Download - 5 Tips For Productive Multi-channel Service
![Page 1: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/1.jpg)
1 PROPRIETARY &
CONFIDENTIAL
5 TIPS FOR PRODUCTIVE MULTI-CHANNEL CUSTOMER SERVICE
• Thank you for joining us. We will begin promptly at 8am
PT / 11am ET. The line will be silent until we begin.
• Audio is broadcasted through your computer (dial-in
option also available).
• Please use the Chat Panel for any questions.
![Page 2: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/2.jpg)
2 PROPRIETARY &
CONFIDENTIAL 2 PROPRIETARY &
CONFIDENTIAL
5 TIPS FOR PRODUCTIVE MULTI-CHANNEL CUSTOMER SERVICE
![Page 3: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/3.jpg)
3 PROPRIETARY &
CONFIDENTIAL
AGENDA • Importance of the Customer Experience
• The Five Tips:
1 Feed Your Knowledgebase
2 Right Channel Your Customers
3 Let Your Customer Choose (Sort Of)
4 Maximize First Contact Resolution
5 Create Great Agent Workspaces
• Measuring Your Success
• Conclusion
![Page 4: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/4.jpg)
4 PROPRIETARY &
CONFIDENTIAL 4 PROPRIETARY &
CONFIDENTIAL
IMPORTANCE OF THE CUSTOMER EXPERIENCE
![Page 5: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/5.jpg)
5 PROPRIETARY &
CONFIDENTIAL
BETTER CUSTOMER EXPERIENCES DRIVE REVENUE
![Page 6: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/6.jpg)
6 PROPRIETARY &
CONFIDENTIAL
BETTER CUSTOMER EXPERIENCES CUT COSTS
![Page 7: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/7.jpg)
7 PROPRIETARY &
CONFIDENTIAL
CUSTOMERS EXPECT YOU TO RESPOND ON SOCIAL
![Page 8: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/8.jpg)
8 PROPRIETARY &
CONFIDENTIAL
IMPROVE THE CUSTOMER JOURNEY
![Page 9: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/9.jpg)
9 PROPRIETARY &
CONFIDENTIAL 9 PROPRIETARY &
CONFIDENTIAL
FEED YOUR KNOWLEDGEBASE
![Page 10: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/10.jpg)
10 PROPRIETARY &
CONFIDENTIAL
TIP 1: FEED YOUR KNOWLEDGEBASE
• Focus on Dynamic Content
• 80/20 rule applies
• 80% of questions are answered by 20% of your content
• Outline workflow specifically around mission-critical, high
volume content
• e.g. New policies affecting customers, product recalls, new
products
• Find the balance between perfect and timely content
• Develop a workflow to drive continuous improvement
![Page 11: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/11.jpg)
11 PROPRIETARY &
CONFIDENTIAL
BUILD IT TOGETHER • Embrace social interactions & collaborative tools
• Collaborate, Collaborate, Collaborate
• Customers
• Partners
• Employees: Extend the contact center to the back office
• Extend content creation
• Wikis
• Blogs
• Forums
![Page 12: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/12.jpg)
12 PROPRIETARY &
CONFIDENTIAL
TIP 1 SUMMARY: FEED YOUR KNOWLEDGEBASE
Leverage your
knowledgebase
![Page 13: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/13.jpg)
13 PROPRIETARY &
CONFIDENTIAL 13 PROPRIETARY &
CONFIDENTIAL
RIGHT CHANNEL YOUR CUSTOMERS
![Page 14: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/14.jpg)
14 PROPRIETARY &
CONFIDENTIAL
PREFERRED CUSTOMER COMMUNICATION CHANNELS
![Page 15: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/15.jpg)
15 PROPRIETARY &
CONFIDENTIAL
OFFER CHANNELS TO MEET YOUR CUSTOMERS’ NEEDS
![Page 16: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/16.jpg)
16 PROPRIETARY &
CONFIDENTIAL 16 PROPRIETARY &
CONFIDENTIAL
WEB SELF-SERVICE: YOUR FIRST LINE OF DEFENSE • Is your Help Center easy to find?
• Does it offer answers to all your most frequently asked questions?
• Does it contain a
contextual escalation
path to live support?
• Is search prominently
featured?
![Page 17: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/17.jpg)
17 PROPRIETARY &
CONFIDENTIAL 17 PROPRIETARY &
CONFIDENTIAL
EMAIL WHEN TIME DOES NOT SEEM CRITICAL • Auto Acknowledgement
• Setting expectations
• Pointing to self-service tools
• Bypass Web forms
• Auto Response with auto-close • 100% accurate?
• Describe escalation methods
• Auto Suggest • Multiple questions
• Customer history or data
• Auto Delete • Thank you
• Customer history or data
![Page 18: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/18.jpg)
18 PROPRIETARY &
CONFIDENTIAL 18 PROPRIETARY &
CONFIDENTIAL
CHAT: LOCATION, LOCATION, LOCATION • Every page?
• “Contact Us” Page?
• Inflection Points?
