- 1.Interactive eBook from NuanceEnhancing Customer CareThrough a
Multi-Channel ApproachLearn how smart automation delivers an
effortlesscustomer experience and builds loyalty.Make sure to
download and save the file to your computer to access all the
interactive features.2002-2011 Nuance Communications, Inc. All
rights reserved.
2. Interactive eBook from Nuance Table of Contents How Important
is CSAT Really?. . . . . . . . . . . . . . . . . . . 3 Just Solve
My Problem Please . . . . . . . . . . . . . . . . . . . . 4 The
Overlooked Metric: Customer Effort . . . . . . . . . . . . . 5 Good
Self-Service Wins Loyalty . . . . . . . . . . . . . . . . . . . 6
Connecting the Care Silos: Its Not Magic . . . . . . . . . . . . 7
Delivering Smarter Automated Customer Care . . . . . . . . 8For
Financial Services. . . . . . . . . . . . . . . . . . . . . . . .
9For Healthcare Insurance . . . . . . . . . . . . . . . . . . . . .
10For Utilities . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . . . . 11For Travel & Hospitality. . . . . . . . . . . . .
. . . . . . . . . 12 Nuance Complete Care. . . . . . . . . . . . .
. . . . . . . . . . . 13 Get Interactive: This eBook contains
embedded interactive resources like audio Financial Services
ScotiaBankInsurance UtilitiesTravel & Hospitality and Flash
files. Please make sure Flash AppointmentPayment Reminder Claims
StatusFlight Cancellation Case Study Reminder Call SampleCall
Sample Call Sample Call Sample your computer speakers are set to
stereo mode.2002-2011 Nuance Communications, Inc. All rights
reserved. 2 3. Interactive eBook from NuanceHow Important is
Customer Satisfaction Really?Most companies at one time or another
haveattempted to assess their customer satisfactionlevel. If you
Google methods for measuringcustomer satisfaction, youll get nearly
4 millionresults. There are almost 80,000 books on thetopic. The
term customer satisfaction wasmentioned in online media outlets
over 13,000times in 2010. (Thats up from 5,000 mentions in2009 and
4,000 in 2008.)Its clear that customer satisfaction is an
importanttopicand an important metric in contact centers.It helps
guide actions, improvements andinvestments.But, have you ever
stopped to think about howsatisfaction truly impacts the bottom
line? Is asatisfied customer truly a loyal customer?2002-2011
Nuance Communications, Inc. All rights reserved.3 4. Interactive
eBook from NuanceJust Solve My Problem PleaseConventional wisdom
holds that to increase loyalty, companies must Loyalty
Drivers*delight customers by exceeding service expectations. But
recentQualityresearch debunks the myth. In fact, the truth of the
matter is far less Selectionextremecustomers simply want their
problem to be solved. CustomerServiceWhen consumers make a buying
decision, there are many things they Productconsider and customer
service is typically an equal consideration. We buy Brandfrom
companies whose brand we like and whose products we admire.But we
leave a company most often because that company failed todeliver on
customer service expectations. The consumer impulse to Disloyalty
Drivers*punish bad service outweighs the reward for delightful
service.BrandProductCustomer SelectionSo how can you deliver on
customer expectations and earn their loyalty? Service QualityA
large-scale study of contact center and self-service interactions
byHarvard Business Review finds that what customers really want
(butrarely get) is simply a satisfactory solution to their service
issue. Thestudy shows that when it comes to service, companies
create loyal Get Interactive:customers primarily by helping them
solve their problems quickly andWant a free copy of this report?
Click here.heres the keyeffortlessly.* Stop Trying to Delight
YourCustomers Matthew Dixon,Karen Freeman, and NicholasToman
(August 2010).2002-2011 Nuance Communications, Inc. All rights
reserved. 4 5. Interactive eBook from NuanceThe Overlooked Metric:
Customer EffortHow much effort did the customer have to expend?
Whatsthe likelihood theyll be successful? Customer efforttheease at
which a customer can obtain serviceis anoften overlooked measure of
loyalty.The take away for the contact center? Focus on reducingthe
effort customers must make. Doing so increases thelikelihood that
they will return to your company, increasethe amount they spend and
speak positively (and notnegatively) about youin other words, that
theyll becomemore loyal.For agents to meet customers expectations
they shouldanticipate and head off the need for follow-up
calls,address the emotional side of interactions, minimize theneed
for customers to switch service channels, listen to and learn from
disgruntled customers and focus on problemsolving, not speed.And
when it comes to self-service and automated interactions, you
should take the same approach.2002-2011 Nuance Communications, Inc.
