PREEMPTIVE CUSTOMER SERVICE ANTICIPATING MOMENTS .PREEMPTIVE CUSTOMER SERVICE ANTICIPATING MOMENTS

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Transcript of PREEMPTIVE CUSTOMER SERVICE ANTICIPATING MOMENTS .PREEMPTIVE CUSTOMER SERVICE ANTICIPATING MOMENTS

  • PREEMPTIVE CUSTOMER SERVICEANTICIPATING MOMENTS OF NEEDMike Asebrook, Director Product Marketing, PegasystemsNeal Beliveau, Vice President Customer Service Products, Pegasystems

    This information is not a commitment, promise or legal obligation made by Pegasystems, including that to deliver any material, code, or functionality. The timing of the development and release of any features or functionality described about our products remains at our sole discretion. 2017 Pegasystems Inc.

  • At moment of need,

    frustrated customers call your

    contact center

  • To improve contact center

    responsiveness what about adding more channels?

  • Its too late!

  • 5

    What happens when you cannot

    differentiateservice in a competitive

    market?

  • $1.6trillionCost of Customers Switching

    due to Poor CX

    Customers Switch Brands due to Poor CX

    Within a Week

    79%

    $1.6TrillionCustomers

    Leave.

    Source: Access Development Study, 2017

    And dontcome back.

    Source: Access Development, 2017

  • 7

    So how can you improve your CX and sense issues before

    your customers do?

  • Hint: You already have the data

  • ACTIONSYSTEMS OF INFORMATION

    INSIGHT THAT FINDS YOU

    SYSTEM OF INSIGHT

    Pegas AI-Powered Digital Brain

  • Whats New in Customer Service 7.22

    Unified CRM Lower TCO New Channels Matured Channels Improved UX

    Richer Composite

    Customer Movie

    Prospect Search/Conversion

    New Cases

    Shared Sales/Service strategies in CDH

    New Application Wizard

    Pega Express for CS

    Manager Tools for Article to Case Linking

    Co-Browse Visual Masking

    Community

    Community Moderation

    Facebook Messenger

    Self-Service Advisor

    IVR Personalization

    Retail Advisor

    Chat Supervisor Monitoring

    Co-Browse Supervisor Monitoring

    KM Templating/Import & Export

    Co-Browse Recording

    OpenCTI Support for PegaCall

    New Chat CSR UI

    Co-Browse Window Tearaway

    New Inline KM UI

    Co-Browse Localization

    Simpler Manager Tools

    Cleaner Composite UX

  • Knowledge Management & CommunitiesMake it easier for CSRs to find, view and action knowledge content Single window display and

    simple expand/hide controls Contextual knowledge per

    case type Simplified layout of article

    information and related actions

    One click tag based navigation

    1. Slide KM into view with a new Header control

    3. Suggested articles are aligned to the active case

    2. Tear away the article to view in a separate window

  • Self-Service Advisor

    No Code setup: Works with your existing web and mobile experiences

    Contextual knowledge content case management*

    Traverse channels seamlessly

    Dashboard reporting

    Customized look and feel*License required

    Contain inbound service inquiries by engaging customers with real-time contextual self-service

  • Self Service interactions through Facebook messenger using Pega Chatbot technology Bot capabilities can determine user goals and

    direct users to appropriate self-service cases or query responses

    Uses both dialog and Facebook specific button selections

    Designer tools allow you to tune cases for Facebook

    User cannot get a question to resolution? End-customers can be escalated into CSR Chat

    Chatbot checks on CSR availability before making chat offers

    ChatbotsFACEBOOK BOT ENABLED AUTOMATED CASE HANDLING

    2. end-customer selections / data entry

    1. Facebook selection prompts

    3. ChatBot responses

  • Intelligent IVRNEXT BEST ACTION IN THE IVR

    Personalized, dynamic menus and predictive prompting to improve customer experience and reduce costs New API allows you to integrate

    Customer Service decisioning into your IVR layers

    Use the decision hub to create a personalized menu for each customer based on customer context

    Reduce costs by addressing common use cases inside the IVR

    Seamlessly transfer cases to CSRs or legacy IVRs to continue the conversation

    Intelligent IVR

    Legacy IVR

    Existing ACD

    Pegas Customer Decision Hub detects:v Saras identityv Customer lifetime value = highv A bill is due within a few days

    Saras Next Best Actions from Pega Customer Service are:v Pay my billv Give me more details

    Sara calls into U+ Communications customer hotline with a question

  • Co-Browse

    Self-service assistance

    Co-Browse recording

    Supervisor monitoring

    Simple Configuration (WYSIWYG) for Data masking

    Multi-language support packs*

    See what your customers are seeing

    *Available in Italian, French, Japanese, German, Spanish and Portuguese.

  • My Experience with PayPals Proactive Service

    16

    1. Paid for a recent service using PayPal, receipt was optionally

    posted on FB Messenger

    2. Now any additional charges on PayPal are stored as receipts

    for safe keeping

  • We're able to predict... that you're going to callto be able to enable you to be self-service or toprovide you a resolution path before you need toactually contact us.

    PayPal

  • A Better Way to Deliver Service

    Call Center ?

    Anticipate needs and events before they

    become service events

    PreemptiveService

    Trigger

    App, SMS, Email, T2V

    Contain and deflect

    IVR

    Assisted

    Self-serve

    Offline

    Email

    Web Mobile Virt. Asst.Phone

    Improve efficacy of live interaction

    Reduce volume & duration of calls

    Empower customers

    Handle calls most effectively

    Accelerate resolution

    ResponsiveService

    Chat FB Messenger Twitter SMS - Video

    Reduce propensity to call

    Detect service needs as they happen

    and engage

    ProactiveService

    Trigger

    App, SMS, Email, T2V

    Moment of Need

  • Examples of Proactive & Preemptive Service

    Google Maps push notification on learned commute

    Overdraft protection can either alert users or predict overdraft on usage trends

    PRO

    AC

    TIVE

    SER

    VIC

    E

    PREE

    MPT

    IVE

    SERV

    ICE

    PREE

    MPT

    IVE

    SERV

    ICE

  • Forrester: Top Trends Customer Service in 17

    IoT insights transform business models

    Insights From Connected Devices Will Trigger Preemptive Service and Turn Companies Into

    Services-Based Ones

    --Kate Leggett, Forrester Research January, 2016

    Key Benefits Faster resolution at lower cost Better planning Anticipation of future customer needs

  • 21

    What is the key to delivering

    preemptiveservice success?

    Start Simple.

  • How to Get Started

    1. Dig into your data.

    2. Embrace the Bots.

    3. Iterate.

    22

    Analyze why so many calls? How to differentiate

    service further?

    Offload tasks from live agents Notifications on all channels Predict with next best action

    What worked? What didnt?

    How to push the envelope further?