turbocharge your stalling digital strategy · guide customers to the. recommended channel. guided...
TRANSCRIPT
Michael HaistenPrincipal Consultant, Intelligent Self-Service [email protected]
Matthew StormProduct [email protected]
Self-Service 2.0:Turbocharge YourStalling Digital Strategy
• Build an app• Chatbots• Improved IVR• Social Media• Customer Portals
Self-Service Journey 1.0
Channel Adoption Channel Preference
3McKinsey US Digital Customer Experience Survey 2016, N= 2250 (Video), based on survey question(s) RJ2A, CP2Includes contact via: Website, Chat, App, Online agent, Online forum, Social media, Email and/or Text
Call center (live agent) IVR Physical Store
Customer Usage 68% 7% 4% 21%
Customer Preference 45% 8% 6% 41%
Digital Channel
23% more customers call into a live agent than actually
prefer doing so
On the other hand, 20% more customers would prefer to use digital channels than
actually do today
Why does self-service lag preference?Is self-service even available?Self-Service Availability on Chosen Channel
Do customers know it even exists?Customers’ Aware of Service Availability
Can customers see features they need?Ease of Discovering required Functionality
Will it solve the customer’s issue?Self-Service Resolution
And what if it doesn’t solve their issue?Seamless Escalation to Assisted Service
Guide Customers to theRecommended Channel
Guided Self-Service toSimplify Discovery
Personalize Self-Service in the Moment
Connect ChannelsAs Needed
Invest and Make Self-Service Available
START
FINISH
Quick Polling Question
We clearly understand which channels our customers prefer.
What if we don’t get it right?
Salesforce.com – State of Service Report
Where do we go from here?
AutomatedVoiceInteractions
MobileApps
MobileAlternatives
LiveInteractions
MultimodalExperiences
ConversationalAssistants
MobileApps
• Users typically spend 96% of their time using their 10 favorite apps…
• By 2019, 20% of brands will stop using mobile apps and instead invest in building a presence in consumer messaging apps
StatisticaGartner
MobileAlternatives
• Growth predicted between 2017 and 2022: - Visual IVR – 50x growth – from
0.1% to 5% usage- Co-browsing – 20x growth –
from 0.1% to 2% usage- Video Chat – 7x growth - from
0.3% to 2% usage
• By 2021, more than 50% of enterprises will be spending more per year on bots than traditional mobile app development
Gartner
LiveInteractions
• Contact Center Channel Growth• Phone - 1.6% increase• Websites - 13% increase• SMS - 18.5% increase • Web Chat - 32% increase• Video Chat - 25.7% increase• Social Media - 8.9% increase
• Customers are searching – 74% of FedEx customers use another channel before calling
(N. de Kouchkovsky CaCube Consulting)Dimension Data
ConversationalAssistants
• Use of virtual customer assistants (VCAs) will triple through 2019
• Customers may lead a community-based revolt against corporate chatbots and 60% of bots don’t have an escalation path
• Things to consider:• Best of breed NLP• Low-code designer• Escalation with context
Most Bots weren’t conversational and didn’t drive customer outcomes
Business led design can help drive agility and scale
Bots learn from your best customer interactions
Conversational Assistance Maturity
You are here
GartnerForrester
AutomatedVoiceInteractions
• 200x growth for AI driven conversational IVR predicted between 2017 and 2022 –0.05% to 10% usage
• By 2023, customers will prefer to use speech interfaces to initiate 70% of self-service customer interactions, rising from 40% today
Gartner
Multimodal Experiences
• While speech is a hot channel, does it really stand on its own?
• Disparate strategies across channels, vendors and business units pose challenges to a creating multimodal or omni-channel experiences
Drive awareness to self-service without the use of a mobile app
Enhance Voice-Assisted Apps with a visual experience Reduce customer effort with true multimodal
experiences Invest in the escalation / connect the channels Personalize experiences through AI-enabled,
conversational chatbots Increase business agility through a low-code, design
once approach
Self-Service Journey 2.0
Drive awareness to self-service without the use of a mobile app
Enhance Voice-Assisted Apps with a visual experience Reduce customer effort with true multimodal
experiences Invest in the escalation / connect the channels Personalize experiences through AI-enabled,
conversational chatbots Increase business agility through a low-code, design
once approach
Self-Service Journey 2.0
Demonstration
GOAL: Automate customer interactions and reduce agent activity/effort by 80%, while achieving sales growth of 25%
RESULTS: Within one week, achieved 77% reduction in email and 41% reduction in phone calls
Logistics
Retail
GOAL: Reduce call volume and effort while improving customer satisfaction and cutting over $4M annually from their budget
RESULTS: Overall 70% reduction in customer effort across 4 lines of business, 11% increase in self-service, and $4.5 million saved annually
GOAL: Reduce call volume and achieve maximum ratings for customer satisfaction
RESULTS: 63% reduction in call volume with a significant improvement in CSAT scores
GOAL: Drive digital adoption to further enable self-service.
RESULTS: 24% reduction in inbound call volume to the contact center
Technology
FinServ
REFLECT on existing self-service strategy
and identify gaps
Help customers FIND the channels you have
Help REDIRECTcustomers to preferred
channels
USE channels more effectively
MEET customers in the channel of choice
Turbocharged Self-Service
Self-Service Assessment Decision Guide for Intelligent Self-Service Customer Journey Mapping Coffee and Conversation
Thank you!