Social service in a multi channel world, Brad Bennett, Genesys
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Delivering Effective Customer Service at Social Media Week London 2013. Hosted by Our Social Times, 26/9/13
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Social service in a multi channel world, Brad Bennett, Genesys
- 1. Social Services in a Mul/ Channel World Brad Benne( @bradbenne( Innova.ons Architect EMEA, Genesys
- 2. © 2013, Genesys Telecommunica.ons Laboratories, Inc. All rights reserved. 2 The Perfect Storm Mobile Social Media The Mobile Social Experience
- 3. © 2013, Genesys Telecommunica.ons Laboratories, Inc. All rights reserved. 3 Witnessing Va/can History in 2005 © 2013, Genesys Telecommunica.ons Laboratories, Inc. All rights reserved. 3
- 4. © 2013, Genesys Telecommunica.ons Laboratories, Inc. All rights reserved. 4 Witnessing Va/can History in 2013 © 2013, Genesys Telecommunica.ons Laboratories, Inc. All rights reserved. 4
- 5. © 2013, Genesys Telecommunica.ons Laboratories, Inc. All rights reserved. 5 Messages Addresses & Descrip.ons Notes Phone Wikis, blogs, URLs, forums, customer reviews etc. Email Instant Messaging, Video, Review apps etc. Social Media
- 6. © 2013, Genesys Telecommunica.ons Laboratories, Inc. All rights reserved. 6 Google Glasses Another Disrup/on
- 7. © 2013, Genesys Telecommunica.ons Laboratories, Inc. All rights reserved. 7 Coping with Mul/ple Channels • Channels are mul.plying • Companies are struggling to meet this expecta.on
- 8. © 2013, Genesys Telecommunica.ons Laboratories, Inc. All rights reserved. 8 Most Consumers Use at least 3 Channels to Engage 25% of consumers use 1 or 2 channels 52%of consumers use 3 or 4 channels 22% of consumers use 5 or more channels 3 channels 4 channels 5 or more channels1 channel 2 channels N=8,000 74% use at least 3 channels Source: Ovum
- 9. © 2013, Genesys Telecommunica.ons Laboratories, Inc. All rights reserved. 9 Customers See One Conversa/on • Customers want service that is… • Convenient • Context-‐based • Personal • …regardless of channel, throughout their en.re conversa.on.
- 10. © 2013, Genesys Telecommunica.ons Laboratories, Inc. All rights reserved. 10 © 2013, Genesys Telecommunica.ons Laboratories, Inc. All rights reserved. 10 S/ll Managing Channels in Silos • Customers leave when it is hard to do business • High Costs • Wasted agent .me • Disconnected solu.ons
- 11. © 2013, Genesys Telecommunica.ons Laboratories, Inc. All rights reserved. 11 How can you manage One Conversa/on? Web Contact Center Mobile In Person Social Naviga.on Talk Chat Ques.on Verifica.on Exper.se Talk Consulta.on Tweet
- 12. © 2013, Genesys Telecommunica.ons Laboratories, Inc. All rights reserved. 12 Social Customer Service vs Social Marke/ng
- 13. © 2013, Genesys Telecommunica.ons Laboratories, Inc. All rights reserved. 13 Genesys Social Engagement Business Analy.cs and Repor.ng Enables one conversa.on with the customer A full featured Social Media Management Solu.on Capture Messages and Men.ons Review Content and Associate Business Rules Distribute to the Right Resource Handle and Respond Using any Media Type
- 14. © 2013, Genesys Telecommunica.ons Laboratories, Inc. All rights reserved. 14 Customer Engagement PlaLorm