Social  Services  in  a  Mul/  Channel  World  

Brad  Benne(  @bradbenne(  Innova.ons  Architect  EMEA,  Genesys  

©  2013,  Genesys  Telecommunica.ons  Laboratories,  Inc.  All  rights  reserved.  2    

The  Perfect  Storm  

Mobile   Social  Media  

The  Mobile  Social  Experience  

©  2013,  Genesys  Telecommunica.ons  Laboratories,  Inc.  All  rights  reserved.  3    

Witnessing  Va/can  History  in  2005  

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©  2013,  Genesys  Telecommunica.ons  Laboratories,  Inc.  All  rights  reserved.  4    

Witnessing  Va/can  History  in  2013  

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©  2013,  Genesys  Telecommunica.ons  Laboratories,  Inc.  All  rights  reserved.  5    

Messages  

Addresses  &  Descrip.ons  

Notes  

Phone  

Wikis,  blogs,  URLs,  forums,  customer  reviews  etc.  

Email  

Instant  Messaging,  Video,  Review  apps  etc.  

Social  Media  

©  2013,  Genesys  Telecommunica.ons  Laboratories,  Inc.  All  rights  reserved.  6    

Google  Glasses  

Another  Disrup/on    

©  2013,  Genesys  Telecommunica.ons  Laboratories,  Inc.  All  rights  reserved.  7    

Coping  with  Mul/ple  Channels  

•  Channels  are  mul.plying  •  Companies  are  struggling  to    

meet  this  expecta.on  

©  2013,  Genesys  Telecommunica.ons  Laboratories,  Inc.  All  rights  reserved.  8    

Most  Consumers  Use  at  least  3  Channels  to  Engage  

25% of consumers use 1 or 2 channels

52% of consumers use 3 or 4 channels

22% of consumers use 5 or more channels

3 channels 4 channels 5 or more channels 1 channel 2 channels

N=8,000

74% use at least 3 channels

Source: Ovum

©  2013,  Genesys  Telecommunica.ons  Laboratories,  Inc.  All  rights  reserved.  9    

Customers  See  One  Conversa/on  

• Customers  want  service  that  is…  

•   Convenient  •   Context-­‐based  •   Personal  

• …regardless    of  channel,  throughout    their  en.re  conversa.on.  

©  2013,  Genesys  Telecommunica.ons  Laboratories,  Inc.  All  rights  reserved.  10     ©  2013,  Genesys  Telecommunica.ons  Laboratories,  Inc.  All  rights  reserved.  10    

S/ll  Managing  Channels  in  Silos  

• Customers  leave  when  it  is  hard  to  do  business  

 • High  Costs  • Wasted  agent  .me  • Disconnected    solu.ons  

©  2013,  Genesys  Telecommunica.ons  Laboratories,  Inc.  All  rights  reserved.  11    

How  can  you  manage  One  Conversa/on?    

Web  

Contact  Center  

Mobile  

In  Person  

Social  

Naviga.on  

Talk  

Chat   Ques.on  

Verifica.on  

Exper.se  

Talk  

Consulta.on  

Tweet  

©  2013,  Genesys  Telecommunica.ons  Laboratories,  Inc.  All  rights  reserved.  12    

Social  Customer  Service  vs  Social  Marke/ng  

©  2013,  Genesys  Telecommunica.ons  Laboratories,  Inc.  All  rights  reserved.  13    

Genesys  Social  Engagement    

Business  Analy.cs  and  Repor.ng  

Enables  one  conversa.on  with  the  customer  

A  full  featured  Social  Media  Management  Solu.on  

Capture  Messages  and  Men.ons  

 

Review  Content  and  Associate  Business  Rules  

 

Distribute  to  the  Right  Resource  

Handle  and  Respond  Using  any  Media  Type  

©  2013,  Genesys  Telecommunica.ons  Laboratories,  Inc.  All  rights  reserved.  14    

Customer  Engagement  PlaLorm  

thank you

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