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On Demand Customer Service

Antony BrydonDirectlyCo-founder & CEO

@Directly

Simple Apps, Smart NetworkOn Demand Customer Service

Simple AppsFast growing companies give on demand customer service apps to their expert users

Smart NetworksThese simple apps build smart networks that amplify more strategic support centers and open new ways of engaging with customers

Survive a surge

Support free users

Go global – add languages

Support 24/7

Leverage high skill sets

Reduce response times

Staff seasonal spikes

Increase engagement

CSAT

First Call Resolution

Recruiting

Omni-Channel

Staffing

Technology Integration

Budget Constraints

Onboarding

Forecasting

Reporting

Response Time

Retention

Workforce Management

Employee Satisfaction

Process & Workflow

NPS Customer Experience

AHT

Social

Performance Management

Training

Mobile

Outsourcing

From Surviving to Thriving These networks alleviate pressures that are crushing support centers,allowing them to focus on more strategic issues

ResultsAnd deliver speed, expertise and efficiency that let you engage customers at scale

92%Customer satisfaction

4.5Minute first response

2xMore cost effective

Key TakeawaysActionable advice

Simple apps Do you have passionate, knowledgeable users?

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Smart networks What if you plugged them intelligently into your support infrastructure in an on-demand model?

Start with a test

Start small, define directional metrics, prove the potential before selling up

Transformative potential

Calculate how much an on-demand network could help over time

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