eptica-azzurri: webinar improving the email customer experience
DESCRIPTION
TRANSCRIPT
![Page 1: Eptica-Azzurri: Webinar Improving the Email Customer Experience](https://reader035.vdocuments.site/reader035/viewer/2022081602/547e2d96b37959582b8b5460/html5/thumbnails/1.jpg)
Eptica. Transforming customer engagement for a multichannel world
Improving the email customer experience
![Page 2: Eptica-Azzurri: Webinar Improving the Email Customer Experience](https://reader035.vdocuments.site/reader035/viewer/2022081602/547e2d96b37959582b8b5460/html5/thumbnails/2.jpg)
Agenda
• About Azzurri• About Eptica• Email: Key fact and figures • Multichannel Customer Experience Study
2012• Email Management• Agent Knowledgebase• Knowledgebase Everywhere
![Page 3: Eptica-Azzurri: Webinar Improving the Email Customer Experience](https://reader035.vdocuments.site/reader035/viewer/2022081602/547e2d96b37959582b8b5460/html5/thumbnails/3.jpg)
Help organisations deliver quality service at lower cost
Advanced Voice recognition. IVR and self service
Desktop, CRM & ApplicationIntegration
AutomatePayments
(tax/fines/rent)
KnowledgeManagement(web/agents)
Presenceto findexperts
WorkforceManagement
QualityAssessment &
customer feedback
Recordingand Analysis
Advanced multi-media routing
Meet Compliance Requirements
Consolidate infrastructure
Put management in control
Optimiseinteraction flows
Implement effective channel strategies
![Page 4: Eptica-Azzurri: Webinar Improving the Email Customer Experience](https://reader035.vdocuments.site/reader035/viewer/2022081602/547e2d96b37959582b8b5460/html5/thumbnails/4.jpg)
Eptica. Global provider ofmultichannelcustomer
interactionsoftware
• Based in UK, France,Spain, Singapore
• Available in 26 languages• Gartner Web Customer
Service Magic Quadrant
![Page 5: Eptica-Azzurri: Webinar Improving the Email Customer Experience](https://reader035.vdocuments.site/reader035/viewer/2022081602/547e2d96b37959582b8b5460/html5/thumbnails/5.jpg)
• Banking• Insurance• Public Sector• Retail
• Travel • Outsourcers
400+ references worldwide
Specialist in:
![Page 6: Eptica-Azzurri: Webinar Improving the Email Customer Experience](https://reader035.vdocuments.site/reader035/viewer/2022081602/547e2d96b37959582b8b5460/html5/thumbnails/6.jpg)
Email: Key facts and figures
4 billion email accounts across the globe by 2015
Source: Radicati Group
90 trillion emails sent per year
294 billion emails sent per day
2.8 million emails sentevery second
![Page 7: Eptica-Azzurri: Webinar Improving the Email Customer Experience](https://reader035.vdocuments.site/reader035/viewer/2022081602/547e2d96b37959582b8b5460/html5/thumbnails/7.jpg)
Multichannel Customer Experience Study
![Page 8: Eptica-Azzurri: Webinar Improving the Email Customer Experience](https://reader035.vdocuments.site/reader035/viewer/2022081602/547e2d96b37959582b8b5460/html5/thumbnails/8.jpg)
Multichannel Customer Experience Study
![Page 9: Eptica-Azzurri: Webinar Improving the Email Customer Experience](https://reader035.vdocuments.site/reader035/viewer/2022081602/547e2d96b37959582b8b5460/html5/thumbnails/9.jpg)
Average response time...
