Moxie Software webinar with David Lowy, VP of Product Management

1. 5 Tips for Productive
Multi-Channel Customer Service
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2. Welcome
Thank you for joining today! Speaker
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David Lowy
@MoxieSoft & @dlowy VP, Product Management,
Moxie Software
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3. 5 Tips for Productive Multi-
Channel Customer Service
David Lowy,
VP, Product Management
September 12, 2012

4. Agenda
Importance of the Customer Experience
The Five Tips:
1. Maximize First Contact Resolution
2. Leverage Your Knowledgebase
3. Right Channel Your Customers
4. Create Great Agent Workspaces
5. Push to the Right Channel
Measuring Success
Conclusion

5. Importance of the Customer
Experience

6. Better Customer Experiences Drive Revenue
Total annual impact
(in millions)

7. Better Customer Experiences Cut Costs
3 out of 4 consumers move to another channel when online customer service
fails, costing an organization an average of $22 million.
7

8. And...Customers Expect You to Respond on Social

9. Tip 1:
Maximize First Contact Resolution

10. Tip 1: Maximize First Contact Resolution
Service Delivery Costs vs. Time to Resolve
High
Cost to Resolve a Service Request
10+ Days
10+ Days
> $300
> $300
2 Days
2 Days
$155
$155
24 Hours
24 Hours
$61
$61
First Contact
First Contact
$49
$49
Low
First Multiple
Time to Resolve a Service Request
Contact Days
Source: ServiceXRG (www.servicerxg.com)

11. Tip 1: Maximize First Contact Resolution

12. Tip 1: Maximize First Contact Resolution
Deploy a unified
knowledgebase

13. Tip 2:
Leverage Your Knowledgebase

14. Tip 2: Leverage Your Knowledgebase
Focus on Dynamic Content
80/20 rule applies
• 80% of questions are answered by 20% of your content
Outline workflow specifically around mission-critical,
high volume content
• e.g. New policies affecting customers, product recalls, new
products
Find the balance between perfect and timely content
Develop a workflow to drive continuous
improvement

15. Build It Together
Embrace social interactions & collaborate tools
Collaborate, Collaborate, Collaborate
• Customers
• Partners
• Employees: Extend the contact center to the back office
Extend content creation
• Wikis
• Blogs
• Forums

16. Tip 2: Leverage Your Knowledgebase
Deploy it
EVERYWHERE

17. Tip 3:
Right Channel Your Customers

18. Tip 3: Right Channel Your Customers
Most Used Customer Communication Channels
Telephone
Knowledgebase FAQ
Email
Chat
Community
Click to Call
Screensharing
Virtual Agent
Mobile / SMS
Social Media
0% 10% 20% 30% 40% 50% 60% 70% 80%

19. Tip 3: Right Channel Your Customers
Offer online customer service channels to meet your customers’ needs
• Self-service • Virtual agent • Click to call
• FAQs • Mobile • Proactive or
• Site search • Proactive or reactive chat
• Virtual agent reactive chat • Co-browsing
• IVR • Community • Telephone
• Social forums
Low Medium High
Complexity Complexity Complexity

20. Tip 3: Right Channel Your Customers
Web Self-Service: Your First Line of Defense
• Is your Help Center easy to find?
• Does it offer answers to all your most frequently asked questions?
• Does it contain a contextual escalation path to live support?
• Is search prominently featured?

21. Tip 3: Right Channel Your Customers
Email
Auto Acknowledgement
• Setting expectations
• Pointing to self-service tools
• Bypass Web forms
Auto Response with auto-close
• 100% accurate?
• Describe escalation methods
Auto Suggest
• Multiple questions
• Customer history or data
Auto Delete
• Thank you
• Customer history or data

22. Tip 3: Right Channel Your Customers
Chat: Location, Location, Location
Every page?
“Contact Us” Page?
Inflection Points?
Proactive vs. Reactive

23. Tip 3: Right Channel Your Customers
Proactively engage your customers
• Use analytics to determine whether or not to engage a customer
• Use metrics to create conditions and rules for candidates
• Rule and agent initiated customer engagements
Leverage existing Web content during session
• Teach agents the customer experience
• Use Chat Text and Page Push
Data Collection
• Name
• Email Address
• Subject
• Hidden Data

24. Tip 4:
Create Great Agent Workspaces

25. Tip 4: Create Great Agent Workspaces
Provide access to 80% of needed information 80% of the time
Customize workspaces based on agent skills
Provide simple integration to data – invoices, billing, histories

26. Tip 4: Create Great Agent Workspaces
A workspace is a user interface which enables an
agent to perform day-to-day activities effectively.
Flexibility – Map workspaces to business processes
• Role-based user interfaces
• Channel-specific agent workspaces
• Controlled access to external data
Productivity – Everything is one click away
• Reduce number of clicks/keystrokes for navigation
• Single view
• Maximize screen real estate
Manageability – Non-programmatic design & deploy
• Drag & drop design
• Edit / read-only access

27. Tip 5:
Push to the Right Channel

28. Tip 5: Push to the Right Channel

29. Tip 5: Push to the Right Channel

30. Tip 5: Push to the Right Channel

31. Tip 5: Push to the Right Channel

32. Tip 5: Push to the Right Channel
On your Web site
• Home page
• In global navigation
• Help page - list channels in the order you want customers to use
them
Market channels in all customer communication
• Work with marketing to create a service awareness program
- Educate customers on the service options available to them
Remind customers about available service channels
whenever possible in:
• Newsletters
• Up-sell, cross-sell emails
• Direct mail
• Social marketing

33. Measuring Your Success

34. What’s Next: Measuring Success
Criteria for measuring success:
• Transaction Completion Rate
• Deflection
• Positive Experience
• Repeat Use
• Increased Time on Site
• Conversion Rate
• Customer Satisfaction
• Revenue
• Web Traffic

35. Watch Out for Common Obstacles

36. Conclusion
Five Tips to Productive Multi-Channel Service
1. Maximize First Contact Resolution
2. Leverage Your Knowledgebase
3. Right Channel Your Customers
4. Create Great Agent Workspaces
5. Push to the Right Channel
These tips give you a new model for servicing
customers that will increase agent productivity,
reduce cost, and increase profit per interaction.

37. Thank You
Questions:
• WebEx Chat Panel
• Twitter: @Moxiesoft & @dlowy
Session recording and presentation will be sent via
email
Contact Us:
• info@moxiesoft.com
• +1.800.474.1149
• www.moxiesoft.com