Integrated Customer Engagement Customer Experience Solution designed - - PowerPoint PPT Presentation
Integrated Customer Engagement Customer Experience Solution designed to strategize decisions in todays complex business environment using Chat , Email and QEval . A product from Enterprise Technology Solution, a division of Etech Global
Integrated Customer Engagement
Customer Experience Solution designed to strategize decisions in today’s complex business environment using Chat, Email and QEval.
A product from Enterprise Technology Solution, a division of Etech Global Services
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Designed for Flexibility and Independent Operations
A fully hosted unified communication solution with Live Web Chat, Email Fulfillment, Custom Application, and Quality Assurance all integrated
Chat
Engage visitors in real time
Manage email volume with advance software techniques
FLO
Custom software application to support seamless system integration
QEval
Quality Analytics software that derives business and market intelligence insights.
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Click to Chat
An ideal customer experience solution to engage and convert your website visitors to satisfied customers.
Simplified human interactions Interact digitally for instant resolution Social media integration; made possible Explore sales opportunities and ensure immediate customer support A feature filled solution that meets all the standard needs Interaction concurrency; multiplied Higher engagement for higher conversions
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Why ICE Chat?
Unprecedented solution for higher interaction to boost sales and enhance customer experience. Guide your customers in right directions for your products and services.
Artificial engagement embedded to ensure higher engagement with your website visitors Assures you of instant uninterrupted customer communication Cut down operational expenses with call deflection strategies and optimum utilization of resources Integrated for multiple point of contact for
including social media platforms Explore Analytics to take strategic decisions for your business growth
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Click to Chat
Secured connection Multiple Chat sessions Survey Alerts Advanced Reports and Analytics Click to Call SANDRA Rule Engine
Advanced Knowledgebase (KB) Integration
Real time monitoring Keystroke Indicator A fully hosted solution www.etechgs.com | Confidential 5
Secure Automation and Directed Remote Assistant
Highly secured information – credit card details, phone number, In-chat survey, validation process and certifying information – all made possible without human interference.
Best practices imbibed for highly secured data interaction Data privacy and security enhanced, at its highest Innovative and automated intermediary interface tool to assist secured live chat interactions Information processing during chat session; intensified Built in intelligent interface to capture crucial information
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An intelligent, comprehensive and sophisticated professional software to automate and organize customer service responses. A key communication platform between customer and you, made easier and efficient.
Prioritize, understand and organize large volume of incoming Emails Centralized and secure, easy to access Email system Configure multiple response templates for quick and automated replies Improve productivity and enhance customer satisfaction Designed for good and an engaging customer experience
Email Management
Rich and interactive user interface
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Email Management - Seamlessly integrated software, designed for utmost ease and flexibility and also, runs independently.
Saves time with automated mail distribution based on skills. Custom response template available for quick and automated reply responses. Removes junk and spam Emails that helps in operational efficiencies. User defined SLA’s to prioritize Email responses. Email history available for tracking communication.
Why ICE Email Management
Helps in improving productivity and
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Why ICE Email Management
Auto email distribution. Predefined email templates. Web form submission. Email escalation to supervisors Service levels (SLA). E-Ticket status options. Spam detection. Assign and transfer emails.
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Reports
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Reports
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A tool specifically designed to uncover information and share the trends; showcasing parameters directly responsible for performance and productivity. QEval takes care of call center needs that meet stringent demands of quality, compliances and applicable statutory requirements.
Gain insights into customers’ attitude towards your products and services. Define and achieve your customer service goals. Outline best methods to deliver customers’ needs. Document expectations gap and track actions for improved customer experience. Ensures high level of reliability, competence and delivery to meet customers expectations.
QEval
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A fully reliable and competent software to analyze customer interactions to get business and market intelligence information. QEval ensures right combination of resources, processes, and technology needed for excellent customer experience.
Available quality metrics that helps in giving continuous feedback to agents and enhance customer experience. Get qualitative and quantitative data to improve performance. Identify the coaching needs. Improves the service quality and customer experience. Helps in understanding and identifying the business opportunities.
Why QEval
Track FCR, CSat, DSat to ensure that the results meets desired outcomes.
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QEval Features
Web based tool accessible anytime anywhere. Define rules, parameters and capture information Fully customizable forms for any process. Multiple metrics to capture agent performance. Real-time evaluations and reporting. Get insights to voice of your customer. Integrated documents for quick reference.
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QEval Dashboard
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QEval Dashboard
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QEval Dashboard
Qeval Report Index
Overall program QA score Program summary report by agent Section average report by agent Program performance by sales coach Section score comparison by week Weekly auto failure report by agent
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Quality Monitoring Solution that includes QEval software features, Methodology, Process
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QA Professionals
+
=
Quality Monitoring Software Etech Insights
Etech Insights
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Qualified, trained and experienced team of professionals available for Quality Monitoring. Over 75000+ calls/chats analyzed each month. Interactions reviewed overnight for immediate feedback. Reviews through automation tool to complement sales coach reviews for collaborative feedback. Six sigma approach towards process improvement. Expert and experienced leadership team to guide and implement process changes for enhanced customer experience.
Etech Insights – An Overview
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Etech Insights- Overview
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Etech Insights – Why E.I.
Transforming the way, the Quality Monitoring processes that can be implemented for a great customer experience.
