Using Web Self- Service & Chat to Resolve Customer Issues Co-Presented By: Mitch Kramer SVP - Senior...

Using Web Self-Service & Chat to Resolve Customer Issues

Co-Presented By:Mitch KramerSVP - Senior Consultant,Patricia Seybold Group

Christopher HallVP Marketing,KANA

Do You Know Me?

● Patricia Seybold Group is the Customers.com company

● Analyst/Consultant in the technologies, techniques, tools, and processes of the customer experience

● Historian

● Writer

Axioms for e-business

● Your customer need your help on every channel across which they interact with you in every phase of the lifecycle of their relationships with you.

● Make it easy for your customers to do business with you.

May I Help You?

CustomerService

Buy/Renew

Use/Maintain

Install Select

Explore

Plan

Delivering Excellent Customer Service

● Know your customers and their relationships with you (Who they are, their preferences, their accounts and balances, the products that they’ve purchased, their entitlements, their outstanding incidents and issues).

● Know their Customer Scenario.

● Know their recent interactions. (Don’t make them repeat their story .)

…on every channel, across every phase of their lifecycle

Self-Service in Financial Services

● You thought you were going to save money, but many customers really wanted to help themselves.

● You’ve come a long way from “on-line checking” on dial-up networks

● Financial services Web sites now support the complete customer lifecycle

Complex Products and Processes

● IRA, SEP, 401k, 403b

● Compliance

…customers can’t help themselves. They want assistance.

Conventional Assisted Service

● Branch

● Call center

● Email

…..might not make it easy for your customers to do business with you

Assisted Service Possibilities

● Chat

● Co-browse

…..seamless escalation from self service to assisted service

Chat and Co-browsing

● Origins in retail ecommerce

● Great applicability to financial services

● Product selection

● Application processing

Chat and Co-browsing Requirements

● Deliver customer context to chat/co-browse agent

● Captures and logs agent/customer dialogs

● Seamless escalation to contact center application

● Seamless integration with

● Web site

● Portals technology platforms

● Ecommerce systems

● Customer service systems

● CTI systems

Advantages and Benefits

To your customers

• Accomplish their financial tasks more efficiently and more effectively

• Easier to do business with you

To you

• Improved customer experience

• Improved product acceptance

• Staffing efficiencies

The Constant Demands on Customer Service

Falling Falling MarginsMargins

Rising Rising CostsCosts

Increasing Increasing DemandDemand

Increasing Increasing ComplexityComplexity

How to Solve the Supply Versus Demand Problem?

Service Capacity

Inquiries Per

Hour

Customer Dissatisfaction Increased Staff

Decreased Staff

Excess Capacity

Poor Service LevelsPoor Service Levels Exceptional Service LevelsExceptional Service Levels

Trying to achieve the impossible…Trying to achieve the impossible…• Streamline Customer Intentions - ACD• Optimize Workforce Management• Streamline Desktop – CTI, Case Mgmt, 360 View

New Trends are Emerging…

Service Capacity

Inquiries Per

Hour

Customer Dissatisfaction

Excess Capacity

Poor Service LevelsPoor Service Levels

Controlling Capacity• Increasing 1st Contact Closures• Increasing Self Service Adoption

Exceptional Service LevelsExceptional Service Levels

Latest Trends used to control demand …Latest Trends used to control demand …• Push Specific Transaction Types to Web Self Service• Implement a WSS escalation strategy (not to the call center)• Leverage offshore vendors for increased e-channel capacity• Increase use of Chat to promote online utilization support• Increased us of Chat to support hi-end banking products

Common Mistakes We See in Web Self-Service…

Web

CustomerCustomer

Solution Solution not foundnot found

SSeeaarrcchh

Typical Web Self-Service ExperienceTypical Web Self-Service Experience

Common Mistakes We See in Web Self-Service…


Web

CustomerCustomer


SSeeaarrcchh

Slow Slow ResponseResponse

Email

No No OfferingOffering

Collaboration

Further Compounding the Demand Problem…


Simply becomes another phone Simply becomes another phone experienceexperience

Web

CustomerCustomer


SSeeaarrcchh

Slow Slow ResponseResponse

Email

Phone

No No OfferingOffering

Collaboration

AgentAgent

What’s the What’s the problem problem again?again?

Who are you?Who are you?

What did you What did you already try?already try?

Often - Negatively Impacting Call Times…

www.ServiceXRG.com

© Copyright 2005 ServiceXRG

Industry Average Talk Time

Impact of Deflection on Talk Time

<15%<15% 15% to 25%15% to 25% Over 25%Over 25%

<15%<15% 15% to 25%15% to 25% Over 25%Over 25%

SelfSelf--Service Deflection Service Deflection

Phone Talk Phone Talk TimeTime

Industry Average Talk Time

Impact of Deflection on Talk Time

<15%<15% 15% to 25%15% to 25% Over 25%Over 25%

<15%<15% 15% to 25%15% to 25% Over 25%Over 25%

SelfSelf--Service Deflection Service Deflection

Phone Talk Phone Talk TimeTime

Or - Never Meeting Customer’s Expectations…

24 hour electronic response times are NO LONGER 24 hour electronic response times are NO LONGER ACCEPTABLE!ACCEPTABLE!

