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It s Time for a Chat Integrating Customer Service Support To Multichannel Communications

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It s Time for a Chat Integrating Customer Service Support To Multichannel Communications

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    1. It’s Time for a Chat Integrating Customer Service & Support To Multichannel Communications Matt Brady, TransUnion Brian Bartlett, Corporate Express Kristy Lillagore, Corporate Express

    4. Introduction To Telephony With Salesforce.com

    5. Have You Seen CTI With Salesforce.com? Demo

    8. Multi-Channel Sales at TransUnion (B2B) Email Inbound: SFDC Outlook connector Attach emails to Account, Contact, Case, Opportunity records Outbound: Customer correspondence: Outlook, Salesforce email Email blasts: ReachMail vendor; link to Web-to-Lead form

    9. Multi-Channel Sales at TransUnion Phone Inbound: CTI “screen pop” technology Envox PhoneLink, Siemens PBX Hit rate has improved with data quality efforts Cases created, Solutions searched Call Scripting custom app used Outbound: “click-to-call” technology Campaign specifies Contacts, owning Users Opportunities created and closed ROI calculated; programs optimized

    10. Multi-Channel Sales at TransUnion Success Measures Inbound call duration reduced by 60 seconds First call resolution rates have increased by ~200% Eliminated costly misdialing for outbound calls By publishing Solutions to self-service site, case complexity handled by call center increased by 10% in 3 months Planning solution for Int’l division and recent acquisitions

    11. Multi-Channel Sales at TransUnion Web Web-to-Lead (via API; Sites in future) Campaign defined; email blast sent Recipient navigates to web form, submits Confirmation email sent with attachment, ETA for follow up Lead assignment rules route to queue or user Notifications sent; SLA enforced Online Registration (via Customer Portal in future) Prospect receives credentials to access secure, branded portal Wizard guides data entry; “pause” and restart at later point Documents dynamically created as PDFs; download, upload tools

    12. Multi-Channel Sales at TransUnion (B2C) IM – “proactive chat” Inbound: UpSellit.com tool for up-sell guidance User-initiated and event-based

    13. Multi-Channel Sales at TransUnion Key Takeaways Build the business case on productivity (cost or revenue) Consider the value of 360° customer visibility Focus on process – definition, optimization, automation Identify the Success Measures in advance; track over time Work with an experienced Systems Integration partner CTI hit rate depends on Contact record accuracy Driven by the business, supported by IT

    15. Staples/Corporate Express Company Overview 6,000 SFDC Licenses 600 Customer Support Advisors 1 Call Center (CEC) 15,000 calls per day 2,000 cases per day

    16. Communication Channels Computer Telephony Integration (CTI) is technology that allows interactions on a telephone and a computer to be integrated or coordinated. As contact channels have expanded from voice to include email, web, and fax, the definition of CTI has expanded to include the integration of all customer contact channels (voice, email, web, fax, etc.) with computer systems. Current Channels We offer the current channels to communicate with our customers: Phone Email Fax Web

    17. Channel Integrations Phone CTI integration supports Cisco Agent Desktop which provides customer information via screenpop technology Helps call center agent identify the customer and provides previous order & case details Web Web to Case Customer logs a case via website and submits case directly into Salesforce Email eGain Captures sales orders via email Fax Right Fax Handles all fax requests and converts them to email

    18. CTI Process Flow

    19. Advantages CTI Advantages Personalized Customer Experience Integrates with Salesforce Improves Call handle time Improvements realized in the last 2 years: Improved Advisor confidence via screen pops Customer experience improved Call handle Time Transferred intrinsic knowledge from the field experts to the call center Agent knows who is calling, what mkt they are calling from, prior issues, etc 70% of the time we are able screenpop to the advisor information about the caller

    20. Challenges Our Challenges Decentralized customer service sites 28 Markets using different platforms, systems and no way to measure the customer experience Experienced vs Inexperienced Customer Service Advisors 600 new employees Limited experience Personalize all customer interaction

    21. Considerations Things to consider CTI Accuracy & hit rate success is based on clean contact data Ensure you have executive sponsorship & IT buy-in Understand how it fits into your customer experience goals

    24. Session Feedback Let us know how we’re doing and enter to win an iPod nano! Please score the session from 5 to 1 (5=excellent,1=needs improvement) in the following categories: Overall rating of the session Quality of content Strength of presentation delivery Relevance of the session to your organization

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