Gain third-party unbiased expert perspective from an experienced team. Consistent, frequent and timely evaluations /feedback assured. Successful track record for managing multiple sites and vendors for global companies. Helps in integrating training and coaching for continuous improvement. Proprietary software easily customizable to meet complex requirements. Real time reporting and analytics - access made possible anytime, anywhere. Get insights to improve efficiency and optimize cost.
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Etech Insights- Strategic Process Approach
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Communications Intelligence Platform
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ACQUISITION / RETENTION
Control Churn Customer Complaints Insights for improvement Training Need Analysis and Identification
CUSTOMER EXPERIENCE
VOC Analysis
Customer Sentiment Analysis Customer Satisfaction Drivers
BUSINESS & MARKET INTELLIGENCE
Insights for Strategic Decision
MORE THAN 1.5 MILLION QUALITY EVALUATIONS A YEAR!!!
“Etech Insights provides you deeper insight into your customer interactions which enables you to improve customer experience, reduce effort, meet all corporate governance requirements and gives you a competitive edge allowing you to increase market share.”
ETECH INSIGHTS DRIVES BUSINESS RESULTS
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Evaluate interactions from the customer’s perspective (VOC), focusing on systemic issues impacting CX Expand the quality process to include the capture of business intelligence Scoring of output metrics and usage of sub-attributes to capture reasons for low Customer Effort Scores (FCR, CSAT, VOC) Flexibility to expand and contract QA staff based on seasonal call volume and/or revised direction based on business needs Integrate the Quality Team’s feedback with Training programs Design the quality form to align with key customer satisfaction drivers
How Etech Helps
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CX QualityProgram
Develop service delivery and training checkpoints Address gaps in training and execution Initiate process improvement to reduce gaps Monitor and control the process to replicate positive behavior Eliminate compliance risks
Assess & improve agent performance Compliance with legal and regulatory requirements
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Quality Starts with a Strong Foundation
Improve business results
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Presents strategic insights at the Enterprise-Partner- Team-Agent levels Etech creates over 200 customizable reports a day Quality Reports give unbiased, objective views on
Created to provide actionable feedback
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Scores vs. Insights Market Intelligence
Confidential
PRWTech 32
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HOW A MAJOR LODGING RETAILER GAINED $500,000 IN REVENUE WITHIN 3 MONTHS
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The company saw a 2% in
increase in
n the cl close rate during the period Dec. 15 to Feb. 16. Resulting $500,000 increase in revenue.
26% 27% 28% 77% 79% 81%
0% 10% 20% 30% 40% 50% 60% 70% 80% 90% 100%Dec'15 Jan'16 Feb'16 Close Rate Quality Score
In Increase in in Clo lose Rate and QA Score
QA s score im improved by 4%
RESULTS: : 3 MONTHS
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3% 3% 3% 8% 9% 12% 12% 42% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% Third party booking Special Request Check In Issues Modifying Reservation Billing Inquiries Confirmation Receipt Hotel General Information Cancellation
0% 10% 20% 30% 40% 50% 60% Change Hotels/Location Found Cheaper Rates Duplicate Booking Did Not Like Hotel Change of Travelling Plans 3% 3% 5% 7% 55%
cancellation would be 24,360.
around $ 50,000 could be realized assuming 50% rebook rate.
ANALYSIS OF REASONS FOR CALLING-CUSTOMER SERVICE
TOP 5 REASONS FOR CANCELLATION
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KEY NEGATIVE SENTIMENT DRIVERS:
check in.
2% 19% 3% 9% 67%
Highly Negative Negative Highly Positive Neutral Positive
MULTI CHANNEL CUSTOMER SENTIMENT ANALYSIS
42% 19% 19% 25.46% 11.35% 5.21% 0% 5% 10% 15% 20% 25% 30% 35% 40% 45% Policy & Procedures Customer Service Issues Billing Issues
Percentage of calls Etech reviewed to monitor trends Percentage of reviews Etech reviewed to monitor trends
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QA Sc Score improved by 8% over a period of 5 months
Im Improvements seen in critical parameters cause an increased clo close rate
73% 74% 77% 79% 81% 68% 70% 72% 74% 76% 78% 80% 82% Oct'15 Nov'15 Dec'15 Jan'16 Feb'16
QA SCORE TRENDING - INTERNAL SALES TEAM
0% 10% 20% 30% 40% 50% 60% 70% 80% Did the agent attempt to create urgency throughout the call, from beginning to end ? Did the agent build RAPPORT by asking probing questions? Did the agent clearly state that he/she would be happy to assist customer? 30% 46% 47% 55.9% 49% 77.5%Oct'15 Feb'16
RESULTS: : 5 MONTHS
SCALABLE AND SECURE BUSINESS SOLUTIONS CONVERT WEBSITE VISITORS INTO BUYERS IMPROVE CUSTOMER SERVICE WITH INSTANT LIVE CHAT IMPROVE PROCESSES/ MONITOR EMIALS EFFORTLESS FLOW OF INFORMATION SCALABILITY ROBUST & PREFERABLE SOLUTION FOR INSTANT SUPPORT
A STRATEGIZED DECISION DESIGNED FOR MORE CUSTOMERS IN COMPLEX BUSINESS ENVIRONMENT
WHAT’S IN FOR YOU?
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GREAT CUSTOMER ENGAGEMENT
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Executive Vic ice President
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Integrated Customer Engagement your gateway for delivering a great customer experience...…
website : www.enterice.com | mail : info@enterice.com Nacogdoches, Texas 1903 Berry Drive, Nacogdoches, TX 75964, Tel:936-559-2200, Fax: 936-559-2225
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