the new way to a better customer experience · overcoming the digital disconnect, survey by cite...

The New Way to a Better Customer Experience

Amritesh Chaudhuri

80%Of adults use messaging apps

daily

7Channels customers use to

engage

61%Expect customer service on

social media.

Customers expect to engage on every digital channel

Meet today’s customerCustomers already engage on multiple channels

0800-331-0500Mobile App or website

Facebook Messenger

@Support Email

16,000 retail stores

Chat & Online Forums

Communication preferences have evolvedDigital transformation has changed how we interact with customers

Source : Ofcom Digital Day

Email

Phone

Video

Social

Text / Messaging

Traditional Consumers New Consumers

100%

80%

60%

40%

20%

0%

The impact of digital interactions on your Net Promoter Score

Teleperformance Presentation at Salon Strategie Client 2018, Paris

Hasn’t contacted

support

1 2 3 4 5 6 7 8+

31% 32% 33%

39%44%

48%55% 55%

71%

Channels

%

Customers have multiple digital identities

88% Of customers feel frustrated by

having to repeat their issues multiple times.

94%Of customers expect that they

shouldn’t have to repeat

themselves across channels.

Overcoming the Digital Disconnect, Survey by Cite Research

Messaging

In-app messaging

Live chat

Email

Communities

Consumer reviews

Social media

Agent

Agent

Agent

?

?

? ?

Agent

Agent

The complexity of modern customer engagementMultiple brands with multiple touchpoints

THE RISE OF DIGITAL SERVICE

The next wave of business messaging is comingApple, Facebook, and Google are doubling down on enabling C2B messaging

FacebookMessenger for Business

WhatsAppInstagram Direct

AppleBusiness Chat

GoogleGoogle My Business

RCS Business Messaging

AI must be at the core of modern experience

Incoming message Classification(Language, Intent, Sentiment, Skills…)

Routing

11 | © 2019 RingCentral, Inc. All rights reserved.11 | © 2019 RingCentral, Inc. All rights reserved.

The most advanced Intelligent Virtual Assistant

I’d like to fly to Paris on May 5th

Where is my package?

Can you check my credit card balance

Make customer service as easy as messaging a friend

C U S T O M E R

● Provide customers a choice

● Merge digital identities

● View behavior across channels

● Continue dropped conversations

Empower agents to create amazing customer experiences

• One platform to manage all digital channels

• Automated message classification

• Behavioral context

• Co-browsing

• Auto-suggested responses

• Last responding agent prioritisation

A G E N T

Gain visibility into agent productivity and performance

M A N A G E M E N T & A D M I N I S T R A T I O N

● Customisable analytics dashboard

● Unified reporting + live channel insights

● Agent productivity insights

● Custom SLAs by channel

● Supervision

● Net Promoter Score

Integrating digital channel management

< 2 hoursTraining for agents

50%Reduction Average response

time

6,000Agents

CHALLENGES

- Managing multiple siloed point products

- Limited number of digital channels supported

PRODUCTS

- Social, Messaging, Live-Chat, Email

- Integration with CRM

- Integration with Chatbot

- Integration with BI

Controlling the image of an established brand

€33.5BRevenue

1.7BTravelers per year

560Agents

CHALLENGES

- Brand image control issues

- Inability to allocate messages across multiple teams

PRODUCTS

- Social

- Messaging

- Email

- Community

TRANSPORT

z

ENERGYRETAILINSURANCEFINANCIALTELECOM

Trusted by the world’s bestSelect customers

GLOBAL SOLUTIONAI & OPEN PLATFORM MANAGEMENTDIGITAL

Intelligent Classification Engine

Machine-learning

Chatbots

Business Intelligence

Social

Messaging

In app Reviews

Email

Chat

Customisable analytics

Unified reporting

Easy channel implementation

Rapid deployment

VOICE

Inbound/outbound

Skills-based routing

Real-time reporting

Global Platform

Multi-Language support

The New Requirements for Customer Experience

YouTube

Google RCS

Be more effective and efficient in engaging with your customers Doing nothing is even more costly.

Bring all your channels together

X

Instagram

Google My Business

Apple Business Chat WhatsApp

Google Play

Bring your own channel

Lithium

vBullitin

Facebook

phpBB

In-app messaging in addition to push-to-web

Provide world-class response SLAs

Respond to posts on Messenger and Business Pages

Do more with what you have

App

WE

DI I ALSPEAK

Meet us at stand B104 and

get a free Google Home Mini.

THANK YOU