Average response time: 9 hours, 35 minutes
39% gave an expected time of reply and then just 25% actually met their own timeframe
![Page 10: Eptica-Azzurri: Webinar Improving the Email Customer Experience](https://reader035.vdocuments.site/reader035/viewer/2022081602/547e2d96b37959582b8b5460/html5/thumbnails/10.jpg)
Eptica Customer Interaction Suite
![Page 11: Eptica-Azzurri: Webinar Improving the Email Customer Experience](https://reader035.vdocuments.site/reader035/viewer/2022081602/547e2d96b37959582b8b5460/html5/thumbnails/11.jpg)
Email channel transformed
• Smart Search + self-learning knowledgebase provide agents with best answer• Complete history of every interaction
Increased efficiency
First Contact Resolution
Average Handle Time 50% +
+--
Faster service, lower costs=
+
![Page 12: Eptica-Azzurri: Webinar Improving the Email Customer Experience](https://reader035.vdocuments.site/reader035/viewer/2022081602/547e2d96b37959582b8b5460/html5/thumbnails/12.jpg)
Intelligent workflow
Productivity gainat least 50%
Huge cost saving
+=
• One Multichannel Workflow brings all interactions into one multichannel workflow
• Single view of the customer • Improved efficiency
![Page 13: Eptica-Azzurri: Webinar Improving the Email Customer Experience](https://reader035.vdocuments.site/reader035/viewer/2022081602/547e2d96b37959582b8b5460/html5/thumbnails/13.jpg)
SMART Search
•Vital to drive fast, accurate answers on every channel•Increase adoption of Self-serve on web, Facebook, mobile•Unparalleled insight from the real questions customers ask
![Page 14: Eptica-Azzurri: Webinar Improving the Email Customer Experience](https://reader035.vdocuments.site/reader035/viewer/2022081602/547e2d96b37959582b8b5460/html5/thumbnails/14.jpg)
Contact Centre Self-serviceContact Centre Self-service
Customer satisfaction
Training time 20% + Average handle time Repeat calls
+-- Improved quality of service=
Improve agent productivity and FCR
![Page 15: Eptica-Azzurri: Webinar Improving the Email Customer Experience](https://reader035.vdocuments.site/reader035/viewer/2022081602/547e2d96b37959582b8b5460/html5/thumbnails/15.jpg)
Self-learning Knowledgebase
InboundCan I drive in France with this policy?
Outbound
Every interaction fine tunes the links between questions and answers
![Page 16: Eptica-Azzurri: Webinar Improving the Email Customer Experience](https://reader035.vdocuments.site/reader035/viewer/2022081602/547e2d96b37959582b8b5460/html5/thumbnails/16.jpg)
Agent Knowledgebase
• The agent tool kit (bottom panel) includes an integrated knowledgebase• Response templates are suggested, to help answer the inbound enquiry based on a meaning based analysis of the email• A single click inserts the content to the response panel
![Page 17: Eptica-Azzurri: Webinar Improving the Email Customer Experience](https://reader035.vdocuments.site/reader035/viewer/2022081602/547e2d96b37959582b8b5460/html5/thumbnails/17.jpg)
Customer Record
• The agent tool kit (bottom panel) includes a customer record• This can be integrated with CRM solutions• Customer data profiling can be used to customise the way a request is handled
![Page 18: Eptica-Azzurri: Webinar Improving the Email Customer Experience](https://reader035.vdocuments.site/reader035/viewer/2022081602/547e2d96b37959582b8b5460/html5/thumbnails/18.jpg)
Contact History
• All historic and pending requests, regardless of channel, are available for review
![Page 19: Eptica-Azzurri: Webinar Improving the Email Customer Experience](https://reader035.vdocuments.site/reader035/viewer/2022081602/547e2d96b37959582b8b5460/html5/thumbnails/19.jpg)
Email Management: The results are in...
Email response time reduced from 2 days down to 21 minutes
Email handling time reduced by 40%
Email handling time reduced by 50%
![Page 20: Eptica-Azzurri: Webinar Improving the Email Customer Experience](https://reader035.vdocuments.site/reader035/viewer/2022081602/547e2d96b37959582b8b5460/html5/thumbnails/20.jpg)
One knowledgebase for all channels
![Page 21: Eptica-Azzurri: Webinar Improving the Email Customer Experience](https://reader035.vdocuments.site/reader035/viewer/2022081602/547e2d96b37959582b8b5460/html5/thumbnails/21.jpg)
Knowledge Everywhere
Customer satisfaction
Huge deflection in contactEmails by 50% +Calls by 25% +
+-- Huge cost savings=
• Single solution can be deployed across the web, Facebook, mobile
• Smart search customers get accurate answers faster• One self-service: multi brand, multilingual, multi region
Key to bringing costs down in the contact centre
![Page 22: Eptica-Azzurri: Webinar Improving the Email Customer Experience](https://reader035.vdocuments.site/reader035/viewer/2022081602/547e2d96b37959582b8b5460/html5/thumbnails/22.jpg)
Knowledgebase Everywhere: The results are in...
Increased First Call Resolution for inbound queries, more efficient operations and greater customer satisfaction
Contact centre cost reduced by 40%
Calls reduced by 75% and emails dropped by 15%, despite a 30% increase in users.
![Page 23: Eptica-Azzurri: Webinar Improving the Email Customer Experience](https://reader035.vdocuments.site/reader035/viewer/2022081602/547e2d96b37959582b8b5460/html5/thumbnails/23.jpg)
Any Questions?
![Page 24: Eptica-Azzurri: Webinar Improving the Email Customer Experience](https://reader035.vdocuments.site/reader035/viewer/2022081602/547e2d96b37959582b8b5460/html5/thumbnails/24.jpg)
Eptica. Transforming customer engagement for a multichannel world
Thank you...
www.eptica.comwww.azzurricommunications.com