eliminate customer frustration across all...
TRANSCRIPT
Chad HendrenDirector, Solution Innovation
Eliminate Customer Frustration Across ALL Channels
AGENDA
Today’s Focus: Live Demo of How to Create Engaging, Omni-Channel App
Industry-wide Challenges Delivering CX and Achieving Desired Business Outcomes
Navigate vs. React: Any Channels, Any Events, Any Actions
Define and Refine Rules of Engagement and Actions
Manage CX and Business Results as ONE Process
View Reports and Analytical Data to Continually Improve
Customer Satisfaction is Critical
A survey of 13,000 found that
More than 50%of U.S. consumersleft a company due to poor customer service
How much loss did this cause?More than
$1.3 Trillion
of consumers who begin their journey on the web complete an interaction through live service58%
Multi-Channel is the New Normal
of organizations do not have a solution to navigate consistent Customer Experience across departments and channels.95%
Customers Expect Easy Service;Businesses Expect Efficient, Cost-Effective Service Delivery
Customers demand digital channels, but…
Voice is the preferred, RIGHT channel for complex issues
Customers will engage in potentially WRONGchannels if not navigated to the best channels for their journey
Businesses are aware of:
Channel solution silos
Lack of continuity of information
Inability to navigate customer journeys to optimize both the Customer Experience and Business Outcomes
Awareness of the Challenges
Quite simply: Because they can
The channels are offeredand available
There is no proactive navigation to the best channel
Channels are still operated as silos
Why Do Customers Use Multiple Channels?
How many of you have multiple channels in
your business?
Recognize the customer’s needs
Proactively engage the customer
Give businesses the ability to navigate the journey rather than enabling customers to engage “randomly”
Remove frustration for customers and higher service delivery cost to the business
Identifying the Moments of Opportunity is Key
“If you were waiting for the opportune moment, that was it” Captain Jack Sparrow
Expectation Hesitation Frustration
Missed Opportunity
Businesses require:
Easy to integrate to existing solutions/systems
Navigate vs. Reaction: any channels, any events, any actions
A powerful, yet simple UI for business users to: Define/refine rules of engagement and actions
Manage customer experience and business outcomes as one process
View reports and analytical data to continually improve
Recognize and Act at the Opportune Moment: VHT Navigator
Capture Events, Transactions, Data Points from any Source
Apply Rules and Take Action – directly
Analyze to See the Customer Journey, Resulting Actions to Navigate
VHT Navigator
VHT Navigator is Channel, System, Platform Agnostic: Enhance Your Existing Investments
To achieve best results, you need to be able to
Capture Events
“Event” is a term used to describe what is happening
in any of your Customer-Facing Channels, Back-end Applications, or Third Party systems
Step One: Define the Rules of Engagement
ATM transaction
Web activity Account login
Check latest transactions
Shopping Cart Activity
Mobile App Activity
IVR / Agent Interaction
Fraud Alert
Policy Nearing Expiration
Claim Status Change
Promotion Sent
New Services Started
Any Event from any Channel or System
OVERLAY and UNIFY Your Existing Investments
What Are Some Events in Your Environment?
In today’s growing digital channels environment, additional ID keys may need to be added on an ongoing basis:
Device ID Association
Ensure solutions are future-proofed for consuming additional ID keys without costly rebuilding of data structures.
Step Two: Identify the Customer, Leverage WhatWe Know About Them, and Take Action
Identification status is important to navigating the customer to the right customer journey
Are they authenticated with voice biometrics?
Leverage Authentication Status: Anonymous, Identified, Authenticated
Customer value
Subscription level
Leverage Customer Segmentation
Loyalty program
Length of membership
Etc.
SMS
Mobile App Push
Personalized IVR
Update CRM
Tweet or FB Post
Trigger Workflow
Offer Incentive
Click to Callback or Chat
Any Actions Across Channels or Systems
Use the Channels You Have – More Effectively
What Are Some Actions You Take Across Channels?
Step 1: Capture Events from Any Source and Define Rules of Engagement
(When to Start!)
Step 2: Leverage What We Know and Take Action
Step 3: AnalyzeResults and Optimize Strategies
Quick Demo! Who Wants to Give me a Scenario to Build?
Step 3: Analyze and Continually Improve
Analyze and Continually Improve
Out of the Box from our Web to Voice Use Case
Analyze and Continually Improve
Out of the Box + Customized
Perspectives with Drill-down
VHT Navigator is non-disruptive to install, integrate, and maintain, now and in the future
Easy-to-Use Interface to Manage ALL Channels as One
No rip-and-replace of existing investments; leverage them
Take Action from a centralized solution one step at a time; no need for ALL platforms to conjoin immediately
Scalability: hundreds of transactions per second on day one; no limit as growth demands
Summary of Navigator’s Omni-Channel Capabilities
How many of you have Co-Browse or Screen Sharing? Navigator Can Manage Multi-Modal Applications
