inside customer experience--insights about today's connected consumer
Post on 17-Oct-2014
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DESCRIPTION
Learn more about the impact emerging channels has on customer relationships and brand loyalty.TRANSCRIPT
OPTIMIZING THE MULTI-DEVICE EXPERIENCE
IN TODAY’S MULTI-TASKING MULTI-DEVICE WORLD
PEOPLE WANT TO RESOLVE THEIR ISSUES ON
THE GO, VIA THEIR MOBILE AND TABLET DEVICE
AND IN BETWEEN TEXT MESSAGES
EVERY MOMENT OF HOLD TIME, HUNT
AND SEARCH TIME, OR IVR FRUSTRATION
WILL PUT CUSTOMER LOYALTY TO THE TEST.
IF NOT, THEN THEY ARENT AFRAID TO GOOGLE THE COMPETITION
• View insurance ID card
• View policy
• Pay your bill
• View discounts and coverage
• Quote adding a vehicle
• View driver and vehicle
information
• Update contact info
• View agent contact info
• Address questions, issues and
complaints
• View claims status
SELF-SERVICE MOBILE APPS
TEXT MESSAGE CUSTOMER SERVICE
CREATE A DIGITAL CONCIERGE
MONITOR THE SOCIAL MEDIA LANDSCAPE
IT’S NOT JUST FACEBOOK & TWITTER
CONDUCT PUBLIC FACING CUSTOMER SERVICE
LOG AND TRACK ALL
ENGAGEMENTS IN CRM
VIDEO AGENT
ANTICIPATORY CUSTOMER SERVICE
Micah Solomon, Author
High Tech, High Touch Customer Service
ANTICIPATORY CUSTOMER SERVICE “WHERE COMPANIES PREDICT CUSTOMER NEEDS AND PROACTIVELY ADDRESS THEM”
PREDICTIVE
ANALYTICS
DELIVER ACTIONABLE INSIGHTS AT THE POINT OF INTERACTION