the slides - CRMXchange

Before we begin…
•
•
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The presentation
will be made
available after
the webinar.
A recording will
be available on
the [24]7 website
There will be a
short Q&A period
after the
presentation.
Today’s presenter is [24]7’s
Reagan Miller,
VP Chat Agent Services
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Digital Agents
A New Category of Agent Services
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What is the full name of the character Neo
in the Matrix?
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What is the full name of the character Neo
in the Matrix?
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Assisted Service Has Evolved
Early
1980-2000
2000-2010
Walk to store
Call contact
center
Online
interactions
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Now
Engage via any channel,
any time, any device.
Self service emerging.
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Approach to Customer Engagement
Collect Data
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Format Data
Real Time
Decisioning
Act and
Execute
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What Does Omnichannel Mean For Agents?
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“Today’s agents are predisposed to searching
for the solution over and over again. They don’t
directly retain specific content anymore, instead
they are more focused on the method to find the
content”
- Rienzi Ramirez*
*Forrester Brief: “Retool For A New Workforce Reality”, Dec 2014
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What is the approximate annual spending
power of millennials in 2015?
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What is the approximate annual spending
power of millennials in 2015?
$200
Billion
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Introducing the Digital Agent
Media Savvy
Situationally Aware
Enabled by Prediction
Empowered by Omnichannel
Armed with Insights
Outcome Oriented
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Introducing the Digital Agent
Media Savvy
Shops online
Heavy user of texting apps
Uses social media
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Introducing the Digital Agent
Situationally Aware
Though the agent appears mid-stream in a customer journey, they are able to pick up the thread with no
disruption of the customer’s journey.
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Introducing the Digital Agent
Enabled by Prediction
Not only know where customers have been but what they want to accomplish throughout the journey.
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Introducing the Digital Agent
Empowered by Omnichannel
Comfortable with customers moving from one channel to other, and able to combine channels
in unique ways to solve customer issues.
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Chat Is An Important Channel Now
63%
24%
11%
PC/ Laptop/ Tablet
4%
Chat Agent
Smart Phone
81%
Self-Service
Landline
12%
Voice Agent
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Chat Will Grow Even More in Future
37%
60%
1%
PC/ Laptop/ Tablet
8%
Chat Agent
Smart Phone
90%
Self-Service
Landline
2%
Voice Agent
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Introducing the Digital Agent
Armed with Insights
Data analysis provides deep insights into customer journeys, which in drives continuous improvements in
performance.
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Introducing the Digital Agent
Outcome Oriented
Laser-focused on helping customers successfully complete their journeys.
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Case Study: IVR to Chat
Invite qualified callers to chat at the IVR
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… would you like to chat instead…?
2
3
Warm contextual hand-off to chat agent
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Case Study: IVR to Chat
Systematic IVR deflection
Total Calls: 100%
6.0%
Eligible Calls: 83%
Deflected call
volume
SMS offered: 96%
8%
Accepted: 14%
Deflected call
volume
(projected)
Link clicked: 87%
Interactive chats: 62%
49%
63%
Voice NPS
NPS for deflected chats
95%
15%
Deflected call
volume
(projected)
CURRENT
• IVR and SMS gateway integration
• Mobile chat experience with sliders
3 MONTHS
• Web presence
• Improved rule management
• Callback integration
12 MONTHS
• Native mobile support
• Any-to-any channel transitions
• NL support and predictive models
• Warm and continuous sessions
Chat FCR (compared to 70% voice FCR)
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Case Study: Assist for Voice
Upgrade your voice experiences
I’m sending you a list of available flights
through a text message…
Works in a mobile
browser; no
installation required.
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Case Study: Assist for Voice
Achieve better outcomes
OPEN CALL
QUALIFY CUSTOMER
-29%
Call AHT (Terms and conditions
sliders)
PRESENT PRODUCT
75%
Interaction success rate
EXPLAIN/ COMPARE
PROCESS ORDER
+10%
Sales conversions (product info.
and plan comparison sliders)
CLOSE CALL
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What percentage of consumers visit the
web before calling for assistance?
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What percentage of consumers visit the
web before calling for assistance?
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Thanks for
joining us!
To learn more,
connect with us
here…
Web: www.247-inc.com
Email: [email protected]
Twitter: @24_7_inc
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