client data


Poll question

How much more can you automate in your IVR without

degradation to the customer experience?

a) 0%

b) 5-10%

c) 10-15%

d) 15-20%

e) More than 20%

6


Defining call deflection

Yesterday

preventing customers from reaching agents

• Increasing voice automation rates

• Hiding customer service numbers

• Charging customers to speak to agents

7

Today

empowering customers so they don’t have to reach

agents

• Optimizing customer touchpoints so customers

stay in-channel

• Improving and shortening the journey as

customers traverse channels

• Empowering customers with new capabilities on

smart devices and changing behavior

• Deflecting calls to text-based interactions for

better economies of scale

© 2016 24/7 CUSTOMER, INC. 8

Optimize the websiteGet customers to stay in-channel


Customers start on the website

9

Omnichannel Basics: Start at the Website

The website represents the most pivotal touchpoint to engage as that is where consumers

start the omnichannel journey. “Omnichannel basics” are to equip the website to handle

self-service transactions, cover a broad range of questions, and provide for a seamless

escalation to assisted service.

Source: [24]7 Customer Engagement Index of 3500 respondents, 1200 in the UK, 2015.

© 2015 24/7 Customer, Inc. All Rights Reserved

[24]7 recently conducted a

survey, the 2015 Customer

Engagement Index, to ask

about the order of channels

and devices used in a

customer’s omnichannel

journey. 3500 respondents,

1200 in the UK, were

surveyed. Here are some

of the highlights.

So Many Channels, So Little Time:

Insight into the Omnichannel Journey

67%website

18%phone

call

4%mobile

app

4%chat

The “website accessed by a PC” is the number one channel and device where

companies should enable self-service and empower consumers to complete

tasks themselves.

46%personal

computer

96%

23%smart

phone

17%tablet

12%landline

phone

Omnichannel Basics: The Consumer

Starts on the PC

Three Channels is the New Normal

of consumers will use a third channel even after

starting on a website. Why should it take three

channels for a consumer to get something done?

Companies need to provide robust self-service in

the first channel and make it easy to get assistance

in a second channel.

64% 23% 5% 4%

Source: 2015 Customer Engagement Index

N=1,200 respondents

32%phone call

25%website

16% chat

14% mobile

app

Second channel:

41%phone call

16%email

15% chat

15% website

Third channel:


Analyze channel leakage patterns and reasons

10

Key leakage points across channel pairs, classified by visitor intent

Use structured and unstructured data to understand

cross-channel leakage patterns and user presenceWeb presence trends for callers


Start with the website first: virtual agent

11

Reduces call volume by up to 35%

and email volume by up to 50%


Start with the website first: proactive chat

12

Predictive targeting, contextual

transitions

Richer visual experience and design

Increase engagement in chat, resolve

complex journeys

One to one deflection

5% to 10% call volume reduction

+5% issue resolution directly

impacting call volume

Higher NPS in chat vs that of voice

© 2016 24/7 CUSTOMER, INC. 13

Start with the website first: combine virtual agent

and proactive chat

© 2016 24/7 CUSTOMER, INC. 14

Start with the website first: combine virtual agent

and proactive chat

© 2016 24/7 CUSTOMER, INC. 15

Embrace channel shiftsImprove the journey as customers traverse channels


Channel shifting occurs mostly for escalation

16

85% of consumers cross

channels if unsuccessful on web

Source: [24]7 Customer Engagement Index, 2015 and [24]7 client data


Channel shifting: website to IVR

17


Channel shifting: website to IVR

18

• The dates of travel are chosen…

Personalized and faster customer engagement

Thanks for calling United.com

support.

