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HDICapitalAreaLocalChapter

March 17, 2017

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March 2017

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Thank You HDI Capital Area 2017 Sponsors!!

Our May meeting will be held on-location at the HDI 2017 Conference & Expo!

Join us on May 9, at 3pm, at the Gaylord National Harbor for:• Networking & Learning (3 - 4pm)• A Keynote by Manley Feinberg (4 - 5pm)• Full Access to the HDI 2017 conference Expo Hall! (5 -

7pm)

Even if you register for the full HDI 2017 conference experience www.hdiconference.com, please RSVP for the meeting www.hdicapitalarea.com as well.

Today’s Agenda Agenda12:00 Noon to 12:30 PM – Lunch and Networking

12:30 PM to 1:50 PM – Program – Using Technology to Restore the Human Touch in Customer Service!

1:50 PM to 2:00 PM – Survey, Prize Drawing

2:00 PM – Meeting Ends

Bill LibertiBill Liberti is a Director at HumanTouch, LLC. He focuses on Business Development in the federal government Health sector with a specialization in Infrastructure and Operations.

Bill previously served as the Director, IT Client Services at The Washington Post, and as an Infrastructure Office Director at the Department of Defense.

All of his roles in information technology have been focused on customer service and communication excellence.

Bill is the President of HDI Capital Area, a member of the Healthcare Information and Management Systems Society (HIMSS) and a member of the IT Service Management Forum (ITSMF) USA.

USING TECHNOLOGY TO RESTORE THE HUMAN TOUCH IN CUSTOMER SERVICE!

Bill Liberti

March 17, 2017

HDI Capital Area Local Chapter

The history of customer support

1870s: face to face communication

What is it?

1876

The history of customer support

1890s: telephone and switchboards

What is it?

1898

The history of customer support

1920s: telephone and rotary dial

What is it?

1921

The history of customer support

1960s: telephone and call centers

What is it?

1967

The history of customer support

1970s: telephone and interactive voice response (IVR)

What is it?

1970

The history of customer support

1980s: telephone and call center outsourcing

What is it?

1983

The history of customer support

1990s: telephones and the Internet

What is it?

1994

The history of customer support

2000s: telephone, email and live chat

What is it?

2001

The history of customer support

2010s: telephone, email and live chat, social media

What is it?

2014

Face to face communication

Prior to the invention of the telephone, face to face communication was the most widely used form of customer support.

The telephone

For many years, a telephone conversation was considered to be the most effective means of resolving an issue.

The telephone, IVRs

With IVRs and other automated tools, communication between a support agent and the customer became less direct.

Self service

Today’s customers are more educated than ever before. They are likely to search for an answer to their question online, prior to contacting a support agent.

Self service:

• Reduces support requests

• Reduces cost

but removes human interaction…

Email, live chatEmail is an easy way for customers to enter a ticket or request at any time of the day or night; however, there may be a delay in the response from the support staff.

Live chat is closer to face to face communication, but the agent may be handling multiple customers at a time. Can be frustrating for some customers.

Support bots, avatars

We’ve heard in this forum that this is the wave of the future,since it cuts cost and provides anytime, anywhere support.

But if the customer is looking for human interaction, these are far from that.

Digital channels vs human interactionAccenture Strategy’s Global Customer Pulse Research found that • 88% of customers use digital channels at some point in their support

journey. While 41% want even more digital options, only 36% of customers believe that digital channels are better than human interactions.

• 58% of customers still prefer to deal with a human to get a quick answer to a question and when service issues arise, 73% prefer human interaction to a “digitized voice and blinking cursor”.

Consumer Reports identified the biggest complaint in customer service as the inability to speak to a real person when a problem surfaces.

Live video conferencingRather than providing a written description of a problem and communicating via multiple emails or chats, the customer demonstrates the issue on video, either using a camera pointed at a product or recording clips of on-screen action.

Technology facilitates the interaction, but there’s a genuine exchange between two human beings. A true mix of human interaction and technology.

“Human kiosks”So called "human kiosks" feature a computer tablet-like format for consumer interaction.

By tapping buttons on the touch screen, the customer can access a two-way, face-to-face, high definition conversation with a remote expert.

The video connection takes place across robust networks and employs trained, on-demand experts who are automatically matched based on the customer's on-screen selections.

Human kiosks

Virtual Doctor

Virtual Rental Car Agent

Virtual technician

Virtual technician Large touch screen display with camera, speakers, microphone

Sturdy, locked base with network switch and PC inside

Shelf for customer PC, iOS and Android devices with network, KVM connections

Specific branding and signage – can change to suit needs

Secure, internal network connection

Client-approved Intranet, video conferencing, software

Virtual technicianWhat is it?• An effective, efficient and budget-friendly complement

to traditional help desks and deskside services • Free-standing kiosks are made available at high-traffic

organization spaces • Remote extensions of existing concierge support

Whenever needed, employees head to the kiosks for prompt issue resolution, made possible by multiple support levels.

Virtual technicianProvide customers with:Self-service: With a highly intuitive kiosk interface, employees are just a couple clicks away from a wealth of actionable information/videos/diagrams to self-diagnose and fix their own computers and iOS, Android devices.Live support: Kiosk-enabled video conferencing brings in live expertise when self-servicing can’t tackle the issue.PC connected support: Employees can even connect their laptop PCs and handheld devices to the kiosk, so a technician can troubleshoot via video conference.

Virtual technician appProvide customers with:Self-service: With a highly intuitive application interface on a smartphone, employees are just a couple clicks away from a wealth of actionable information/videos/diagrams to self-diagnose and fix their own computers and other handheld devices.Live support: Handheld-based video conferencing brings in live expertise when self-servicing can’t tackle the issue.

Virtual technician app

QUESTIONS, COMMENTS?

USING TECHNOLOGY TO RESTORE THE HUMAN TOUCH IN CUSTOMER SERVICE!

Bill Liberti

HDI Capital Area Local Chapter

HumanTouch, LLC

Thank you!