Weitere ähnliche Inhalte Ähnlich wie Omni-Channel – hype or reality? (20) Kürzlich hochgeladen (20) Omni-Channel – hype or reality?1. Omni-channel: Hype or reality?
Learn how to provide a consistent
customer experience across all your
channels
Kate Leggett, Principal Analyst
Forrester Research
1
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2012
2. Customers want to engage with companies on their
terms, when they want, and where they want
2
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3. Fifty-two percent of consumers agree: “I am very
likely to abandon my online purchase if I cannot find
a quick answer to my questions”
Source: North American Technographics® Customer Experience Online Survey, Q4 2012(US)
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4. Seventy-one percent of consumers agree: “Valuing my
time is the most important thing a company can do to
provide me with good customer service”
Source: North American Technographics® Customer Experience Online Survey, Q4 2012(US)
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5. Customer effort is a key component of Forrester’s
customer experience index
5
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6. Few companies deliver an outstanding experience
61%
Source: January 15, 2013, “The Customer Experience Index, 2013” Forrester report
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7. Consumers want to use a range of communication channels
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8. Many companies have invested in a broad array of
communication channels for cost containment reasons
Source: December 18, 2009, “It’s Time To Give Virtual Agents Another Look” Forrester report
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9. But not all channels are equally effortless, and this
impacts satisfaction ratings
9
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10. Customers Complain About Poor Service
10
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February 2013 “Navigate The Future Of Customer Service”
11. And social technologies amplify negative opinions about
your brand
11
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12. Take a step back and think about the journey that
customers expect to have with a company
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13. Most of the time this journey is fractured.
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www..com
14. Your customers switch to more expensive channels when
online interactions lets them down
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15. ROI Models Show That Lost Revenue After Failed Website
Visits Adds Up Quickly
© 2012 Forrester Research, Inc. Reproduction Support
15August 2012 “Websites That Don’tProhibited Customers Waste Millions”
16. Most companies are a mess of disconnected technology
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www.astutesolutions.com
17. Companies are not investing in shoring up the foundations of
good interactions
40%
Support for home workers
Computer telephony integration (CTI)
36%
Workforce optimization
35%
Multichannel integration (such as web, email, text, video,…
35%
31%
Upgrade interactive voice response (IVR)
Proactive outbound notification (SMS, email, voice, social…
29%
Social media support
28%
Upgrade the contact center to VoIP
28%
UC integration for presence and access to others (e.g.,…
27%
17%
Add speech-recognition applications to IVR
15%
Contact center managed services
12%
Multimodal support such as mobile SMS and video
10%
None of the above
Don't know
Other
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3%
2%
Source: Forrsights Networks And Telecommunications Survey, Q1 2012
© 2012 Forrester Research, Inc. Reproduction Prohibited
Base: 346 North American and European Network and Telecommunication Decision-makers
18. Agents don't have access to the right information at the right
time
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19. The volume of social inquiries and comments overwhelm
companies
19
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20. Companies offer more customer touchpoints than ever
before
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21. Start by asking yourself who are your customers?
What are their
personas?
What do they want from
you?
How do they want to
interact with you?
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22. What are your customer’s journey?
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23. Look at reducing the effort in helping customers
achieve their goals
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24. Focus on people, process and technology to move
the needle on multichannel customer service
experiences
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25. We Know Customer Experience
Improving the customer experience for over 23
years.
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26. The Hurdle to Omni-Channel
Siloed systems and processes lead to a
fragmented customer journey
On the Web
At the Store
At the Contact Center
Via Voice
Your Customers
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Your
Organization
27. Migrating to Omni-Channel
By improving the customer experience at every
touch point
On the Web
At the Store
At the Contact Center
Via Voice
Your Customers
Your Organization
with Consistency & Continuity
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28. Jacada Multi-Touchpoint Solutions
Avoid Calls, Reduce Average Handle and Training Time, Improve the
Customer Experience
Unified Desktop
Process Guidance
Scripting
Visual IVR
Web & Mobile self service
At the Store
On the Web
Via Voice
At the Contact Center
Your Customers
Your Organization
Interaction Platform (Workflow, Next Best Action, Content)
Integration Platform (Web/Windows/Legacy)
with Consistency & Continuity
28
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29. Thank you
Kate Leggett
Steve Herlocher
+1 (650) 269-8658
Twitter: @kateleggett
Blog:http://blogs.forrester.com/ kate_leggett
kleggett@forrester.com
www.forrester.com
+1 (770) 776-2218
sherlocher@jacada.com
www.jacada.com
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