Improve Customer Satisfaction and FCR with WebRTC-Based Live Digital Engagement, CC/CRM Conference...
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Transcript of Improve Customer Satisfaction and FCR with WebRTC-Based Live Digital Engagement, CC/CRM Conference...
©2016 CaféX Communications | www.cafex.com|[email protected]
November 17, 2016Sajeel Hussain([email protected])
Improve Customer Satisfaction and First Call Resolution with WebRTC-Based Live Digital Engagement
©2016 CaféX Communications | www.cafex.com|[email protected]
Disrupt or get Disrupted Video !!
©2016 CaféX Communications | www.cafex.com|[email protected]
1. Mobile and Web is going to become the face of customer engagement (Death of 1-800-number)
2. Rise of WebRTC and other technologies ----but pssst: Enterprises don’t really care about WebRTC…..they care about business outcomes
3. A holistic approach wins – address needs from a Consumer, IT & LOB perspective
3 Takeaways!
©2016 CaféX Communications | www.cafex.com|[email protected]
• Communications systems are silo’d from business tools
• Context of Communications is lost• Business is forced to change to use antiquated communications systems and requires complex
integrations
• Collaboration becomes contextually rich and meaningful• Core to the business and accessible by ANY user ANYWHERE• Integrated with business tools and streamlines employee work flow• Drives employee productivity and improved customer engagement
BI, Big DataAnalytics
HRMS
ERPSFA
Businesstools
Collaborationtools
Video | Voice | UC
Others…CRM
Our visionToday
Collaborationtools
Video | Voice | CCSDKs | Co-browsePervasive video
Silo’dTechnology
ContactCenter BI, Big Data
Analytics
HRMS
ERPSFA
Others…
CRM
ContactCenter
Our Purpose: Transforming Online Customer Engagement
©2016 CaféX Communications | www.cafex.com|[email protected]
Real-time Omnichannel
built into mobile apps &
websites No downloads or plugins!
Integrate with
existing CC/CRM systems
©2016 CaféX Communications | www.cafex.com|[email protected]
Collaboration Drives Business: Our Solution PortfolioEnterprise
Videosystems
Voice / UC
CC
CRM HR
Live Assist#1 Omnichannel customer
engagement• In-app voice / video / chat• Co-browse, screen share• Mobile / web SDKs
collaboration core
Agents
Supervisors
#2Supervisor Assist
• Real-time coaching• Multichannel
engagement
Guests / Partners#3 Pervasive video
• Video to every user• 100% browser support• Integrates with in-room
systems
Live Assist®Multi-Channel Real-Time Engagement Made Simple
©2016 CaféX Communications | www.cafex.com|[email protected]
©2016 CaféX Communications | www.cafex.com|[email protected]
Real Time Chat with Integrated Co-Browse – Live AssistCustomer enters financial websiteChat is offered as an engagement opportunityCustomer selects chat and receives wait time if required
Customer interacts with agentAgent asks if the customer
would like to share their browser tab
Agent guides customer to resolutionAnnotates on screen to helpShares documents for review
A Faster Way to Co-Browse with Customers during CallsLive Assist Short Code provides a quick mechanism to set up a co-browse session with a contact center agent
Live Assist provides a pop-up with a simple
numeric code
The user reads the code to the agent over the
phone
The agent enters the code
Co-browse session starts
©2016 CaféX Communications | www.cafex.com|[email protected]
Live Assist Short Code Benefits
CustomerSimple instructions to give customerNo VoIP troubleshootingEasy to enter identifier
No software installsNo computer microphone camera to setupEasy to read number
AgentNo telephony integration requiredEasy to add to websiteRapid problem resolution
Enterprise
©2016 CaféX Communications | www.cafex.com|[email protected]
Platinum Card Members
High Net Worth Clients
Click-for-CareMobile Banking
Case Studies for Live Assist in FiServ
• Enabling 45K platinum members with video collaboration to agents
• In-app video calling from iPad mobile banking app
• Customer context passed for intelligent routing to agent
• Screen pop with customer data
• 88% FCR (17% more than voice)
• 89% RFT score (Refer to friend)
• Reinforce value of the card• Higher conversion rate +
upsell• Higher loyalty
• Improve productivity • Speed issue resolution• Foster better partnerships
• 50% of calls are from mobile• Enable click-to-call within
mobile banking app• Seamless transition for
customers from self-service to live help
• Saves customers from having to re-authenticate 2-4 times when calling
• Cross-channel continuity• 2.84x increase in customer
purchase rate• 5% increase in customer
retention
• Enable 3K financial advisors & 10K high net worth clients with video collaboration from within bank’s iOS app
• Client launches chat, video call with FA
• FA can add peer experts• Reuse existing enterprise
video devices
©2016 CaféX Communications | www.cafex.com|[email protected]
Omnichannel collaboration improves customer engagement compared to traditional calling
12
METHODOLOGY: Compares the actual versus predicted outcome for Customers who were in the treatment group and who used Click for Care to connect with a Phone Agent, compared to similar Customers who were in the treatment group but did NOT use Click for Care to connect with a Phone Agent.
