Age

Piotr MERKEL

Mobilein theService Customer

Some thoughts & conclusions while discussing the efficient customer service model

the customer service

Customers 2

the way

YOUR

think about

do

Customer services

Contracts

Billing & Invoicing

Payments & Collection

Inquires

create a number of problems, that turn into increasing number of inquires & claims to be handled

Claims

utilizing traditional channels, based on traditional model

!!!

!

3

Inquires

generate higher cost both direct and indirect on every stage of the process: handling, processing and responding

$$$

Contracts

Payments

Invoices

Claims

4

Customer services utilizing traditional channels,

based on traditional model

only 5% of the portfolio uses the e-service channel

• Investing in web portals • Migrating customers to remote channels • Employing payments schemes & methods • Introducing automated transactions • Creating self-service products • …

Companies try hard

real impact

5

Klientów

paying the bills is quite complicated

I cannot follow their logic

nobody can track my payments

they change accounts often

they want me to send a letter

problem to address the problem

it’s a complete mess

Customer’s

routine*

official language makes me sick

I feel lost !!! dayily

6*An actual blog post from Polish actress, who describe her experience with customer services: payments, inquires & claims. Even she assumes herself modern & computer literate !!!

… they say, it will be like heaven

mobile modern simple intuitive automatic single point of contact

7

wentwrong

What

8

?

experience

difficulty discomfort embarass irritation

design

easy natural intuitive comfortable

Designing the

9

Customer Journey

with mobile experience GOOD

How to bring

10

✨

1. Ask your Customer2. Design the process3. Develop the App

4. Allign your organization* 5. Enjoy the success*

11

*we are not to cover these in here ;-)

does he need WHAT

CustomerAsk Your

try to

WHY understand

12

Identity

These days my smartfone is my ID card.

natural & easy verification automatic data fill-ins security by design & procedures applying the existing standards & procedures (incl 3rd Parties)

13

Invoices

I want my bills to appear automatically, with Key Info/Details presented in a simple form.

Key Info & Data to be presented existed standards & mechanisms for automated distribution sort & search engine connected to the cloud (eg, for bill image)

14

Payments

I want my bills to be paid with a single touch, while the pre-processing should be automated.

automated fill-ins on transaction smooth integration with transaction system reliability & security simple and clear notification on effect („receipt”; „proof of payment”)

15

Inuires

Communicating my supplier should be easy & natural, like conversation, chat or text.

automatic customer details fill-ins automatic „case/problem” details fill-ins short reaction time (reception & answer) clear status & effect communication conversational dialogue (me vs you/ Q&A)

16

Offerings

New Offerings should be personal and presented in a simple form; if accepted - the details should follow.

Offerings: key details only pre-acceptance => more details available full set-u & configuration by Customer (what, when, under which condition)

17

Process

use the existing systems apply the accepted standards reduce the number of steps; simplify be intuitive and user friendly provide end-to-end UTILITY

Let your process follow the natural behaviour of the user. Make it simple: less is more ;-)

18

& challenges

MOBILE APPS

possibilities ! 19

Addressing the needs of the User

ReliableEngaging

User friendlyBeautifull

Practical

IntuitiveMinimalistic

http://fp20.org/top-3-cechy-dobrej-aplikacji-mobilnej,1278

☺

The „good” app

20

😀

🎯

😍👍

'

💥

😍 ☺

😀 💥👍'

Contracts

Billing & Invoicing

Payments & Trans.

Inquires

Full potential …

In a recent study, McKinsey found that revenues grew 10-15% with a 20% customer satisfaction increase when companies focused

on journeys rather than solely looking at individual interactions.

21http://www.slideshare.net/McK_CMSOForum/customer-experience-journey-webinar-v10-091713

Claims

Single app = single Control Panel Full scope of customer services

usability

☯ All My Suppliers

Universal identity Simple, intuitive, natural UI Common standards apply (invoices, transactions, inquires, offerings)

in a single place

22

The ULTIMATE

Mutual benefits

SUPPLIER Cost & Resources Optimization Flexibility while Designing the services Efficient communication channel with Customer The Added value (customer service is a piece of cake)

CUSTOMER In control with all the bills and customer issues Communication and payments that follow the mobile way of life Easy to use - minimum effort & no negative experience Comfort & satisfaction with everyday use

23

Mobile customer service

limited number of errors & faults improved satisfaction readiness to selfceare the real usability

significant increase of number

that follows your style

24

of customers in remote channels

significant increase in net profits significant increase in NPS /CSI

… still there are some too busy to follow …25

Don’t wait !!! Be mobile !!!

Piotr Merkel Managing Partner

ul. Jerozolimskie 96 00-807 Warszawa +48 504 742 944

piotr.merkel@iqmart.pl

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