the new way to a better customer experience · overcoming the digital disconnect, survey by cite...
TRANSCRIPT
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
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
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
- 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
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
Google My Business
Apple Business Chat WhatsApp
Google Play
Bring your own channel
Lithium
vBullitin
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