Resulting In Unhappy Customers…

Most Common Customer ComplaintsMost Common Customer Complaints

21.20%

29.60%

39.20%

39.30%

60.30%

6.3%

6.3%

7.4%

7.4%

8.5%

12.20%

0% 10% 20% 30% 40% 50% 60% 70%

Time to Resolve Issues

Quality of ProductQuality of Product

Lack of ResolutionLack of Resolution

Knowledge of Service AgentKnowledge of Service Agent

Time to Reach an AgentTime to Reach an Agent

Availability of online ResourcesAvailability of online Resources

Support Web Site ease of useSupport Web Site ease of use

Cost of ServicesCost of Services

Phone System NavigationPhone System Navigation

Professionalism of AgentsProfessionalism of Agents

Corporate PoliciesCorporate Policies

Source: SSPA Support Benchmark Study *

Appropriately Managing Web Self-Service

Web

Guided Knowledge Approach versus

GGoooogglliinngg

Solution Found

Web

Common Common KnowledgebaseKnowledgebase

Self-Service

Structured SearchStructured Search Key QuestionsKey Questions

Provide Convenient One-Click Escalation

Solution Found

Web

Collaboration

Email

Solution Not Found Escalate to Assisted Channel


Self-Service


Escalate the Entire Experience…

Solution Found

Web

Collaboration

Email


Interaction Interaction RecordedRecorded

Unified RoutingUnified Routing

Suggest Answer


Self-Service


Evaluate

http://www.apple.com/isync/

Empower Agents with Answers & Advice

Solution Found

Web

Collaboration

Email




Suggest Answer

Collaborate or Escalate

SME / Tier 2SME / Tier 2


Self-Service


EvaluateLevel 1Level 1

I see whatI see whatyou did!you did!


Empower Agents with Answers & Advice

Solution Found

Web

Collaboration

Email




Suggest Answer

Collaborate or Escalate

SME / Tier 2SME / Tier 2

Resolution

Resolution


Self-Service


Evaluate

Experience Great Online Customer Service!Experience Great Online Customer Service!

Level 1Level 1

I see whatI see whatyou did?you did?

This willThis willwork better!work better!


Who’s Using Web Self- Service Today?

Real Results with Web Self-Service…

- - Business ChallengesBusiness ChallengesIncreasingly complex product portfolio

Manage costs while improving customer satisfaction

Increase agent competence/skill

Increase global competitiveness with 24x7 service

KANA Solution (Agent IQ / Customer IQ)KANA Solution (Agent IQ / Customer IQ)Implemented phase on in 45 days

Training time reduction of 66%,

17% call deflection to web self-help

22% reduction in AHT

20% reduction in call abandonment

Positive ROI in under 6 months

Who is Using Chat Today?

Real Results with Chat…

- - Business ChallengesBusiness ChallengesDifferentiate business using better customer service

Reduce online banking support costs

Improve online adoption and enhance customer satisfaction

KANA Solution (Response Live)KANA Solution (Response Live)96% first call resolution rates

Expect 15%–25% fewer customer service interactions

14% increase in cross-selling rates

Anticipate increase online adoption of online banking and bill payment

http://wellsfargo.com/;jsessionid=RITDKNHJ055LECQMKVDE45QKBRKTMUM0

Who is Using KM for Agent Support Today?

Real Results with KM Agent Support…

- Business Challenges- Business ChallengesOver 1000 CSRs serving 28 million customers

FY 2004 goal of $4.5M cost reduction

Multiple data sources

4 knowledge bases

10 to 12 other reference areas

Outdated and inconsistent information

Average time to resolution > 60 Seconds

Customer service satisfaction levels needed to be improved

KANA Solution - Agent IQKANA Solution - Agent IQ5% reduction in callbacks yields estimated savings of $3M

19 second reduction in AHT yields estimated annual savings of $1.6M

Anticipate more consistent & accurate customer interactions

Goal of improving “customer delight” rating by 1.5%

Thanks for your time today…

Questions & AnswersQuestions & AnswersFor additional informationFor additional informationVisit us at booth our boothVisit us at booth our booth

Or Please Call:Or Please Call:(800) 737-8738(800) 737-8738

Using Web Self- Service & Chat to Resolve Customer Issues Co-Presented By: Mitch Kramer SVP - Senior...

Documents

Transcript of Using Web Self- Service & Chat to Resolve Customer Issues Co-Presented By: Mitch Kramer SVP - Senior...