the future of customer service - crmxchange · the future of customer service top 5 trends 1. ......
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© 2014 Verint Systems Inc. All Rights Reserved Worldwide.
Confidential and proprietary information of Verint Systems Inc. © 2016 Verint Systems Inc. All Rights Reserved Worldwide.
Kelly Koelliker
Director, Solutions Marketing
The Future of Customer Service
Top 5 Trends
1
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Take a Guess!
What do you think will make
the Top 5 Trends for the
Future of Customer Service?
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Who remembers the Palm Pilot?
Palm Pilots were launched March 10, 1997:
Just 20 years ago!
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Technology is changing rapidly
Customer expectations are changing rapidly
Customer service organizations…. not as much
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How can you keep up with expectations?
What trends should you adopt?
What do customers REALLY want?
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The Future of Customer Service
Top Trends5
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#1: Self-Service
Within 4 years consumers
will manage
85% of their
relationshipswith an organization without
interfacing with a human.
Gartner, The Five CRM Customer Engagement Technologies to Focus on through 2020, 8 March 2016
NOW
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Better Outcomes, Less Effort
• Empower the customer to help
themselves and provide service the
way the customer wants to access it
• Deflect interactions from more costly
channels like phone, email and chat
8
Happier
customers for
less money!
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1. Self-service knowledge should be driven from agent knowledge
2. Optimize self-service for mobile usage
3. Consider including simple transactions as well as knowledge
4. Ask for customer feedback
5. Always include escalation channels
9
Sounds great, how do I do it?
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There are no channels
just people.
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Customer Choice - Shared Intelligence
11
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What does the rise in self-service mean for
my existing call centers?
Call centers, and the employees who staff
them, are now more important than ever.
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• Assess your current self-service offering
• Check for clear escalation paths
• Consider a customer survey
13
How can I get started TODAY?
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Is your organization
currently looking into bots
and/or virtual assistants?
14
#2: Bots and Artificial
IntelligenceSOON
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The Evolution of Virtual Assistants
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Benefits of Bots and Virtual Assistants
• Seamlessly transition from self to assisted
service
• Elicit more detailed questions from customers
• Deflect common questions from higher cost
channels
• Provide the experience customers are looking for
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Rules-Based vs. AI-Based
• Rules allow granular control over the user experience
• Rules also require additional maintenance and setup
• AI should be able to learn and improve with minimal maintenance
• AI can be difficult to control and can lead to undesirable user experience
• Organizations should seek solutions that provide a balance of these approaches
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• Analyze inbound questions from digital
channels to determine if a bot would
significantly affect deflection
18
How can I get started TODAY?
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#3: Speech Recognition
Do you use Alexa, Siri or
Google Home in your daily
life?
SOON
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Voice Driven
Knowledge Management
• Every 10 years a paradigm shift occurs
around how we interact with computers
• The technology is now mature enough
• With Siri, Google Home and Alexa – voice
driven knowledge is now.
• Adds the capability of bots and VAs to the
voice experience
20
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Speech Recognition is not just for
customers!
• Agents and branch/store employees
spend a tremendous amount of time
searching for information
• Typing and searching pull attention away
from focusing on the customer
• Real-time speech recognition can
automatically present contextually
relevant search results as the agent
speaks to the customer
21
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• Do side-by-sides with your agents and
watch how they work.
• Look for instances where they search for
information to determine the benefit of
adding speech recognition.
22
How can I get started TODAY?
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#4: Internet of ThingsFUTURE
“The interconnection via the
Internet of computing devices
embedded in everyday objects,
enabling them to send and receive
data.”
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IoT - Wearables
24
By 2020 more
than 30 billion devices
will be wirelessly
connected to physical
things
“
”
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/ IN
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Context
25
Why do WE care?
Convenience
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• Think about what use case scenarios
could be possible in your industry
• Focus on those with the highest impact to
context and convenience
27
How can I get started TODAY?
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Pew Research Social Media Fact Sheet, 2017
28
#5: Social Media and
CommunitiesNOW
69% of the public uses social media
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Your customers are talking TO you.
Your customers are talking ABOUT you.
Are you LISTENING?
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Listen Analyze
Engage Collaborate
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LISTEN for keywords and topics about
your organization, your competitors and
other industry topics across a variety of
media platforms.
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ANALYZE the aggregate set of
messages to find emerging issues and
trends
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ENGAGE with customers who require
customer service with the same
experience as traditional channels
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COLLABORATE with customers and
other employees around emerging
issues, popular topics and FAQs
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• If you don’t have a current social media
listening platform, run a keyword search on
top sites like Twitter and Facebook.
• If your marketing team already has a
listening platform, start a conversation
about how they are handling customer
service inquiries.
38
How can I get started TODAY?
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Summary
39
Bots and AISelf-ServiceSpeech
Recognition
Internet of
ThingsSocial Media and
Communities
© 2014 Verint Systems Inc. All Rights Reserved Worldwide.
© 2016 Verint Systems Inc. All Rights Reserved Worldwide.
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