omni-channel support: how to create a seamless … · create a seamless customer experience....
TRANSCRIPT
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OMNI-CHANNEL SUPPORT: How to Create a Seamless Customer
Experience
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SpeakerJennifer Karpus-RomainDirector of Marketing, Intelestream
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About Intelestream• Chicago-based CRM consulting
company• Founder - early SugarCRM
employee• 600+ CRM implementations• CRM experts and thought
leaders• Transportation/Logistics Experts
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What to Expect
• Define differences in multi-channel and omni-channel support
• Understand how to communicate to different types of prospects and customers
• Learn knowledge transfer best practices
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Let’s Play a Game!
Does Telephone Run Smoother as Adults?
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Not Convinced?
• 64% of consumers expect companies to respond and interact with them in real time
• 71% of consumers say that customer service provided 24/7/365 has influence on loyalty
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Channels of Communication
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Why Multiple Channels?
• 93% of buyers begin their buying process with an internet search.
• 86% of buyers are willing to pay more for a great customer experience.
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Personal Experience
We are now in constant communication with our friends, family and business contacts across multiple platforms, every day.
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Jen’s Personal Use Case
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Jen’s Personal Use Case
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Multi-Channel vs. Omni-Channel
• Many ways to interact with a brand
• Every channel is separate
• Consistent Experience• Interconnectivity • Seamless CX
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How Do We Manage This?
On a personal level, we all store the data in our brain, which for me, isn’t always reliable J
But what happens when the conversation is across multiple platforms, involving various people and different departments?
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CRM: 360-Degree View of Customer• Create centralized
location for all information
• Ensures easy note taking for sales and customer teams
• Integrate software systems as needed
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How Does it Help CX?
• Manage the RFP response process• View account shipment analytics• Collaborate with team members• Obtain a 360 customer view• Automate workflows• Steward customer data• Gamify the sales process
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Customer Loyalty Enhancement Tool
• Keeping in touch• Set reminders• Data collection/Customer
Records• Listen and relay customer
wants/needs
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How it Comes Together
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Customer Happiness Scale
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Omni-Channel in LogisticsRetail landscape evolution• Always Open Shopping Experience
RESULT: Shippers and logistics partners
need to keep up.
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Omni-Channel in Logistics
SOURCE: 2019 23rd Annual Third-Party Logistics Study
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Omni-Channel in Logistics
SOURCE: 2019 23rd Annual Third-Party Logistics Study
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How Do I Know Where My Customers Are/How They Want to Communicate?
Step #1:
ASK THEM!
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Demographic Information
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Mama Emoji
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How To Use Different Platforms Successfully
Positives:• Paper trail• Quick hit, non-critical
issuesNegatives:• Emotional cues lacking• Response Time
Positives:• Urgent Issues• Hear emotion in voice• No time gapsNegatives:• Wait times• Rely on proper
documentation
Positives:• Quick response• Automated optionsNegatives:• Difficult to manage
complexity
Email Phone LiveChat/SMS
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How To Use Different Platforms Successfully
Positives:• Great for prospect
communication• Fast and efficient • Chatbot optionNegatives:• Could lack personal touch• Not designed for lengthy
problem solving
Positives:• Voice, Video, Text• Direct line to customer• Integrate with other platformsNegatives:• Set up for team collaboration• Not everyone is used to
utilizing
Positives:• Informational resource• Self-service support optionNegatives:• Regular updates• Lack of personal touch
Facebook Messenger Slack Online Portal
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Let’s Try This Again
Does Telephone Run Smoother with Proper Documentation?
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Questions?
Jennifer Karpus-Romain234-208-6441Jennifer@Intelestream.netwww.Intelestream.net