Source: Mobile Banking & Payments Summit, 2015
Top 10 Global Bank
©2016 CaféX Communications | www.cafex.com|[email protected]
Live Assist® Engagement
New Account Opening From Within Mobile & Web
AppProblem Resolution
Digital Engagement Education
New account form completion with Live AssistGoal: Increased conversion
Resolve customer issues w/o tying 1-800 number linesGoal: Improved FCR & reduced handling time
• Shifting phone customer to self-service web / mobile
• Shifting web customer to mobile app
Goal: Increase adoption of digital engagement tools
Educate consumers on app features & answer questions from within the mobile appGoal: Education & mobile app adoption (decrease cost)
Empower Your Workforce with CaféX Supervisor Assist
©2016 CaféX Communications | www.cafex.com|[email protected]
Effective Training of Customer-Facing Staff is Critical & Requires Significant Investment
per agent
spent on training
annual agent turnover
for call centers, costs up to 2X agent’s salary
of global business leaders say customer expectations have shot up in last 5 years
93% 49%
of US jobs held by Millennials with high training expectations
lost revenue from poor CX
1/3 20%
EMC, Response Daily, Trossle, Forbes, Oracle ©2016 CaféX Communications | www.cafex.com|[email protected]
$4.8K
15
• A contact center is hiring new agents
• Onboarding costs are high because trainers are flown in for weeks at a time
• For all agent calls, only audio is monitored and reporting is historical
Scenario: Agents need live coaching
How can agents be mentored remotely while
calls are in progress?
©2016 CaféX Communications | www.cafex.com|[email protected]
CaféX Supervisor AssistSupervisors/peers interact with agents from any browser in real-time across multiple channels
• Live audio listening of agent & customer
• Agent hand raise• View agent’s desktop (up to 4
monitors)• Live web chat• Remote desktop control - spotlight
pointer, click thru, enter text• Ease of management – common CC
credentials and drag/drop admin
©2016 CaféX Communications | www.cafex.com|[email protected]
Leading Use Cases for Live Coaching
©2016 CaféX Communications | www.cafex.com|[email protected]
Escalation Desk / Crisis Management
Enable agents to request help and supervisors to intervene proactively to avoid escalations while calls are in progress.
Supervisor to Team
Improve team supervisory activities through real-time audio monitoring and screen visualization.
Mentor to Mentee
Enhance customer service training for new hires and mature staff through peer mentoring during live calls.
Contact Center Benefits from Live Digital Engagement
©2016 CaféX Communications | www.cafex.com|[email protected]
Higher First Call Resolution
Lower Average Handle Time Reduced
Escalations
Higher Customer Loyalty & Referral (NPS)
Increased Conversions & Upsell
Better support for home & remote agents
Faster onboarding & training
Reduced attrition
©2016 CaféX Communications | www.cafex.com|[email protected]
Call to Action - Summary
Digital engagement wave is here! No longer a future thing..
Live Assist® / Digital Concierge for business outcomes
The “what” is more important than “how!”
Don’t forget supervisors & agent coaching….
Come visit us at our booth for a live demo: 3C-14
©2016 CaféX Communications | www.cafex.com|[email protected]
Making together happen.