Innovate with the 3 I’s of Customer Service Excellence
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With 88% of all organizations delivering a multi-channel service experience, the differentiating factor will now be in the quality of those interactions. How can customer service professionals step up their game? See SAP's Hansen Lieu's presentation from a recent CRM Magazine webcast.
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Innovate with the 3 I’s of Customer Service Excellence
- 1. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 1Internal Innovate with the 3 I’s of Customer Service Excellence Hansen Lieu SAP Cloud Marketing
- 2. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 2Internal THE WORLD OF CUSTOMER SERVICE HAS CHANGED HAVE GREATER CHOICE ARE MORE OPEN TO CHANGE ARE MORE EMPOWERED TODAY’S CUSTOMERS
- 3. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 3Internal THEY EXPECT COMPANIES TO: Be more proactive Be better informed than they are Be one step ahead of them Be present where they are CUSTOMERS HAVE MORE CHOICES THAN EVER, SO THEIR EXPECTATIONS HAVE GONE UP
- 4. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 4Internal SOURCE - CUSTOMER MANAGEMENT IQ EXECUTIVE REPORT WITH 88% OF ALL ORGANIZATIONS DELIVERING A MULTI- CHANNEL SERVICE EXPERIENCE, THE DIFFERENTIATING FACTOR WILL NOW BE IN THE QUALITY OF THOSE INTERACTIONS.
- 5. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 5Internal 5© 2014 SAP AG or an SAP affiliate company. All rights reserved. - Nelson Boswell Here is a simple but powerful rule: always give people more than what they expect to get.
- 6. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 6Internal INCORPORATE SYSTEM INNOVATIONS TO DELIVER A HIGHER QUALITY OF SERVICE Deeper customer INSIGHTS INTERGRATION across channel and enterprise solutions More personalized INTERACTIONS
- 7. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 7Internal 7© 2014 SAP AG or an SAP affiliate company. All rights reserved. CUSTOMER INSIGHT CONNECT THE DOTS Who is the customer? Past service interactions across any channel Prior purchases Customer life time value
- 8. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 8Internal ENTERPRISE INTEGRATION LEVERAGE THE ENTERPRISE Complete and consistent data and processes across solutions Collaborate to solve customer problems Omni-channel customer service
- 9. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 9Internal PERSONALIZED INTERACTION DELIVER THE UNIQUE EXPERIENCE Know the customer beyond service Cater to customer preferences Anticipate their needs and interests Humanize the experience
- 10. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 10Internal Customer INSIGHT Enterprise INTEGRATIONS Personalized INTERACTIONS THE THREE I’S OF CUSTOMER SERVICE EXCELLENCE
- 11. © 2014 SAP AG or an SAP affiliate company. All rights reserved. 11Internal 11© 2014 SAP AG or an SAP affiliate company. All rights reserved. Feel free to connect with me at : hansen.lieu@sap.com @hansentweets http://www.linkedin.com/in/hansenlieu THANK YOU! Agent Assisted Service SAP Cloud for Service SAP Business Communications Management (BCM) SAP JAM Self-Service SAP HANA Cloud Portal, Support site option Social Customer Service SAP Cloud for Social Engagement SAP Social Media Analytics by Netbase SAP JAM CLOUD SAP CRM Interaction Center SAP CRM Service SAP Business Communications Management (BCM) ON PREMIS Field Service Management SAP Cloud for Service (mobile app included) SAP Cloud for Social Engagement SAP 3D Visual Enterprise SAP CRM Service Manager mobile app SAP Workforce Scheduling & Optimization by Clicksoftware SAP Multi Resource Scheduling (MRS) Visit SAP.com for more information on SAP Customer Service Solutions http://www.sap.com/solution/lob/customer-svc.html
Hinweis der Redaktion
- [Talk track:] Fundamentally, a number of key things have changed the world of customer service. We all know this from our own personal and professional lives, because everyone of us interacts with customer service organizations day-in and day-out. First of all, we’re expecting great choice in how to interact with customer service. A study shows that more than half of all U.S. firms offer at least 6 interaction channels for customer service. Also, we’ve never been more willing to jump ship: Another study revealed that 89% of consumers have stopped doing business with a company after experiencing poor customer service. Lastly, customers have become much more educated and empowered: 73% of firms trust recommendations from friends and family, while only 19% trust direct mail
- [Talk track:] This battle for customer experience has, to some degree, perpetuated itself by empowering the customer. As they have better experiences, they expect better experiences. And, given that they have the money, today’s customers find themselves in a buyer’s market and set their expectations accordingly. They expect: The companies they interact with to take proactive measures to ensure a great experience Everything to be personalized, and any communication to cater to their preferences while respecting their privacy The service agents they interact with to anticipate their needs and be ahead in terms of understanding and solving their problems That the companies they do business with will support the communication channels that they prefer
- [Talk track:] To expand on the last point about channels, multi-channel customer service has become commodity. The customer expects you to be on the social channels that they are, and web chat, an online support portal, and traditional channels like email and phone are all taken for granted. The point here is that it’s not good enough to support the channel – it’s about maintaining a consistent high quality interaction across every channel the customer chooses.
- [Talk track:] So, what’s the solution? With high customer expectations and limited resources, how do you give a customer more than they are expecting to get?
- Meet customer preferences (interaction channels, reactive vs. proactive service) Know customer beyond service (i.e. sales interactions, marketing interactions, etc)
- Ensure seamless handover from marketing to sales to service Provide insight from other enterprise systems (e.g. billing, inventory, supply chain)
- Meet customer preferences (interaction channels, reactive vs. proactive service) Know customer beyond service (i.e. sales interactions, marketing interactions, etc)
- [Talk track:] Customers expect to receive efficient, effortless, personalized service from companies that they interact with. Therefore service agents need: access to a customer’s profile, current situation, and prior purchase and interaction history access to knowledge management, delivered in a proactive way, across communication channels and touch points, and context-sensitive to the customer’s persona and the issue at hand. ability to collaborate in context with subject matter experts across the enterprise to increase first-contact resolution rates.