communicate series: engageone digital self service

EngageOne Digital Self-service

Lisa Sutrick, Managing Director Customer Engagement SolutionsAugust 18, 2016

Accelerate digital transformation to create unique customer experiences.

Digital Self Service: The real-time experience your customers demand.

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• Make it easy to pay bills, view correspondence and find the right information fast.

• Provide a consistent experience in print, web, mobile, IVR and SMS.

• Satisfy the growing number of customers who want to do more on the device of their choice.

Personalize each interaction.

• Use sophisticated analytics to engage customers proactively.

• Customer experiences in real time based on precise account and behavioral data.

• Show that you understand needs and increase response.

Deploy in a matter of weeks.

• Build on your current systems.

• Add new capabilities as needs evolve.

• Reduce costs and take the pressure off of call centers.

Strengthen relationships.

Pitney Bowes | August 18, 2016

Digital Self Service: Help your customers help themselves.

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40% of consumers said

they prefer self-service to

human contact for their

future contact with

companies.

Replace costly call-center activity.Provide digital access to accurate information and documents. Analyze online activities and proactively answer questions typically fielded by call-center agents.

Grow revenues with targeted engagements.Integrate data from various channels and platforms to inform every customer message. Screen prompts, invitations, information requests, offers and reminders are delivered automatically at key interactions.

Simplify complex, multi-product relationships.Makes it easy to sort, configure and manage even complex relationships, such as business accounts, with customized reporting options that eliminate manual work-arounds.


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The secret to world-class self service: Demonstrate to your customers that you value their time.

Smart ViewGive customers access to their entire communication history through a secure, personalized portal.

Smart BillOffer sophisticated account management tools that can add clarity, reveal trends and minimize customer service calls.

Smart PayMake it easier and more convenient for your customers to pay their bills online. Accept multiple forms of payment, including credit cards.

Timely notifications

Educational insights

Targeted offers

Compelling cross sell

> View video

Digital Self Service: A more satisfying experience.

FPO


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The secret to world-class self service: Demonstrate to your customers that you value their time.

Smart ViewGive customers access to their entire communication history through a secure, personalized portal.

Smart BillOffer sophisticated account management tools that can add clarity, reveal trends and minimize customer service calls.

Smart PayMake it easier and more convenient for your customers to pay their bills online. Accept multiple forms of payment, including credit cards.

> View video

Digital Self Service: A more satisfying experience.


EngageOne Smart View & EngageOne VaultEstablishing a digital presence by securely presenting critical customer documents

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EngageOne SmartView

• A secure portal provides instant access to customer documents

• For customers • For customer service

representatives

• Secure access adheres to privacy and regulatory compliance

• Secure presentation of communications archived in EngageOne Vault

EngageOne Vault

• High-speed archive storing all customer communications

• Supports regulatory compliance

• Provides secure means for digital transformation

• Integrates into internal and external facing systems


EngageOne Smart ViewEstablishing a digital presence by securely presenting critical customer documents

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• Digital opt-in to encourage digital shift

• Integrated Email and SMS notifications

• New communication

• Profile Changes

• Payment activities


EngageOne Smart BillFurther empowering customers with engaging and interactive bill navigation

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• Embed assets into an existing portal or be the portal

• List of accounts• Summary

• Provide robust interactive billing experience

• Drill downs & analysis

• Interactive charting

• in-bill help

• B2B support for

• Hierarchical structures

• Reporting and analytics


EngageOne Smart PayComplete the transaction digitally with flexible bill payment options

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• Rich payment capabilities

• Pay Wallet

• One time payment

• Recurring payments

• Full payment history

• Hierarchical billing structure supporting B2B operations

• PCI/DSS compliant

• Pre-integrated with Cybersource, ogone, Chase, authorize.net

• Reconciliation with authorization and settlement process



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• Pay Wallet










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• Pay Wallet










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• Pay Wallet









Enriching Digital Self-Service

13Pitney Bowes | August 18, 2016

Automated, best-next-action decisioning:Show your customers that you know them in every interaction.

Inject highly personalized content including offers, notifications, invitations and alerts in every communication by understanding prior interactions

• Real-time scoring

• Automated decisioning

• Best-next-action

• Location analysis and context

Pitney Bowes | August 18, 2016 14

EngageOne® Video: Engagement. Evolved.Differentiate your brand and increase engagement

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Create 1:1 customer interactions.

Real-time personalized video content specifically addresses each individual customer and his/her needs.

Achieve compelling results.*

• More clicks.• Longer view times.• 98% positive response.• $MM in incremental sales.

*Examples of results from companies using EngageOne Video.

Drive interactive two-way dialogues.

Actively engages customers letting each one define his or her own video journey in real time.


Increase success.

+25%

on-time payments* +44%

Boost in sales*

When you embed Interactive Personalized Video, you can drive powerful results.

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Onboarding

Major health insurer explains summary of benefits and coverage.

Real results:

• 50% open rate• 75% view entire video and answer 4 question survey• 12% reduction in benefit related calls

Service

Leading telco explains its bills to customers before they ask.

Real results:

• 24% increase in on-time bill pay • 32% reduction in bill-related calls

Customer education

P&C insurer educates its customers on home insurance coverage.

Real results:

• 2.5X the average open rate• 2X+ the average view time• 5% increase in renewals


Identify high-value prospects.

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Pitney Bowes is helping

organizations deliver

unique customer

experiences while

accelerating their digital

transformation.

Find out what we can

do for your business.

Locate customers and enrich customer insight.

Communicate value at every touchpoint.

www.pb.com

[email protected] Bowes | August 18, 2016

http://www.pb.com/

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Aug 25 EngageOne Communication Suite 4.3

Sept 1 Focus on EngageOne Digital Designer

Sept 8 Transform with EngageOne Digital Delivery

Sept 15 What's New in EngageOne Video 2.0

Communicate Webcast Series


https://pbinsightevents.webex.com/pbinsightevents/onstage/g.php?MTID=e7930ce3fdc5801e794f162769a5d583f

https://pbinsightevents.webex.com/pbinsightevents/onstage/g.php?MTID=e27ae5fed870753afc1a52d1d9c2f9c9d

https://pbinsightevents.webex.com/pbinsightevents/onstage/g.php?MTID=e563f8123ec6291e45ff6056ac7150018

https://pbinsightevents.webex.com/pbinsightevents/onstage/g.php?MTID=e6dd6f312e2f466c92f2a6fb7f88b95a4

communicate series: engageone digital self service

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