proactively engage your customers in every channel—without losing your mind!

1© 2016, Genesys Telecommunications Laboratories, Inc. All rights reserved.

PROACTIVELY ENGAGE YOUR CUSTOMERS IN EVERY CHANNEL—WITHOUT LOSING YOUR MIND!

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AGENDA

© 2016 Forrester Research, Inc. Reproduction Prohibited 3

Source: September 12, 2014 “The CIO’s Blueprint For Strategy In The Age Of The Customer” Forrester report

Customers Control the Conversation That They Have with Businesses


Onboarding

Driving adoption

Recognizing expansion opportunities

Manage The Customer’s Journey With Your Product During Their Lifecycle

Converting trials


Source: June 27, 2014 “What Drives A Profitable Customer Experience” Forrester report

Good Customer Experiences are Good for Business

Retentionloyalty

Enrichmentloyalty

Advocacyloyalty

The likelihood that a customer will keep existing business with the company

The likelihood that a customer will buy additional products and services from the company

The likelihood that a customer will recommend the company to others


Customer Engagement Should Be . . .

PAIN FREE PROACTIVE

PERSONAL PRODUCTIVE


Base: 299 decision makers in North America, UK, Ireland, Australia, and New Zealand responsible for customer experience, contact centers and/or proactive customer communication at their organizationSource: A commissioned study conducted by Forrester Consulting on behalf of Genesys, August 2016

70%

71%

72%

74%

75%

76%

76%

76%

77%

77%

82%

83%

New customer onboarding (e.g. tips, FAQs, preferences, etc.)

Payment authorizations

Product and account updates

Service outage notifications

Loyalty programs (e.g. special offers, rewards, points)

Emergency alerts

Fraud alerts

Sales promotions intended to upsell, cross-sell and/or win back existing or previous customers

Billing and payment reminders

Sales promotions directed at new customers

Customer satisfaction surveys (e.g. NPS, CSAT, CXi, etc.)

Appointment reminders and confirmations

What types of proactive customer communication does your organization send? Select all that apply per channel, results rolled up across all channels used

Average number of communication types sent:8.9

Apply a Variety of Proactive Communications Across Journeys


Delight Customers With Proactive Notifications


27%

29%

30%

31%

31%

36%

40%

36%

41%

36%

45%

Reduce the number of sales people in our organization

Reduce outbound call (contact) volume

More closely integrate with our contact center

Reduce the number of agents in your contact center

To use lower-cost channels (e.g. automated voice, text, email)

Improve the efficiency of your agents

Increasing efficiency by maximizing resource utilization

Enhance payment and collection efficiencies

Maximize the effectiveness of our sales and marketing …

Streamline customer journeys by eliminating need for …

Improve customer satisfaction by anticipating customer …

What are the main reasons your organization uses proactive customer communication? Select all that apply


Customer Satisfaction and Efficiency Drive Usage



Which of the following communications preferences do you offer to customers for proactive customer communication?

Select all that apply

3%

5%

40%

50%

53%

56%

Customers are not given a choice of communications preference, but they only receive if they opt in

Customers automatically receive communications without taking an action to opt in

Time of day

Frequency of contact

Content/notification type

Channel preference

And Empower Customers Through Choice



Which of the following benefits has your company received as a result of implementing proactive customer communication?

Select all that apply

20%22%24%27%27%29%29%29%31%

36%37%40%

Less inbound contact volumeHigher NPS scores

Unified customer history and reporting Agent productivity/utilization increaseIncrease in high-value inbound callsMore streamlined customer journeysIncreases in first contact resolutionCosts saved through automation

Agent cost savingsReduction in repeat callsIncreased overall revenue

Higher customer satisfaction

Benefits Include Higher Customer Satisfaction and Profitability…


Base: Decision- makers in North America, UK, Ireland, Australia, and New Zealand responsible for customer experience, contact centers and/or proactive customer communication at their organizationSource: A commissioned study conducted by Forrester Consulting on behalf of Genesys, August 2016

