Consistently Deliver an Exceptional Experience Throughout the Customer Journey March 2015 Everything Is Amazing…and Nobody Is Happy © 2014 Convergys Corporation. All rights reserved. Convergys Confidential and Proprietary 2 What’s the Big Deal Anyway? People are Talking… “In 2015, we predict that customers will continue to demand effortless interactions over web and mobile self-service channels.” ” – Kate Leggett, Forrester Research Factoids… 1.3+ billion Active Users on Facebook 680+ million Active Mobile Users of Facebook % of Users Log In Everyday 48 % “Companies may hesitate to engage with media that any middle-school student can access. But if you fail to adapt to and use your adversaries’ best tactics, you cede the field of battle.” – Leslie Gaines-Ross, 645+ million Accounts on Twitter 58+ million Tweets per Day Harvard Business Review 43% % of users who use their phone to tweet “Companies are using newer technologies and striving for a seamless omni-channel experience, but still feel most comfortable with traditional channels. A significant barrier to adding new support channels is cost (43%). Integration challenges such as inability to align with existing systems (44%) and fears about implementation (39%) are also barriers..” – Forbes Insights – Modern Customer Experience © 2014 Convergys Corporation. All rights reserved. Convergys Confidential and Proprietary 1.28 billion Shipped worldwide in 2014 1.87 billion By 2018 15%-25% Increase in Broadband Speeds in 2015 3 Digital engagement is strong and growing. 67 42 MANAGE MOST % 47 ACCOUNTS ONLINE % TRANSACTION S VIA MOBILE APP 11 TO AVOID CALLING TYPICALLY ACCESS 28 % 12pt INTERNET VIA MOBILE PREFER TEXT % 3pt © 2014 Convergys Corporation. All rights reserved. Convergys Confidential and Proprietary % 5pt CAN HANDLE ALL 8pt WILL DO ANYTHING OVER EMAIL WHEN CONTACTING 4 Where is digital’s biggest impact? Suppressing phone contacts. Most Recent Channel Used phone .COM in-person 48% 36% 2011 2013 36% 2014 12% 20% 20% 22% 25% 23% 2011 2013 2014 2011 2013 2014 0% 1% 4% 1% 5% 4% 2011 2013 2014 2011 2013 2014 app m.COM ONLINE CHAT: © 2014 Convergys Corporation. All rights reserved. Convergys Confidential and Proprietary 42011% 42013% 42014% 5 Why is chat usage flat? It’s still not top-of-mind. When using chat, do you… Impact on Satisfaction % satisfied among chat users 75% active 67% 27% 74% active passive Log in with intent to use © 2014 Convergys Corporation. All rights reserved. Convergys Confidential and Proprietary 14 in passive FEEL THAT HOW COMPANIES OFFER CHAT IS ANNOYING 6 Relative to other contact channels, chat is considered one of the hardest to use. Effort Ratings: % Easy How to convert calls to chats? most recent channel among those who prefer to call 76% 75% 73% 72% 72% © 2014 Convergys Corporation. All rights reserved. Convergys Confidential and Proprietary Phone Chat IVR E-mail m.CO M App Inperson .COM 62% 60% 58% 19% 12% 12% 10% 9% 9% WOULD NEVER USE CHAT MAKE CHAT MORE ACCESSIBLE, AVAILABLE ENABLE CHAT TO BE FASTER, EASIER TO USE MAKE AGENT MORE KNOWLEDGE., ACCURATE SITUATION/NEED, USE FOR SIMPLER TASKS MORE USER-FRIENDLY, BETTER FUNCTIONALITY 7 Customers Simply Want… …a more personalized experience in all contact channels. They expect you to know: Who they are Customer name Purchased products or services Purchase history Customer name Preferences Purchase history Service issues Preferences Service issues Channel preference Service issues © 2014 Convergys Corporation. All rights reserved. Convergys Confidential and Proprietary 8 The end goal: a successful customer journey Customer Experience IS the cumulative impact of multiple touch points throughout the customer’s journey © 2014 Convergys Corporation. All rights reserved. Convergys Confidential and Proprietary 9 What are the Digital Engagement Trends? Customers increasingly prefer and expect digital engagement options like chat, email, etc. However… No 360 View © 2014 Convergys Corporation. All rights reserved. Convergys Confidential and Proprietary No Context Hard to use Response Times 10 Managing and Optimizing Digital Interactions © 2014 Convergys Corporation. All rights reserved. Convergys Confidential and Proprietary 11 Satellite Provider Case Study Deployment – Chat used for customer service and sales support – Agents receive 2 concurrent chats – Sales chats route immediately to agent; service