Pro-active Online Service Proactive Engagement in the Cloud Josh Dodge Client Success Specialist 1 Copyright Copyright©©2012, 2012,Oracle Oracleand/or and/orits itsaffiliates. affiliates.All Allrights rightsreserved. reserved. Insert InsertInformation InformationProtection ProtectionPolicy PolicyClassification Classificationfrom fromSlide Slide16 12 Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle. 2 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 Agenda Why Proactive Engagement? Common Proactive Rules Why Oracle Engagement Engine? Customer ROI Q/A Discussion 3 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 Why Proactive Engagement? 4 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 BEHAVIORS More Options ISSUES More Access Expectations And Demands Are Rising 5 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 Service Matters More than Price Banks Insurance providers 74% 68% Retailers Hotels Credit card providers Internet service providers Airlines Wireless service providers TV service providers PC manufacturers 87% 86% Medical insurers Investment firms 89% 58% 58% 85% 78% 84% 83% 72% 82% 75% 82% 73% 82% 75% 82% 72% 80% 73% 77% 66% Base: US online consumers Source: Forrester’s North American Technographics Q4 2008 Customer Experience Online Survey 6 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 Good customer service Low prices Consumers Prefer Voice & Chat Channels Source: Creating Channel Harmony Versus Channel Conflict 7 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 Customer Engagement is a Balancing act “85% of business leaders say that their organization is placing an increased importance on customer service…..1 • Potential revenue loss for not offering a positive, consistent, customer experience is 20% of their annual revenue, or $400M for a $2B firm 2 • Customer Churn - 89% of customers say they’ve switched brands because of a poor customer experience.2 … a majority of these same organization are looking to increase customer satisfaction with a limited or no increase in cost.”1 Top 3 Priorities: o Improve Cross Channel Ex o Improve Online Support Ex o Improve Online Purchase Ex “Good service is hard to deliver …the contact center technology ecosystem has grown more complex”3 1- Aberdeen Group CSO Summit report 2012 2- Oracle Survey: Global Insights on Succeeding in the Customer Experience Era 2013 8 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 3. Navigate the Future of Customer Service, Forrester Research, Kate Leggitt, Jan 30 2012 Insert Information Protection Policy Classification from Slide 12 Reality Check: Channels Average Cost Conversion Rates Product Complexity First Contact Resolution 9 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 Common Proactive Rules Capturing the low hanging fruit! 10 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 Priceline Invite after timeout on the page 11 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 Chico’s Timeout on Page Detect wrong coupon or gift card number 12 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 Allstate Adapts engagement to error codes 13 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 Sony Engage with customers leaving the cart 14 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 Why Oracle Engagement Engine? 15 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 Oracle Engagement Engine Engagement Engine History Increases The Engagement Engine is based on more than 10 years of expertise in rules-based deployments, use case validation and product evolution through Oracle service and sales solutions. 16 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 Acquisition Retention Efficiency Easy to Deploy Example of JavaScript to be placed on any web page. <script type='text/javascript'>window.ATGSvcs = {'eeid': Account Id};</script> <script type='text/javascript' src='//static.atgsvcs.com/js/atgsvcs.js'></script> 17 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 Easy to Configure 18 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 Oracle Engagement Engine On Demand Apply complex logic to customer engagement on the website through a simple interface 19 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 Oracle Engagement Engine Drives All Channels Web Engagement Engine Tag Engagement Engine leveraging Recommendations Engine Click to Chat 20 Click to Call Virtual Assistant Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Knowledge Surveys Insert Information Protection Policy Classification from Slide 12 Custom & Third Party Engagements Oracle Engagement Engine Added Benefits Integrate any custom JS and web analytics to the events driven by the engine 21 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 Customer ROI Highlights 22 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 Retail • • 20-40% conversion rate for Click to Chat sessions 20-30% increase in AOV for checkouts after a Click to Chat • 58% of online customers use Click to Chat before ordering a product • 45% increase in AOV for Internet customers with Click to Chat 3X conversion rates for Click to Chat users • 23 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 Telecommunications Providers Customer Oracle Benefits • 10%+ increase in online revenues with Click to Call • Reduced customer attrition • • Chat agents handle more than 3 simultaneous chats Average customer wait time less than 17 seconds • Generates over 250,000 chats per month and successfully reduced phone use Realized substantial cost savings thanks to global deployment via TeleTech and Convergys • 24 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 Travel & Leisures Customer Oracle Benefits • • • 25 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Achieved 30% Conversion Rates on Click to Call interactions, double the conversion rate on 1-800 calls Over 25% of users said the service “saved” them from clicking to competitor Drove 50X net revenue in additional reservations when compared to the cost of the service • 45% of customers who used click to call converted versus 25% on their normal 800# calls. Extensive AB Testing demonstrated that Click to Call did not cannibalize sales and represented incremental revenue uplift. • • 80% of calls initiated with Click to Call converted into reservations 18% reduction in Web site abandonment Insert Information Protection Policy Classification from Slide 12 Financial Services Customer Oracle Benefits • • • 26 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 37% reduction in abandonment 17% reduction in average handling times thanks to cross Live Context (cross channel data passing) 82% of live help users claimed Live Help made it easier for them to get help, information or customer service compared with other contact options (email, telephone #) • 18% increase in call volumes for cross-sell and up-sell opportunities • • 25.1% lift in conversion as a result of Click to Call 41.2 % increase in average order size Insert Information Protection Policy Classification from Slide 12 Insurance Customer 27 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Oracle Benefits • • • 37% conversion rate increase for Live Help users 41% conversion rate for Click to Call users 28% conversion rate for Click to Chat users • • 30% increase in inbound prospect inquiries with Click to Call 25% reduction in abandonment for Click to Call users • 25% conversion rate on Click to Call sessions Insert Information Protection Policy Classification from Slide 12 Q/A and Discussion 28 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 12 Thank You