Fulfilling Changing Customer Expectations with True Omnichannel - - PowerPoint PPT Presentation

Fulfilling Changing Customer Expectations with True Omnichannel

March 2019

• Customer Experience Benchmark
• Business Impact
• Case Study: Swedish Rail
• 2019 Trends
• NICE inContact CXone

2018

Customer Experience (CX) Benchmark

Online Survey 2,400 Consumers

United States Ÿ United Kingdom Ÿ Australia

4

Preference for chat and other digital channels increased in 2018 while phone is down since 2017

2%

2018 65 2017 67

• 14%

2018 53 2017 39

+

3%

2018 22 2017 19 2018 12 2017 7

+

5%

+

Impact Customer Satisfaction by serving up the right channels

2

6

Not all channels are created equal

“Convenient”

1 3

“Quick”

2

“Effortless”

2 3 1 1 3

7

Artificial Intelligence (AI) is not a customer pleaser…yet

34

%

are willing to use bots and virtual assistants

• nce they get smarter

6

%

already say it makes it easier to get issues resolved

7

%

would like to use home virtual assistant to interact with businesses

8

Agent-assisted channels are used more often

15% 15% 23% 28% 35% 44% Mobile App IVR Website Chat Email Live Call

68%

Agent- assisted

32%

Self- service

1,540

points of contact

9

Some Customers prefer Self-Service

21

%

You use the company’s mobile app

50

%

You visit the company’s website

17

%

You call and use the automated menu

Percentage of customer choosing the channel as one of three preferred self-service options:

10

Channels Impact Customer Satisfaction

Online Chat scores highest satisfaction among all communication channels in the UK!

Online Chat Phone Text

47% 42% 36%

11

Customers have high expectations.

93%

“… to direct me to the method

• f contacting them that

resolves my situation in the quickest way”

89%

“… to provide a seamless experience for me when moving from one communication method to another”

82%

“… to be more proactive by reaching out to me to provide better service” “I expect companies…”

12

CX impacts your business results…

85%

If I’ve had a bad customer service experience, I am very likely to switch to another company in the future.

84%

I am more willing to do business with a company that offers me more ways to communicate with them.

Consumers will reward those who deliver

89

%

agree

I am willing to buy more products and services from that company

82

%

agree

83

%

agree

I am willing to go out

• f my way to buy

products or services from that company I am willing to recommend that company to others

• n social media

13

Swedish Rail

Web help: A global BPO leader supporting the delivery of Best-In-Class customer experience, partner to NICE inContact

SERVICE PROVIDER TECHNOLOGY ENABLER

Transform customer experience through Omnichannel Use artificial intelligence to automate customer interactions Foster usage of new customer interaction channels

SOLUTION DESIGNER

Create Value from transformation Be first in the benchmarks Create seamless customer experiences 50.000+ people 140+ locations 30+ Languages supported 35+ Markets served 3 PILLARS DRIVING OUR STRATEGY AND EXECUTION

15

Swedish Rail was looking for a partner to support its digital transformation program SJ Challenges

• Deliver a unified customer experience across channels to

maximise customer satisfaction

• Guide customers through the numerous digital innovations being

implemented

• Decrease overall cost by reducing the number of calls in the

channel mix used by customers

Webhelp Solutions

• Implement NICE inContact as a new omnichannel solution,

embedding their CRM (Siebel) and enabling 360° customer view

• Launch of smart webchat banners, helping customers help

themselves on the digital purchasing journey – leading to a reduction in repeat contacts and ultimately in the closure of one of SJ’s helplines

• Develop a smart FAQ guiding customers to the right contact

channels depending on their questions, and customise a dynamic IVR to redirect clients to digital channels when needed

• SJ is a government-owned train operator in Sweden, with 90% market share on the local passenger train market.
• One of their key strategic focus areas is the use of digital technologies to enhance the customer experience –

ensuring ticket sales and communication can be done as much as possible through smartphones

• SJ wanted to transform its customer service, and chose Webhelp as their key partner to support the delivery of a

digitally accessible customer service. Several challenges have already successfully been met:

16

With increased engagement, Swedish Rail is becoming one of the highest growth travel brands on Social Media in Sweden

99%

Of notifications or messages which do not require escalation are replied to within 15 minutes

25%

Of messages are replied to: we are building brand awareness and advocacy by replying to almost all interactions, even the ones which do not ask for a reply

94%

Increase in Social Media interaction volume for SJ as a result since Webhelp started handling their messages

35%

More messages received compared to forecasts – the SJ community is more active and alive than ever!

