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The future of support by AVG Technologies
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Transcript of The future of support by AVG Technologies
AVG Technologies The future of support
Daniel UrminskýDirector, ICT Marketing, Sales, Service• Based in Czech Republic
• Head of Salesforce technologies implementation
• Member of global ICT management team
• Member of global Customer Care management team
About AVG (NYSE:AVG)• The online security company protecting Data, Devices and People
• Founded in 1991 in Czech Republic
• Headquartered in Amsterdam, The Netherlands
• PC, Mac©, iOS©, Android™, and Windows Phone© platforms
What is Customer Care at AVG?• 400 support agents
• 4.000 customers’ requests daily
• 40.000 Knowledge Base visits daily
• 7 support channels
• 8 languages
• B2C, B2B and Partners support
• Pre-Sales/Post-Sales
Customer Care on SFDC
Accounts/ Contacts
Cases
License information
Knowledge Base
Chatter Collaboration
Web2CaseEmail2Case
ChatTelephone
Remote Assistance
Customer Community
Social Customer
Service
(Our) Challenges • 360 degree view of customers
• Unified and Seamless Customer Journey
• Omni-channel experience
• Single Screen Experience for agents
• Detailed reporting and analytics
• Adapt to a Dynamic, Rapidly Growing Business Environment
What does CRM mean in AVG?A Global Unified Cloud-Based Solution for our customers, partners and employees, to form the Customer Engagement Platform for AVG with Customers in the centre.
The Strategy
60:30:1060% self-service
30% chat, email 10% phone
Multichannel Customer Journey
Customer Journey Example
CustomerInteraction
Case• Automatic customer
validation
• Auto-assignment of interactions
• 100% documentation rate
Case
Omni-channel• Transfer of customer
to another channel within 1 case
Omni-channel
Customer Feedback• Customer Satisfaction
• Customer Effort Score
• Net Promoter Score
Customer Satisfaction
Key Takeaways
• Put your customers first!
• Listen
• Unify Customer Journeys
• Single Screen Experience
• Configure -> AppExchange -> Develop
thank y u