Download - Transforming Customer Service at Avaya
Transforming Customer Service at AvayaQ1 2014
© 2013 Avaya Inc. All rights reserved. 2
In 2012, Avaya Set Out to Transform Our Company’s Culture of Customer Service.
We strive to “drink our own champagne,” internally adopting best-of-breedcustomer service practices.
Avaya is the undisputed global leader in contact center hardware and software.
(30.5% market share*)
30.5%
Everyone Else
Avaya
*Gartner Inc. Research 2012
© 2013 Avaya Inc. All rights reserved. 3
Phone call volume fell 48%
Self-service requestsare up by 103%
Customer satisfaction scores are up 12.9%
Our Net Promoter Score is up 60.5%
Ticket resolution improved 37%
75% of major issues resolved in less than 2 hours
83% of online chats resolved in less than 1 hour
Our gross margins are up 8.5%
39%
$
1
2
Within 12 Months, We Achieved Dramatic Results:
TICKET
© 2013 Avaya Inc. All rights reserved. 4
Avaya Knowledgebase
Avaya Support WebsiteWeb Chat
Browser-Based Interactions
Avaya DiagnosticServer
Emergency Recovery
Understanding OurCustomers
How Did We Do It?
© 2013 Avaya Inc. All rights reserved. 5
Resolved customer issues are documented in the Avaya Knowledgebase, for use by Avaya customers and engineers.
Avaya Knowledgebase
© 2013 Avaya Inc. All rights reserved. 6
We Add or Update More Than 2,500 Articles PerMonth to the Avaya Knowledgebase.
Avaya’s help videos (youtube.com/user/AvayaMentor) have been viewed more than 400,000 times (and counting).
The knowledgebase allows us to solve a problem once, so we can focus on solving new problems. Employees are satisfied when they can work on new technical challenges, rather than answering the same questions over and over.
© 2013 Avaya Inc. All rights reserved. 7
Avaya Maintenance clients type in questions to Ava (the Avaya Virtual Assistant), which is based on Avaya Support Website – Web Chat.
This is Ava.
Hi, I’m Ava.
Told ya she was Ava.
Ava – the Avaya Virtual Agent
© 2013 Avaya Inc. All rights reserved. 8
Ava provides immediate answers to more than 40% of initial queries.
Correct title
Ava searches the entire Avaya knowledgebase, as well as other sources for known solutions.
Ava is an intelligent, semantic search engine that understands questions posed
in conversational English.
40%
?
Ava – the Avaya Virtual Agent
© 2013 Avaya Inc. All rights reserved. 9
Multi-channel, lightweight, browser-based voice and video, which we use for Web Talk and Web Video.
Correct title
Hello.
Hello.
Browser-Based Interactions
A: Hello Bob, how can I be of assistance?
B: I’m having problems connecting to my Scopia room. Can you suggest what I might be doing wrong here?
A: Hello Mary, I see you’re having some difficulty starting a web conference. I’m happy to assist you today.
M: Thanks! I just have a few questions about...
© 2013 Avaya Inc. All rights reserved. 10
Or (in the near future) Web Video, powered byAvaya One Touch Video
Correct title
If Ava doesn’t find a known solution, she will bring a human agent into the conversation via:
Web Chat
Web Talk
Browser-Based Interactions
© 2013 Avaya Inc. All rights reserved. 11
For particularly complex issues, Avaya collaboration tools make it easy foragents to pull Avaya engineers into the client conversation, rather than transferring clients between agents.
Correct title
+YES
NO
Browser-Based Interactions
© 2013 Avaya Inc. All rights reserved. 12
So you don’t have to repeat yourself.
Correct title
Ava saves a detailed history of the client’s issue and any attempted resolutions. Saving…
Browser-Based Interactions
© 2013 Avaya Inc. All rights reserved. 13
High-speed, secure connectivity with our customers’ systems allow us to diagnose and resolve issues up to 50% faster.
Correct title
50%
Avaya Diagnostic Server
© 2013 Avaya Inc. All rights reserved. 14
Avaya agents leverage a host of Avaya-developed tools to accelerate remote troubleshooting.
Correct title
The Service Level Agreement Monitor (SLA MonTM) and Secure Access Link eliminate time-consuming investigation by monitoring Avaya systems and providing Avaya agents secure access to client systems.
Avaya Diagnostic Server
© 2013 Avaya Inc. All rights reserved. 15
Fast responses by a dedicated team of experts.
Correct title
++
+
Emergency Recovery
© 2013 Avaya Inc. All rights reserved. 16
The Avaya Emergency Recovery Team’s goal is to get 85% of outages up and running in two hours or less. We are currently solving 91% of outages in that time.
Avaya has cut time to resolution by 37% with innovative approaches to assessing problems. Engineers use outside-in and bottom-up diagnostic methods, which have proven very effective.
Emergency Recovery
91%
© 2013 Avaya Inc. All rights reserved. 17
Correct title
You’ll get personalized service from someone with deep knowledge about your business.
Understanding Our Customers
© 2013 Avaya Inc. All rights reserved. 18
Understanding Our Customers
The “Adopt a Customer” program lets Avaya employees gain more in-depth understanding of a client’s business.
Understanding our clients’ environments is an essential ingredient to providing an all-around excellent support experience.
© 2013 Avaya Inc. All rights reserved. 19
Key Takeaways
The result is better customer support, and better business metrics.
Automation enables employees to focus on the most challenging issues
Employees are more engaged with new problems to solve
Direct labor costs decrease significantly with automation
Frustration declines when employees don’t need to solve the same issues over and over
Customer satisfaction goes up because customers get the right answers, sooner
We’re measuring the outcomes we want to see, and investing in people, tools and automation to support those outcomes.