mobility - a customer self service party in your pocket (or purse)

MOBILITY –A SELF-SERVICE PARTY IN YOUR POCKET… (OR PURSE)

Tobias Goebel

Voxeo

@tpgoebel

#mobilecx

© Voxeo Corporation© Voxeo Corporation© Voxeo Corporation

Multi-Channel Service

Today’s customers traverse multiple (self-service) channels until they decide to reach out to a human for help

Company’s Website

Company’s (Web) App

Contact Center:Chat & Talk

Contact Center:Chat & Talk

Web Search

Web Search

Social Networks

Social Networks

Email, Fax, …

…

Email, SMS, …

@tpgoebel#mobilecx

?Issue

Disconnect


Mobile Customer Experience

There’s more to mobility than just

“There’s an app for that!”

@tpgoebel#mobilecx


Vendor Landscape – before Mobility RevolutionResolution

Time

Service Channels

Chat

Web

Email

IVR/Voice

Self-Service Contact Center?

Issue

Vendors AVendors B

Vendors C

@tpgoebel#mobilecx


Social

Apps

Chat

Web

Email

IVR/Voice

Vendor Landscape – after Mobility Revolution


Resolution

Time

Issue

Vendors B

Vendors C

Vendors D

Vendors E

Vendors A

Mobility Revolution has createdcluttered vendor landscape

@tpgoebel#mobilecxService Channels


Social

Apps

Chat

Web

Email

IVR/Voice

Vendor Landscape – How it Should be


Resolution

Time

Issue

Vendors A

@tpgoebel#mobilecxService Channels


#CustServ Macro Trends@tpgoebel


Solution: Multi-Channel Platform@tpgoebel


Design Once, Deploy Anywhere

... Please make your choice: Service plan manager, contact data, billing, or support.

IVR

Texting(SMS, Twitter,

FB, Chat)

Mobile Web/Apps

@tpgoebel


IVR & Contact Center: Solve the Disconnect

Hello and welcome back to Prime Insurance!

Please enter your account

number.3 – 5 – 7 – 0 – 8 – 7 – 1

Thanks. I can see you have an open claim in our

system. Would you like to talk to an agent about this?

Yes please!

Good afternoon Mrs. Myers. I can see you are calling in to hear

about your latest claim…

@tpgoebel#mobilecx

“CTI”


App & Contact Center: Solve the Disconnect

Click-To-Talk Context-sensitive, in-app phone

experience• Do NOT leave app to make phone call

into call center. Seamless experience

Send context of transaction history to agent via “CTI” bridge

Call volume concerns?Only offer button… • …to valued customers

• …to those that have tried self-service already

• …if queue status permits

@tpgoebel#mobilecx


Main Challenge

DB

ERP

CRM

Common Access

Connector

@tpgoebel#mobilecx

Challenge for successful multi-channel support:Cross-Channel CRM


Get Cross-Channel Reports & Analytics@tpgoebel#mobilecx


No one Channel to Rule Them All…

Confirm via SMS

Switch channel to perform more complex transaction

Backend generatesreminder

Use Channels for what they are best suited for

@tpgoebel#mobilecx


Can you rent a car in 13 seconds?

Twitter and SMS are the most convenient self-service channels out there

@tpgoebel#mobilecx

Store customer’s Twitter ID in customer profile


Personalize your Portals

. . .

Not all customers are equal...

...but when it comes to self-service, we sometimes still treat them all the same

@tpgoebel#mobilecx

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Personalization: Why?

Improve Caller Experience

Up-Sell and Cross-Sell

Lower Maintenance

Costs

Optimize thru Reporting and

Analytics

Increase Automation

@tpgoebel#mobilecx


1:1 Personalization

• Account-specific announcements

• Relevant menu choices• Remember last transactions• Shortener or longer dialogs• ...

Group Level

• Customer segment• Customer value• Language preference• Address or region• ...

Wie ich sehe haben Sie kürzlich einen Schaden gemeldet.

Unsere Schadensabteilung wird sich bald mit Ihnen in Verbindung setzen…

Personalization on different levels

It seems like you are calling in again to transfer money from

your checkings to your savings account?

I can see you were trying to book a car using our app, but could not complete

that transaction. Would you like to speak with an agent?

We are aware of an outage in your area. Would you like to

retrieve a call when power has been restored?

@tpgoebel


Application Lifecycle Management

VoiceObjects Analyzer

Grammar IDE

Debugger, Trace Viewer, Phone-less testing,Load Testing

Project Documentation

Storyboard Manager

VoiceObjects Desktop

Control Center


Address Security Concerns@tpgoebel#mobilecx

CONTACT

TOBIAS GOEBEL

SR. SOLUTIONS ENGINEER

[email protected]

@TPGOEBEL

mailto:[email protected]

mobility - a customer self service party in your pocket (or purse)

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