Eptica-Azzurri: Webinar Improving the Email Customer Experience
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Transcript of Eptica-Azzurri: Webinar Improving the Email Customer Experience
Eptica. Transforming customer engagement for a multichannel world
Improving the email customer experience
Agenda
• About Azzurri• About Eptica• Email: Key fact and figures • Multichannel Customer Experience Study
2012• Email Management• Agent Knowledgebase• Knowledgebase Everywhere
Help organisations deliver quality service at lower cost
Advanced Voice recognition. IVR and self service
Desktop, CRM & ApplicationIntegration
AutomatePayments
(tax/fines/rent)
KnowledgeManagement(web/agents)
Presenceto findexperts
WorkforceManagement
QualityAssessment &
customer feedback
Recordingand Analysis
Advanced multi-media routing
Meet Compliance Requirements
Consolidate infrastructure
Put management in control
Optimiseinteraction flows
Implement effective channel strategies
Eptica. Global provider ofmultichannelcustomer
interactionsoftware
• Based in UK, France,Spain, Singapore
• Available in 26 languages• Gartner Web Customer
Service Magic Quadrant
• Banking• Insurance• Public Sector• Retail
• Travel • Outsourcers
400+ references worldwide
Specialist in:
Email: Key facts and figures
4 billion email accounts across the globe by 2015
Source: Radicati Group
90 trillion emails sent per year
294 billion emails sent per day
2.8 million emails sentevery second
Multichannel Customer Experience Study
Multichannel Customer Experience Study
Average response time...
Average response time: 9 hours, 35 minutes
39% gave an expected time of reply and then just 25% actually met their own timeframe
Eptica Customer Interaction Suite
Email channel transformed
• Smart Search + self-learning knowledgebase provide agents with best answer• Complete history of every interaction
Increased efficiency
First Contact Resolution
Average Handle Time 50% +
+--
Faster service, lower costs=
+
Intelligent workflow
Productivity gainat least 50%
Huge cost saving
+=
• One Multichannel Workflow brings all interactions into one multichannel workflow
• Single view of the customer • Improved efficiency
SMART Search
•Vital to drive fast, accurate answers on every channel•Increase adoption of Self-serve on web, Facebook, mobile•Unparalleled insight from the real questions customers ask
Contact Centre Self-serviceContact Centre Self-service
Customer satisfaction
Training time 20% + Average handle time Repeat calls
+-- Improved quality of service=
Improve agent productivity and FCR
Self-learning Knowledgebase
InboundCan I drive in France with this policy?
Outbound
Every interaction fine tunes the links between questions and answers
Agent Knowledgebase
• The agent tool kit (bottom panel) includes an integrated knowledgebase• Response templates are suggested, to help answer the inbound enquiry based on a meaning based analysis of the email• A single click inserts the content to the response panel
Customer Record
• The agent tool kit (bottom panel) includes a customer record• This can be integrated with CRM solutions• Customer data profiling can be used to customise the way a request is handled
Contact History
• All historic and pending requests, regardless of channel, are available for review
Email Management: The results are in...
Email response time reduced from 2 days down to 21 minutes
Email handling time reduced by 40%
Email handling time reduced by 50%
One knowledgebase for all channels
Knowledge Everywhere
Customer satisfaction
Huge deflection in contactEmails by 50% +Calls by 25% +
+-- Huge cost savings=
• Single solution can be deployed across the web, Facebook, mobile
• Smart search customers get accurate answers faster• One self-service: multi brand, multilingual, multi region
Key to bringing costs down in the contact centre
Knowledgebase Everywhere: The results are in...
Increased First Call Resolution for inbound queries, more efficient operations and greater customer satisfaction
Contact centre cost reduced by 40%
Calls reduced by 75% and emails dropped by 15%, despite a 30% increase in users.
Any Questions?
Eptica. Transforming customer engagement for a multichannel world
Thank you...
www.eptica.comwww.azzurricommunications.com