High Performance Customer Self-Service

Agenda:

About PowerObjectsOur Speakers: IntroductionsOur High Performance Customer Care POV- Consumer Behavior- Omni-channel- Self-Service Channels Self Service Presentation

Minneapolis | Atlanta | Chicago | Cincinnati | Dallas | New York | Omaha | Philadelphia | San Francisco | Seattle | Toronto

Founded in 1993 – 300+ Employees

Over 850 CRM Customers Worldwide

We have been 100% focused on CRM since 2008

Largest Microsoft CRM Practice &

Largest Support Desk in the world

We have one of the most widely visited Dynamics CRM

websites in the world – including our blog and our free

online Dynamics CRM guidebook: The CRM Book

Microsoft Awards & Recognition

2015 Cloud Customer Relationship Management Partner of the

Year

2014 Microsoft Customer Relationship Management Award

Finalist

2014 Customer Excellence Award for Cloud Transformation

2013 Microsoft Dynamics CRM Partner of the Year

2013/2011 Inner Circle for Microsoft Dynamics

2012 Microsoft Dynamics CRM Partner of the Year

2009/2010/2011 Presidents Club for Microsoft Dynamics

About PowerObjects

Our Speakers:

Nikita Polyakov

PowerObjects

Practice Director, Mobility & Portals

Adam Borst

PowerObjects

Solution Specialist, Customer Care

Think about your last

Customer Service Experience…

Multi-channel support

can improve customer

satisfaction by 36%

Forrester Research

Evolution of Things… Consumers have more information to make informed decisions at the fingertips…

Consumer BehaviorIs driving an Omni-channel transformation Consumer Segments

One quarter of millennials will leave a company after one

bad experience. By the third bad experience, an astounding

82 percent of millennials will stop using a company.

Sixty-five percent of all consumers and 69 percent of

millennials say that they feel good about themselves and

the company they are doing business with when they

resolve a problem without talking to customer service.

Millennials switch between “laptops, smartphones, and TV

on an average of 27 times per hour.”

34 percent of millennials would rather have their teeth

cleaned and 26 percent would rather go to the DMV,

than speak with a customer service agent.

Omni-channel of things...

What channels do you consider as part of the “Customer Care” Center What kind of Omni-channel attempt will you make over the next year!

Which Channels will performance improvements be a priority over the next year?

Web Self-Service:

Mobile Web Service:

48.3%

31.7%

Self-Service Portals

60%

40%

MORE FAVORABLE VIEW OF THE

BRAND

Mobile-Responsive Traditional

90%

10%

CONSUMERS EXPECTING SELF-

SERVICE PORTAL

Portal No Portal

2015 Global State of Multichannel Customer Service Report)

Self-Service of things...Business Benefits• Proactively reduces support volume and repetitive

inquiries on high-cost channels

• Empower customer preference of online

information before escalating to assisted service

• Delivers consistent answers across multiple

channels (including social media and mobile)

• Creates more time for high-value customer

interactions

Customer Benefits• Allows customer access across mobile, social and

web experiences

• Provides 24/7 self-service access to information

• Increases first contact resolution and customer

satisfaction

• Provides real-time product and service updates

High Performance Self-Service Presentation

Adam Borst

PowerObjects

Solution Specialist, Customer Care

Our POV on Self-Service Portals

• Implement Customer Self-Service Portals that fit

the evolving lifestyle and channel preference today

• Invest into a single Portal platform that is mobile-

responsive from the start

• Measure, report and rate content on your portal

Relevant Next Steps – Webcasts of Interest

1. Why Omni-channel and CRM Must Be Symbiotic in Your Customer Care Center [Pre-recorded]

2. Tue Oct 27th Voice of Customer Understanding Customer Experience On the Go

Questions