General Presentation The Selfservice company
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The document discusses optimizing the online customer journey through self-service solutions, highlighting the benefits such as improved customer satisfaction, reduced contact costs, and increased sales conversion. It features case studies showcasing successful implementations that led to significant cost savings and enhanced customer insights. Key factors for success include relevance, knowledge maintenance, and effective interaction design.
General Presentation The Selfservice company
- 1. Optimizing the online customer journey Sales presentation – Oct 2010
- 2. 2 Improving customer experience Saving costs Increasing online sales conversion Gaining valuable insights Starting the dialogue with your customers online
- 3. 3 The Selfservice Company answers customer questions online Offices in UK, The Netherlands and Germany (> 85 employees) 60 million questions answered this year Recognized as Gartner Cool Vendor 2010 Selected as Deloitte Fast 50 Rising Star 2010 Every client is a reference
- 5. How can I help you online?
- 6. How can I help you online?
- 7. Excellent Business case Reduce customer contact costs Average email reduction 50+%, call reduction 15% Increase sales 5% improvement to revenue Improve customer satisfaction Average rating > 8 (out of 10) Improved customer insight Improved processes driven by new customer data
- 8. 8 How many of your customers prefer online?
- 9. 9 More than 50% prefer online!
- 10. 10 More than 60% use online first!
- 11. Live case: virtual Kim of KPN Improved Net Promotor Score and customer satisfaction Improved customer insights and central knowledge management
- 12. Cost reductions Less emails and calls Better use of valuable employees One central knowledge source Typical ROI less than 3 months
- 13. Live case: virtual Eva of Dutch Railways Email reduction next day after implementation 50%
- 14. More sales More trust Helping customers complete order forms Replacing order forms by dialogues Behavioral triggering Starting dialogue earlier in customer journey
- 15. Live case: virtual Jaap of Ditzo 2 x winner of usability award Highest form completion in the market Fastest growing insurance company
- 16. Live case: virtual Rosa of Robeco Succesfull lead generation for mortages Positive customer and prospect feedback
- 17. Customer insight What Questions, from who and when? How are the questions formulated?
- 18. Key factors for successful implementation Relevance & recognition quality Knowledge maintenance and optimization Interaction design Live fallback – customer choice
- 19. Relevance 1 answer for one questions Accuracy (at least 85%) Use of context: where and when is the question asked o Customer profile o Dialogue history o Click behavior o Time o Device o Reference source (Google, banner, emailing..) o …
- 20. Knowledge maintenance After implementation the work starts Continuous process for improving, adding and deleting content and recognition rules 40% of expected FAQ are used! Actual customer questions and feedback are leading (not the internal organisation) Multichannel use of knowledge: same answer on all channels
- 21. Interaction design Small investment, large impact Female virtual assistant better than male Photo works better than cartoon Use of video looks promising Testing customer experience important!
- 22. Live fallback Selfservice should never cause frustration Live fallback: chat, push to call, call me now, email, telephone reference Offer live fallback based on business rules: No recognition Sensitive questions Complaints Huge sales opportunity Customer channel preference Offer undisrupted customer journey Transfer selfservice history to agent One view of the customer Centralised knowledge
- 23. Thank you for your time!