knowledge is power! - solutions to help you deliver superior online experiences
DESCRIPTION
Presenter: Stephen Sinclair, Business Development Manager, Transversal Event: Transversal's Customer Experience Seminar Date: October 25 2013 Location: The Ritz Hotel, London.TRANSCRIPT
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Customer experience seminar – Oct 2013
Solutions to help you deliver superior online experiences
Stephen Sinclair, Business Development Director, Transversal
Knowledge is Power!
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Customer experience seminar – Oct 2013
The dilemma facing consumers today
It takes only three failed attempts for consumers to abandon web self-service.
Online failures will grow by 18% each year, increasing the number of incremental contacts.
Time consumingresearch
Where can I find
my answer?
What should I search
for?
Do I really have to sift thought all
this content? Answers
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Customer experience seminar – Oct 2013 ”“The route to your knowledge and the way customers find answers to make informed decisions has changed!
I know what I want, but where do I start to find
the answer?
Where is my nearest store, travel agent or
branch?
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Customer experience seminar – Oct 2013
The dilemma for you does not go away…
» Failed self-service
inquiries will drive 27%
incremental contacts
» Failed email inquiries
will drive 71%
incremental contacts
» Social inquiries will
drive ??? incremental
contacts
Consumers’ satisfaction with service touch points
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Customer experience seminar – Oct 2013
The Transversal Difference
28%
Decrease in online
escalations
18%
Increase in online
adoption
38%
Increase in answer
accuracy
Answers
Fast accurate, relevant answers - not search results
Do I understand
the problem?
Is this problem a common
one?
What is the best resource
to leverage?
What is the best
possible answer to provide ?
What questions should I
expect next?
Where can I find my answer?
What should I search
for?
Do I have to look at all
this content?
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Customer experience seminar – Oct 2013
The Transversal difference
» Your customers will find answers even if they don’t visit your website
» #1 in knowledge SEO
» Consistent answers
» Relevant results
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Customer experience seminar – Oct 2013
How Transversal does this
Delivering fast, accurate, answers on an enterprise scale requires three essential ingredients…
Experience
Acquiring a better understanding of what people mean- not what they say
Knowledge
Sharing and re-using vital information across the enterprise
Delivery
Determining the best possible method to presenting the answer
ANSWERS
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Customer experience seminar – Oct 2013
» The beauty of the Transversal solution is how simplewe make it to share knowledge across the enterprise Ease of multimedia article creation Simple workflow for approvals Self-organizing content
» We hide all the complexities that are essential for a scalable enterprise knowledge platform Multilingual support Intelligent data cleaning Centralized publishing for multi-brand support SEO support for knowledge content Prebuilt industry sector libraries Seamless integration to corporate portals – brand consistency Advanced analytics (content gaps, freshness, search accuracy…)
How we manage knowledge
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Customer experience seminar – Oct 2013
How we improve delivery
» Eliminating the effort for customers to get answers Intelligent search – 2 fold improvement in online find-ability Dynamic articles – improves usage of online self-service Embedded commerce offers – blends the online experience – sales & service
» Providing zero-click advice for contact center agents Single integrated desktop – provides instant value to your existing investments Related articles – helps predict answers to customer’s next questions Predictive search – anticipates what agents might be looking for
» Complete insight for knowledge administrators Advanced analytics – real-time insight to optimize performance Responsive design – dynamically responds to browsers, language, devices Auditing & security – role / group based security with full audit and version control
What you say is often not as important as how you say it. This same principle applies to delivering great answers.
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Customer experience seminar – Oct 2013
Transversal make this simple
» 6 – 10 week implementation
» Minimal investment
» Easy to maintain and manage
» Global deployment – fully multilingual
» Modular building blocks
» No need for specialist skills
» Reduced training (< 2hrs)
» Free up staff and re-deploy
» Adheres to usability best practices
Over the phone training:
That’s howEASY
it is
“The system was implemented in six weeks”“Transversal training took only two hours!”
Tamarah Khatib, GM - bmi
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Customer experience seminar – Oct 2013
over 35% originate from
What this means for our customers
20%Reduction in
contact ctr. calls
90%Reduction in unnecessary email contact
97%Online questions
answered automatically
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Customer experience seminar – Oct 2013
Transversal Knowledge Platform
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Customer experience seminar – Oct 2013
One source of ‘truth’ powering all channels
Dynamic response across channels, consistent communication, superior experience, lower support costs, scales with growth
Chat EmailSocial
PhoneWeb FAQ
Single Knowledge Platform
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Customer experience seminar – Oct 2013
What a Transversal solution can do for you
Increase in 1st contact resolutions
18%28%
50%28%Increase in CSR
productivity
Reduction in abandoned carts
Reduction in online escalations
>30%
Increase in sales
2x Increase in online resolution
rates
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Customer experience seminar – Oct 2013
What a Transversal solution can do for you
Proven at many of the world’s most respected and iconic brands
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Customer experience seminar – Oct 2013
Questions
?Stephen SinclairBusiness Development [email protected]+44 (0)1223 488724@StephenSinc