• Proactive vs. Reactive
![Page 19: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/19.jpg)
19 PROPRIETARY &
CONFIDENTIAL
WEB CHAT BENCHMARKS
![Page 20: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/20.jpg)
20 PROPRIETARY &
CONFIDENTIAL 20 PROPRIETARY &
CONFIDENTIAL
TIP 2 SUMMARY: RIGHT CHANNEL YOUR CUSTOMERS • Proactively engage your customers
• Use analytics to determine whether or not to engage a customer
• Use metrics to create conditions and rules for candidates
• Rule and agent initiated customer engagements
• Leverage existing Web content during session
• Consider the customers device type (mobile, desktop, tablet)
• Teach agents the customer experience
• Use Chat Text and Page Push
• Data Collection
• Name
• Email Address
• Subject
• Hidden Data
![Page 21: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/21.jpg)
21 PROPRIETARY &
CONFIDENTIAL 21 PROPRIETARY &
CONFIDENTIAL
LET YOUR CUSTOMER CHOOSE (SORT OF)
![Page 22: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/22.jpg)
22 PROPRIETARY &
CONFIDENTIAL 22 PROPRIETARY &
CONFIDENTIAL
TIP 3: LET YOUR CUSTOMER CHOOSE (SORT OF)
![Page 23: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/23.jpg)
23 PROPRIETARY &
CONFIDENTIAL 23 PROPRIETARY &
CONFIDENTIAL
TIP 3: LET YOUR CUSTOMER CHOOSE (SORT OF)
![Page 24: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/24.jpg)
24 PROPRIETARY &
CONFIDENTIAL 24 PROPRIETARY &
CONFIDENTIAL
TIP 3: LET YOUR CUSTOMER CHOOSE (SORT OF)
![Page 25: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/25.jpg)
25 PROPRIETARY &
CONFIDENTIAL 25 PROPRIETARY &
CONFIDENTIAL
TIP 3: LET YOUR CUSTOMER CHOOSE (SORT OF)
![Page 26: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/26.jpg)
26 PROPRIETARY &
CONFIDENTIAL
TIP 3 SUMMARY: LET YOUR CUSTOMER CHOOSE (SORT OF) • On your Web site
• Home page
• In global navigation
• Help page - list channels in the order you want customers to use them
• Market channels in all customer communication
• Work with marketing to create a service awareness program
• Educate customers on the service options available to them
• Remind customers about available service channels whenever possible in:
• Newsletters
• Up-sell, cross-sell emails
• Direct mail
• Social marketing
![Page 27: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/27.jpg)
27 PROPRIETARY &
CONFIDENTIAL 27 PROPRIETARY &
CONFIDENTIAL
MAXIMIZE FIRST CONTACT RESOLUTION
![Page 28: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/28.jpg)
28 PROPRIETARY &
CONFIDENTIAL
SERVICE DELIVERY COSTS VS. TIME TO RESOLVE
![Page 29: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/29.jpg)
29 PROPRIETARY &
CONFIDENTIAL
FIRST CONTACT CLOSURE COSTS BY SERVICE DELIVERY MEDIUM
![Page 30: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/30.jpg)
30 PROPRIETARY &
CONFIDENTIAL
TIP 4 SUMMARY: MAXIMIZE FIRST CONTACT RESOLUTION
First contact
counts!
![Page 31: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/31.jpg)
31 PROPRIETARY &
CONFIDENTIAL 31 PROPRIETARY &
CONFIDENTIAL
CREATE GREAT AGENT WORKSPACES
![Page 32: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/32.jpg)
32 PROPRIETARY &
CONFIDENTIAL 32 PROPRIETARY &
CONFIDENTIAL
TIP 5: CREATE GREAT AGENT WORKSPACES • Provide access to 80% of needed information 80% of the time
• Customize workspaces based on agent skills
• Provide simple integration to data – CRM, invoices, billing, histories
![Page 33: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/33.jpg)
33 PROPRIETARY &
CONFIDENTIAL
TIP 5 SUMMARY: CREATE GREAT AGENT WORKSPACES
An agent workspace is a user interface which enables
an agent to perform customer interaction activities effectively.
• Flexibility – Map workspaces to business processes • Role-based user interfaces
• Channel-specific agent workspaces
• Controlled access to external data
• Productivity – Everything is one click away • Reduce number of clicks/keystrokes for navigation
• Single view
• Maximize screen real estate
• Manageability – Non-programmatic design & deploy • Drag & drop design
• Edit / read-only access
![Page 34: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/34.jpg)
34 PROPRIETARY &
CONFIDENTIAL 34 PROPRIETARY &
CONFIDENTIAL
MEASURING YOUR SUCCESS
![Page 35: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/35.jpg)
35 PROPRIETARY &
CONFIDENTIAL
CRITERIA FOR MEASURING SUCCESS • Transaction Completion Rate
• Deflection
• Positive Experience
• Repeat Use
• Increased Time on Site
• Conversion Rate
• Customer Satisfaction
• Revenue
• Web Traffic
• Still Yes to: AHT, FCR, SLA
![Page 36: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/36.jpg)
36 PROPRIETARY &
CONFIDENTIAL
WATCH OUT FOR COMMON OBSTACLES
![Page 37: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/37.jpg)
37 PROPRIETARY &
CONFIDENTIAL 37 PROPRIETARY &
CONFIDENTIAL
CONCLUSION
![Page 38: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/38.jpg)
38 PROPRIETARY &
CONFIDENTIAL
5 TIPS FOR PRODUCTIVE MULTI-CHANNEL SERVICE
1 Feed Your Knowledgebase
2 Right Channel Your Customers
3 Let Your Customer Choose (Sort Of)
4 Maximize First Contact Resolution
5 Create Great Agent Workspaces
These tips give you a new model for servicing customers
that will increase agent productivity, reduce cost, and
increase profit per interaction.
![Page 39: 5 Tips For Productive Multi-channel Service](https://reader033.vdocuments.us/reader033/viewer/2022052705/58e8a25b1a28ab291c8b61d9/html5/thumbnails/39.jpg)
39 PROPRIETARY &
CONFIDENTIAL 39 PROPRIETARY &
CONFIDENTIAL
THANK YOU
+1.800.474.1149
www.moxiesoft.com