SAS – Scandinavian Airlines Ving Sverige Silja Line Sverige SJ Total fans 1 269 898 293 453 92 832 70 516 Response rate 94% 89% 66% 94% Relative change in total fans 0.08 % 0.11 % 0.27% 0.74 % Number of interactions per 1000 fans 12.05 46.20 27.65 73.27 Avg interactions per 1000 fans per post 0.16 1.71 2.13 8.14

17

How the transformation will progress over the mid/long term

SJ Digital Strategy Systems / Processes / Applications Webhelp inContact CXOne Omnichannel C u s t

• m

e r D i g i t a l E x p e r i e n c e

Mid Term Transformation

• Unify channels with inContact CXOne Omnichannel
• Voice, Email, Chat, Social, Backoffice, FAQ, Web, Mobile App
• Unify reporting
• Secure reporting process, cross-channel unified & analyzable
• Develop digital process
• Identify new digital areas to include
• 360 Advisor View
• Introduce a 360 advisor view to better serve the customer

Long Term Transformation

• Transformation of CRM framework
• Consolidate interactions with customer profile as key identifier

in CRM redesign

• Automation / AI
• Automation of processes, introduction of AI services in media

channels used

• Digital development process
• Secure a sustainable development/marketing processes to continue

serve customers in their mobile/digital environments

18

2019 Trends

2019 Top Contact Center Trends and Predictions

Mobile Apps Text Messaging AI Chatbots

20

Mobile Self-Service Apps

Actions

• Refresh mobile

experience and Knowledge Base

• Ensure easy

elevation to live agent

• Track CSAT

by channel

Trend Mobile Apps will have best payoff for self-service investments

… of UK customers were satisfied when they used a company’s mobile app to interact

43%

21

Text Messaging

Actions

• Add messaging

customer service –

• n numbers /

handles already in use

• Manage as

fully integrated service channel

• Set expectations
• n response /

availability

Trend Rich text (MMS) and social messaging becomes a significant channel for contact centers

36%

• f customers rate

text messaging with a “high” satisfaction rating

3

22

AI Chatbots

Actions

• Pick narrow,

high-volume use case(s)

• Select specialized

AI vendor for use case(s)

• Architect for failure:

agent elevation, bot churn

• Don’t forget back-
• ffice / agent-assist

Trend Most AI self- service projects will fail initially …and that is OK!

34

%

are willing to use bots and virtual assistants once they get smarter

23

First and Only Unified Cloud Customer Experience Platform

Improve Customer Experience

• Unify all resources onto one platform
• Get automatic access to new features

Increase Business Agility

• Scale up and down and change contact flows rapidly
• Support multi-sites, disaster recovery, remote agents

Reduce Costs

• Dramatically improve agent efficiency
• Pay only for what you use – no hardware/upgrades

99.99% Uptime

Reliable

> 3.9 MOS SLA

Carrier Grade

FedRAMP PCI Level 1 GDPR

Secure

NICE inContact Named a Leader in the Magic Quadrant for Contact Center as a Service, North America by Gartner NICE inContact Named a Leader in Cloud Contact Centers in The Forrester Wave NICE inContact CXone Ranks 1st in Cloud Contact Center Value Index

www.niceincontact.com/cloudleader Download the Reports

Q & A

Further Questions? We are happy to answer them! Email Us: Annette Miesbach Annette.Miesbach@niceincontact.com We will be available to answer questions March 20 to 27 – please give us 24 hours to get back to you.

Thank You !

Selected Resources

• 2018 Customer Experience (CX)

Transformation Benchmark

• Infographic: What it Takes to

Compete for Todays Global Customers

• Deliver Exceptional Contact Centre

CX with a Cloud Market Leader

• Infographic: The Inner Circle Guide to

Omnichannel (Contact Babel)

Find more on

http://www.niceincontact.co.uk