Welcome back Daniel…

I see that you were recently on

United.com and tried to book

flights

from San Francisco to Mahe

departing on

Monday August 3rd. Prediction 4 – date of travel

Prediction 1 – identity

Prediction 2 – current journey

Prediction 3 – destinations

85% proactive offers

accepted+8% CSAT

improvement

Decreases in agent handle time

IVR time decreases +50%

http://www.flyertalk.com/forum/united-airlines-mileageplus/1629130-changes-ivr-eites-aware-i-am-flying-today.html

http://www.flyertalk.com/forum/united-airlines-mileageplus/1629130-changes-ivr-eites-aware-i-am-flying-today.html

© 2016 24/7 CUSTOMER, INC. 19

Transform voice callsEnhance IVR with digital capabilities


Unifying IVR and web experiences

20

Channel and device presence detection

50% of consumers are on the

website when they call


Use Presence to unify IVR and web experiences

21

Web-aware cross-channel

experience

Presence determines if customer is

using another channel concurrently

Extremely responsive design unifies

IVR and web experience

Customer uses their preferred

channel

Makes complex, information-rich

interactions fast and easy

Contextual transition to chat agent

if more help needed

User calls 800 number

“I see that you are calling about some

unusual activities on your card.”

“yes”

“It looks like you’re currently on our website.

Would you like to review your fraud charges

on the website?”

“yes”

“Ok go ahead and navigate back to the

website, already open in your browser

a ‘review charges window’ will pop up.”


Invite qualified IVR callers to chat

… would you like to chat instead…?

22

Warm contextual hand-off

to chat agent.

Rich chat over

smartphone, tablet or

desktop device.

1

2

3

95% FCR for chat

vs 70% for voice 15% call deflection +14 points NPS


Extend IVR to a mobile, voice and visual experience

23

Seamless cross-channel experience

• Unify the IVR and visual connected

device experience

• No download of app required

• Make complex, information-rich IVR

interactions fast and easy

• Promote mobile channel by

acquainting IVR callers with native

mobile application

Confirm all charges and

remove security block

ConfirmCancel

© 2016 24/7 CUSTOMER, INC. 24

Case Study: Global Financial Services Leader

$12MAnnual savings due to

call deflection, fraud loss

prevention

$12M

Annual savings due to

call deflection, fraud

loss prevention

$12M

86%

92%

87%

Annual savings due to call

deflection, fraud loss prevention

Smartphone users accepted

multimodal invitation

Success Rate

Rated experience 4 or 5 stars

Extend IVR to a mobile, voice and visual experience


Voice and digital channels operate as silos today

26

Virtual Agent

Voice Agent Chat Agent

IVR

Understand intent

Route to live agent

Provide self-service

Understand intent

Route to live agent


Dual effort, zero leverage

IVR routes to the right agent to

reduce handle time

VA routes to the right agent to reduce

handle time


Unify self-service to make it more conversational and intelligent

27

Virtual Agent

Voice Agent Chat Agent

IVR

Understand intent

Route to live agent


Build once, deploy all

One intent model

Shared app logic

Best channeling


Getting to extreme call deflection

• Identify areas of leakage and escalation

• Optimize the website: virtual agent & chat

• Embrace channel shifts: connect the dots for the website to IVR

journeys

• Transform voice calls: break down channel walls with new digital

capabilities

• Future proof: leverage common assets across self-service and assisted

service

28

~50% call deflection

© 2016 24/7 CUSTOMER, INC. 29

Identify areas of leakage and escalation

Optimize the website

Embrace channel shifts

Transform voice calls

Future proof

leverage common assets

across self-service and

assisted servicebreak down channel

walls with new digital

capabilities connect the dots for

the website to IVR

journeys

~50% call deflection

Improve virtual

agent & chat

© 2015 24/7 CUSTOMER, INC. 31

Thanks for

joining us!

Web: www.247-inc.com

Email: [email protected]

[email protected]

Twitter: @24_7_inc

To learn more,

connect with us…

http://www.247-inc.com

mailto:[email protected]

https://twitter.com/24_7_inc

Extreme Call Deflection - CRMXchange...Three Channels is the New Normal of consumers will use a...

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