C.R.E.A.T.E SMART & EFFORTLESS OMNI-CHANNEL CUSTOMER SERVICELisa C. Teore

Sr. Director Audience Marketing

SAP

6 STRATEGIES FOR EFFORTLESS OMNICHANNEL SERVICE

1. CEO &

CULTURE

6. EFFORTLESS

3. EMERGING

CHANNELS

4. AGILITY2. REVENUE

5. TECHNOLOGY

1. CEO & CULTURE

“IT STARTS AT THE TOP”

IT’S RAISON D’ETRE OF EVERY ORGANIZATION: TO

SERVE THE CUSTOMER1.

IT IS SO BASIC, SO SUBTLE, AND YET SO POWERFUL1

Is serving the customer your company’s raison d’etre?

1. Michael Moaz - Gartner

2. REVENUE

START WITH THE END IN MIND.

74% OF CUSTOMERS HAVE SPENT MORE MONEY WITH A COMPANY

DUE TO POSITIVE CUSTOMER SERVICE

60% OF CUSTOMERS HAVE STOPPED A TRANSACTION DUE TO POOR

SERVICE

CUSTOMER GOODWILL IS THE ONLY ASSET YOUR COMPETITION

CANNOT UNDERCUT.

Is customer service at the heart of your marketingand the heart of your business?

3. EMERGING CHANNELS

Riddle me this, if grandma can video chat, shouldn’t your customer service teams?

CUSTOMERS EXPECT TO INTERACT WITH COMPANIES AND WITH

THE DEVICE THEY WANT.

THEY WANT TO COMMUNICATE ACROSS MULTIPLE CHANNELS

AND THE BUSINESS TO KNOW THE CONVERSATION IN EACH.

CUSTOMERS WILL CONTINUE TO DEMAND EFFORTLESS

INTERACTIONS INCLUDING NEW COMMUNICATION CHANNELS

SUCH AS VIDEO CHAT WITH SCREEN SHARING AND ANNOTATION1

1. Kate Leggett, Forrester

4. AGILITY

Service agility is a combination of knowledge+ empowerment + speed.

EMPOWER YOUR AGENTS, BRINGING DECISION MAKING POWER

CLOSER TO THE FRONT LINE.

CUSTOMERS INCREASINGLY EXPECT TO INFLUENCE THE WAYS

ORGANIZATIONS DEAL WITH THEM1.

TEAMS NEED BE ABLE TO QUICKLY RESOLVE CUSTOMERS’

ISSUES WITH KNOWLEDGE MANAGEMENT AND TEAM

COLLABORATION

1. Institute for Customer Service 2015

5. TECHNOLOGY

Make technology your team’s BFF.

MOST COMPANIES ARE BEHIND THE CUSTOMERS’ OWN PERSONAL

USE OF TECHNOLOGY.

INSIGHTS FROM CONNECTED DEVICES WILL TRIGGER PREEMPTIVE

SERVICE AS THE IOT IS NOW BECOMING A BUSINESS REALITY.1

CEOS AND LEADERSHIP TEAMS WILL INVEST DOLLARS,

TECHNOLOGIES AND PEOPLE INTO CUSTOMER SERVICE IN 2015.2

1. Kate Leggett, Forrester, 2015 2. Blake Morgan, Forbes 2015.

6. EFFORTLESS

TECHNOLOGY’S INHERENT PROMISE IS TO MAKE THINGS

EASIER

ENABLE REPRESENTATIVES TO EFFORTLESSLY RESPOND

TO TODAY’S DEMANDING AND BRAND FICKLE

CUSTOMERS.

OMNI-CHANNEL CUSTOMER SERVICE.

Your agents have a need for speed.Make it effortless for them.

OMNI-CHANNEL OUTPERFORM MULTICHANNEL CENTERS

Source: 1.. Aberdeen: The Smarter Way To Engage Customers Whitepaper 2014

Greater retention

rate1

Greater annual

revenue1

41% 24%

Smart, Omni-channel Customer Service => Happier Customers => Positive Impact to Revenue

Greater first call

resolution rate1

131%

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Lisa C. Teore | lisa.teore@sap.com | 650-852-3848 | www.sap.com/customerservice