chats can queue Current metrics – Client handles ~350,000 chats per month; 4 million per year – 200 chat sales agents in the Philippines © 2015 Convergys Corporation. All rights reserved. Convergys Confidential and Proprietary 12 Satellite Provider Case Study Engagement Engine Deployment – Successful deployment of the Engagement Engine into production environment November 2013 Current Solutions – The following Rules were implemented as part of the Engagement Engine Project: Cart Time on Page Rule 30 seconds Goals of Deployment Drive and reduce abandonment Increase sales and conversion Lower amount of support calls Increase customer satisfaction Current EE Stats (01/10/14) Total Invitations Rule Triggered Additional Savings Rule Cart Abandonment Rule Compare Overlay 30 IDLE Compare Overlay Time on Page Rule Abandon Cart Email Rule % chats/offe rs % Conversion/ chats 216,754 11,851 1,667 15442 1043 425 7.12% 8.80% 25.49% 10.10% 10.26% 7.76% Compare Overlay 30 IDLE 4,455 284 6.37% 9.86% Compare Overlay Time on Page Rule 2,287 194 8.48% 10.82% Abandon Cart Email Rule 1,381 153 11.08% 24.84% 238,395 17541 7.36% 10.19% Cart Time on Page Rule 30 secs Savings Rule Cart Abandonment Rule Total © 2015 Convergys Corporation. All rights reserved. Convergys Confidential and Proprietary Actual chats 13 Technology Provider Case Study Solution Overview Deployment – Software subscription renewal notifications sent via email – First renewal campaign launched on Dec. 10, 2013 – Branded, personalized outbound email – Renewal notifications are sent 120 days prior to renewal and then on regular intervals – Dynamic renewal data includes expiring service contracts and software subscriptions – Invitation to chat with a sales person – Links to knowledge articles – Request a call back after hours – Post-chat survey – Email click-through analysis © 2015 Convergys Corporation. All rights reserved. Convergys Confidential and Proprietary Goals of Deployment Improve customer satisfaction by offering additional channel choice Increase # of interactions with high volume, low value accounts Increase renewal percentage and revenue Track all interaction history on single platform 14 Convergys Sample email and chat invite © 2015 Convergys Corporation. All rights reserved. Convergys Confidential and Proprietary 15 Making a better customer journey come to life Technical Support Customer Care Revenue Generation Customer Retention Collections Design and deliver a turn-key customer journey that fulfills your brand promise. © 2014 Convergys Corporation. All rights reserved. Convergys Confidential and Proprietary 16 Key Takeaways Key Takeaways Design a low effort chat solution that enables high issue resolution rates, drives increased chat usage and is a good experience for customers Deploy the right chat solution as part of a broader self-service contact strategy Make chat relevant for the customer and personalized to individual needs Ensure the chat agent is equipped to effectively manage chat interactions Analyze chat results, transcripts and customer feedback to create better outcomes Ensure effective and efficient chat program operations © 2014 Convergys Corporation. All rights reserved. Convergys Confidential and Proprietary 17 Scalability and Stability Who is Convergys? Half of Fortune 50 companies served © 2014 Convergys Corporation. All rights reserved. Convergys Confidential and Proprietary in revenue of positive free cash flow A Gartner Magic Quadrant Leader in Customer Management Contact Center BPO, Worldwide invested into business annually Insights and Results 88% 1 of clients report consistent high levels of service 9 of 10 Employees Locations 17 years $120M 4 years Performance 125K 31 150 $3B Countries employees are proud to work at Convergys 79% of the top research practices in the US 94% $5B in client revenue generated a year of analytics clients report good value from services People of managers promoted from within 18 A Leader in Chat 12+ YEARS OF CHAT EXPERIENCE 8,000+ CHAT AGENTS MORE THAN 26 MILLION CHATS HANDLED ANNUALLY PROACTIVE MULTICHANNEL CHAT DIGITAL TECHNOLOGY DESIGN TEXT MINING FOR CUSTOMER SENTIMENT © 2015 Convergys Corporation. All rights reserved. Convergys Confidential and Proprietary SOLUTIONS GLOBAL BEST PRACTICES CUSTOMER JOURNEY MAPPING 19 © 2015 Convergys Corporation. All rights reserved. Convergys Confidential and Proprietary 20