High

Low Absent We utilize customer information strictly on

individual, discrete channels

We make an effort to utilize customer information across channels with the intent of delivering personalized experiences, but gaps exist in channel integration which curb our efforts

Moderate

Mature

We integrate customer information across channels with the intent of delivering personalized

experiences, but do not take into account customer context

We merge contextual data about the customer with customer information to create a single, shared, and real-time view of the customer to provide similar experiences across all channels

Key Indicators of Omnichannel MaturityLevel

Ad hoc

Maturity Model of Proactive Customer Communication


Base: Decision- makers in North America, UK, Ireland, Australia, and New Zealand responsible for customer experience, contact centers and/or proactive customer communication at their organizationSource: A commissioned study conducted by Forrester Consulting on behalf of Genesys, August 2016

Proactive Customer Communication Maturity Model

20%

33%28%

19%

x Mature Moderate Ad hoc Absent x

Stages of Omnichannel Engagement Maturity


Base: Decision makers in North America, UK, Ireland, Australia, and New Zealand responsible for customer experience, contact centers and/or proactive customer communication at their organizationSource: A commissioned study conducted by Forrester Consulting on behalf of Genesys, August 2016

What impact has implementing proactive customer communication had so far on your organization’s ability to:

Increase conversion rates

Showing those selecting “crucial” or “high” impact

52%

53%

68%

74%

Absent

Ad hoc

Moderate

Mature

Mature Organizations Report Higher Levels of Benefits And Experience Increased Conversion Rates

Companies higher in the maturity model experience:

Higher customer satisfaction

Agent cost savings

Less inbound contact volume

Higher NPS score


› Secure leadership alignment and support for customer experience improvements

› Develop detailed current state customer journey maps with the associated analytical data

› Design the future journey map and project the impact of proactive customer communication

› Select a vendor who can support both current and future journeys› Selectively trial proactive customer communication, capturing the key metrics of success

› Maintain the gains and continually monitor for ongoing improvements

Recommendations

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CASE STUDY: LARGE UTILITY COMPANYGenesys Outbound Improves the Customer Experience for 75% of Surveyed CustomersChallenges• A large utility company which serves over 16MM people in the US wanted to proactively alert and update customers when they experience a service interruption

• Require ability to quickly send a large number of notifications as well as the ability gauge customer sentiment towards the program

SolutionGenesys Outbound integrates with their Outage Management System to:• Notify thousands of customers per minute via Outbound IVR• Capture preferences for follow-‐up alerts (i.e. Yes/No; Text/Voice; Daytime/Evening) which include cause and estimated restoral time

• Survey customers who received outage alerts and analyze results

Results• 90% listen to the entire outage notification• 75% surveyed had an improved customer experience during the outage• Less inbound calls during an outage

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TIPS AND RECOMMENDATIONS

Be proactive with your customer communications across a variety of outbound channels1

2 Look for opportunities to provide better customer experiences across the entire customer lifecycle

3 When building your business case, consider the impacts of improving satisfaction and efficiency gains

4 Recognize that maturity is not built in a day – It’s normal to become more sophisticated over time

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KEY REASONS TO UPGRADE YOUR OUTBOUND SOLUTION

More Demanding Customer

Expectations

“Mobile-‐First” and “Mobile-‐

Only” Consumers

Tightening Compliance Requirements

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Customer Opt-‐in Program

Outbound Expertise

Full Omnichannel Engagement

WHAT TO LOOK FOR IN A VENDOR

Outbound Channel Breadth

Self-‐Service Interfaces for Business Users

Agent Productivity Improvement

2020

ADDITIONAL RESOURCES

For more information, please visit: www.genesys.com

NEW ANALYST REPORT:Get the Thought Leadership Paper by Forrester

EBOOK:Read the Outbound Engagement Playbook

VIDEO:Watch Genesys Outbound in Action

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For more information www.genesys.com

Email: [email protected]

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Tweet us: #Gwebinar, @Genesys

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proactively engage your customers in every channel—without losing your mind!

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