service with microsoft dynamics crm 2016
TRANSCRIPT
Is your
Customer
Service
Making the
difference?
of consumers use web self-service to find
answers
76%
12%Decline in First Call
Resolution since 2009
27%Average annual agent
turnover rate 1. Forrester Research’s most recent North American Consumer Technographics Customer Life Cycle Survey 2014
2. 2014 Dimension Data Global Contact Center Benchmarking Report
3. The US Contact Center Decision-Makers’ Guide 2014
“Shifting the Loyalty Curve” Mitigating Disloyalty by Reducing Customer Effort by the Corporate Executive Board (CEB)
Low Effort High Effort
Likely to continue being a
customer
87% of low effort
interactions deliver higher customer loyalty
Stay agile
Earn loyalty
Empower agents
Earn loyalty
Empower agents
Stay agile
Personalized | Proactive | Predictive
Customer engagement
Omni Channel
Self-Service
Agent Enablement
Field Service
Knowledge
Service IntelligenceAgent ExperiencePhone
Chat
SocialCommunity
MessagingWeb
Video
Internet of Things
Cobrowse
Case
Management
Knowledge
Management
Business
Process
Voice of the
Customer
Service
IntelligenceMobile Field Service
Unified across self-service, assisted service
and field service.
Understand customer history, preferences
and voice of the customer to personalize
every interaction.
Leverage insights and resources to provide
individualized and consistent experiences
across channels.
Create a seamless branded experience
or unique portals for multiple brands from
a single deployment.
Minimize customer effort with targeted,
relevant service from anywhere on your
brand site or a 3rd party site.
Simple navigation to the right answers
and resources from any device, including
customer escalations to agent support.
Visual user interface delivers role tailored
experiences for tiered agents and support leads;
optimized to drive the next best action.
Manage cases faster and provide differentiated
levels of support with integrated knowledge,
SLA, scripting, workflow, entitlements
and recommendations.
Harness the knowledge of your peers with
Yammer and Skype.
Dispatch technicians using optimized routes and
skill based assignments to intelligently balance
workload and resources.
Provide service technicians with complete
customer insight, real-time guidance and
cross-team collaboration.
Manage more work orders and resources with
fewer dispatchers with innovations around cloud,
big data and mobility.
Typical 10-22% savings in fuel and
vehicle maintenance
Typical 5-18% more calls per week
Increase revenue, decrease costs
Average reduction of 2.5 tons per year, per tech
Eliminate paper
Deliver the right answers at the right time across
all service channels from a single source of truth.
Easily capture and author content from social
channels, service interactions and experts; publish
to the right audience and optimize for discovery.
Drive article efficiency and understand of how
knowledge is being used to eliminate escalations.
Fully customizable, interactive dashboards
provide real-time views of key service metrics.
Deepen customer insight and identify business
opportunities by tracking and correlating
customer satisfaction with service metrics.
Identify trends, explore what-if scenarios, and
forecast outcomes to reduce effort scores
(Power BI and Excel); improve agent
performance and identify best practices.
The interactive service hub delivers tailored application
experiences for agents and support team leads. Out-of-the-box
interactive dashboards let customer service managers analyze
agent performance.
Immersive knowledge experience in Case Resolution includes
KCS inspired workflows, versioning, translation support and
feedback
Rule-based, multi-channel enterprise feedback management
capabilities embedded into customer engagements.
Field Service completes the customer relationship loop by helping field employees sell to and service their customers.
