Transcript
Multichannel. Multilingual.
Eptica Web Customer Service Suite
Listen to the voice of your customers:
They want good service
whichever channel
they contact you through.
Your customers want great service …
Who we are • Leading European provider of Multi-channel customer interaction software
• Transform how you interact with your customers across all customer service channels
• Improve quality of service• Reduce customer service costs • Increase your sales
… whichever channel they contact you through
What we do
Result
The Customer Service “Triple Challenge”
Goal: High quality customer service, lowest operating cost & an increase in sales conversions
High cost High volume Low control
Migrate calls Improve customer experience
Low cost High control Reduced
transaction times Align workflow
to businessprocesses Capture
customerinsight
Improved utilisation of agent resources to drive sales
Online customer
service
Phonechannel
Reduce calls
Migrate contact
through online channels
• Web Self-service • Communities
Deliver a seamless cross-channel service experience
Multi-channelcustomer interaction
history
Centralised cross channel
knowledge base
• Don’t treat your customer as a stranger at the next interaction - make historical data on your customers’ interactions available at every channel touch point
• Centralise multi-channel customer interaction management, integrate with customer database and back office
• Deliver consistent and relevant responses to customer enquiries, whichever channel they contact you through
• Use one knowledge base to treat all channels
Eptica Enterprise Web Customer Service Suite
• Multi channel. Intelligently managed. Integrated. Self-learning.
Self learning knowledge base
• Dynamic. Self-learning. • Semantic search matchesquestions to answers
• Every interaction with theknowledgebase fine tunes the linksbetween questions and answers
• System self-learns from Agentbehavior
• Agents give feedback and proposecontent
• Content published in a few clicks• No manual indexing• No specialist skills • Back office workload minimized
Powerful meaning based search engine
Goal
Approach
Result
• Deliver a consistent and accurate answer
• Based on meaning not keywords
• Improved quality of service
• Improved First Contact Resolution• Reduced costs
Core strengths
• Superior, intuitive online customer experience. First Contact Resolution via Eptica Self-service typically exceeds 90%. E.g. Haven FCR 93%
• Advanced ‘meaning based’ search. Fundamental to customer satisfaction and maximum deflection. E.g. only 4.8% of Haven self-service users escalate to contact centre
• Email response management specialists. First Contact Resolution via Eptica Email Management more than 90%. E.g. Virgin 91%
• Sales enhancement through extending customer interaction management into the enterprise. E.g. Société Généralesales increased by 5%
• Multi-language capability with up to 26 languages managed from one solution. Automatic language detection and routing.
Answering the Customer Service “Triple Challenge”
Goal: High quality customer service, lowest operating cost & an increase in sales conversions
High cost High volume Low control
Migrate calls Improve customer experience
Low cost High control Reduced
transaction times Align workflow
to businessprocesses Capture
customerinsight
Improved utilisation of agent resources to drive sales
Online customer
service
Phonechannel
Reduce calls
Migrate contact
through online channels
• Web Self-service • Communities
The Customer Service “Triple Challenge”
Goal: High quality customer service, lowest operating cost & an increase in sales conversions
Web Self-Service
Email Management
Chat
Improved utilisation of agent resources to drive sales
Online customer
service
Phonechannel
Reduce calls
Migrate contact
through online channels
• Web Self-service • Communities
Eptica Self-service: Simple, intuitive user experience
• Top 10 Hitwise site • Record breaking
ecommerce growth, inbound contact escalating
• After Eptica: only 6.7% of Web self-service users escalate to email
• Email First Contact Resolution 90%
“One of the reasons we selected Eptica was the simplicity of the system from a user perspective, once we’d decided to go ahead it was up and running within 5 weeks. The contrast before and after Eptica was extraordinary – we couldn’t have handled the Christmas peak this year without it.”
Sharon Biltcliffe, customer service manager, Republic
First point of contact - accessible help on every web page
After Eptica:• only 4.8% of Web
self-service users escalate to email
• Inbound emails reduced 100%
• Email First Contact Resolution 93%
• Email handling time reduced from 2.3 to 1.43 minutes
• Sales increased 5%
Stop FAQ questions getting in the way of sales conversion
Panasonic: easy access to product support
• Accommodates all search behaviour:
- Natural (organic) language and keyword search
- Visual navigation to browse-able knowledge base
- Intelligent FAQs
Exploit multimedia within self-service
• Customers can resolve issues in their own time
• Removes the need to endure a lengthy customer service call
• Improves customer experience• Deflects a significant volume of
support calls
• For sales: real time visitor monitoring enables you to step in and help customers when they need it e.g. known abandonment points, shopping cart, quotation engine
• For service: filter low value unnecessary chats away from customer service by offering as an escalation point from Web Self-service
• Features: Rules based invitation engineAutomatic rules based distributionPre-scripted answersPush pagesCo browsingConversion trackingDetailed productivity reporting
Eptica Live Chat
Listen to the voice of your customers:
“When I am on your website
and need help: I want to chat
without having to phone.”
Embrace Social Customer Service
• Integrate links to social networks within self-service
Customers can seek answers from the community
Communities
• Harvest social knowledge for insight and integrate with your self-service knowledgebase
• Listen, Interact and respond to social media
Scan social media to detect customer issues
Use Eptica routing capabilities to route events to the right people in
the company
Use Eptica workflow to process and monitor these interactions
Multi channel universal queue
EmailPhone
WebmailSocial Customer
ServiceLetter
SMSFax
Skills based matching and other status information is shown graphically
Multi-lingual Customer Service – one solution
• Automatic language detection, workflow and routing
• 26 languages including Chinese
• Determines language and content of an inbound enquiry
• Routed to agents based on language skills and availability along with the best answer from the knowledgebase in the corresponding language
• Available from the Cloud
Enterprise wide customer service
• Enable internal experts and sales channel to engage in customer service
• Different workflows for different enquiries e.g. prospect, existing customer
• Integration with IT infrastructure, CRM systems and corporate email directories
• Scalable to millions of inbound enquiries - 5,000 to 50,000 enterprise users
• Secure authentication to guarantee safety and confidentiality
• Complete track and trace visibility of every interaction
Answering the Customer Service “Triple Challenge”
Goal: High quality customer service, lowest operating cost & an increase in sales conversions
High cost High volume Low control
Migrate calls Improve customer experience
Low cost High control Reduced
transaction times Align workflow
to businessprocesses Capture
customerinsight
Improved utilisation of agent resources to drive sales
Online customer
service
Phonechannel
Reduce calls
Migrate contact
through online channels
• Web Self-service • Communities
For more information, please visit www.congex.com
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