All rights reserved. 5 6. Interactive eBook from NuanceGood
Self-Service Wins LoyaltyYour IVR may be one of the key enablers of
a multi-channelmobile world. From simple self-service tasks such as
PINreset to more complex transactions, IVR as we know it todaywill
provide more than a front door to agents. IVR may be thefix to ease
the headaches associated with so many newincoming messages from
disparate channels.According to the Harvard Business Review study,
companiesbelieve that their customers vastly prefer live
agentassistance over self-service. But the authors data showsthat
customers are actually statistically indifferent about
this.Arguably self-service is more efficient. It gives consumers
afeeling of control. It points to our infatuation with gadgetryand
electronic communication, the authors suggest. Andthey also suggest
it might be that customers are shifting to self-service because
they dont want a relationship withcompanies. Sure, they want their
issues fixed, their problems resolved, but thats it.While this
secular trend could be explained away as just a change in consumers
channel preferences, skeptics mightargue that customers never
wanted the kind of relationship that companies have always hoped
for, and that self-servicenow allows customers the out theyve been
looking for all along.So how do you go about creating a
self-service experience that is exceptional and
effortless?2002-2011 Nuance Communications, Inc. All rights
reserved. 6 7. Interactive eBook from NuanceConnecting the Care
Silos: Its Not MagicPerhaps the biggest driver to delivering an
effortless self-service experience to customers is the ability to
solve theirproblem in the channel they want at the time they want
to use it.Think about it. Over the course of a relationship with a
businessa bank, a credit card company, a pharmacy, airline ora
utility companyconsumers frequently have to contend with disparate
experiences and uncoordinated treatment. Theinbound and outbound
experiences are branded differently, use different terminology and
dont appear to be aware ofeach other. Leaving customers confused
and spending more time on the phone trying to manage their accounts
and theirproblems.Customers need (and want) interactive, intuitive,
natural customer ecause its often deployed Bservice systems,
multi-channel communication (mobile, Web, voice, separately, many
enterprises social media) and personalized service. Every
interaction see outbound IVR as ais a way to strengthen your
relationship with the customer.solution in and of itself; a
betterperspective would be to visualizeSo whats a contact center to
do? What if you could combineproactive communications as athose
experiences into a single cohesive experience. Inbound
withcomponent of an overall customerservice solution. After all,
outbound IVR outbound. Outbound with mobile. Mobile with email.
Email withultimately affects inbound IVR as manyinbound.interactive
outbound applications routecallers into inbound systems.Sound like
magic? Its not. The Emergence of Proactive Communicationsin
Customer Service, Ovum 20102002-2011 Nuance Communications, Inc.
All rights reserved. 7 8. Interactive eBook from NuanceDelivering
Smarter Automated Customer CareThe customer has many regular
contacts with theenterprise. Some are initiated by the consumer.
Example 1: Would you like to pay using the checking account on
file?Others are initiated by the business at theSwitch tocustomers
prior request. Each interaction andOutbound:Inbound: Paymentfollow
up interaction presents an opportunityreminderBill
paymentapplicationto retune, re-personalize and revalidate
thecommunication strategy with this customer.Example 2: Would you
like to sign up for automatic bill payments?Winning self-service
solutions increase the value Generatesof every customer contact by
integrating inbound Inbound: Outbound:IVR interactions with multi
communicationsBill pay call Opt-in up-sell tothereby engaging
customers with smarterconfirmation ofauto billauto bill
payautomated conversations.Example 3: Would you please take our
satisfaction survey?Whether on premise or on demand, NuanceComplete
Care solutions increase the value ofOutbound:Outbound:every
customer contact by integrating traditionallyThanks! Thank
youSatisfactionsiloed inbound and outbound interactions to survey
calltext message with couponsolve more customer problems with
fewercalls.2002-2011 Nuance Communications, Inc. All rights
reserved. 8 9. Interactive eBook from Nuance Get
Interactive:Smarter Automated Customer Care: Hear what a
paymentFinancial Services reminder could sound like with Nuance
Complete Consider the automated interactions around payments. For
example, if a customer Care. Please make sure youris making a late
payment using the inbound IVR, the Complete Care solution computer
speakers are set to suggests a payment reminder for the following
billing cycle. The customer could stereo mode. schedule the
reminder as an email, a text message or even a phone call. And,the
reminders are integrated with your IVR. So when your customer
receives ascheduled reminder call, they could be offered the option
to pay by phone right BEFOREthen and there, Would you like to pay
using your checking account on file? Complete Care DOUBLE CLICK TO
PLAYComplete Care applications for Financial Services could
include:Payment Management AFTER Integrated InboundOutbound Payment
Application Complete CareDOUBLE CLICK Multi-Channel Payment
ReminderTO PLAY Channel-Preferred Payment ConfirmationAccount
Balance Management See how Scotiabank Integrated InboundOutbound
Account Balance Application makes customer Multi-Channel Account
Balance TriggersAlerts service effortless with Customer Preference
Subscription ManagerCLICK TO PLAYpersonalized, pro- Fraud
Prevention Management active notifications. Integrated
InboundOutbound Fraud Application Multi-Channel Fraud Prevention
Alerts Voice Authentication VerificationTransaction Disputes
Management Integrated InboundOutbound Transaction Disputes
Application Multi-Channel Dispute Status Notification2002-2011
Nuance Communications, Inc. All rights reserved.9 10. Interactive
eBook from Nuance Get Interactive:Smarter Automated Customer Care:
Hear what a claim statusHealthcare Insurance could sound like with
Nuance Complete Care.Consider the automated interactions around
claim status. For example, if a Please make sure yourmember
inquires about a claim using the inbound IVR, the Complete Care
solution computer speakers are set to suggests an outbound claim
status notification when the status has changed, using stereo mode.
the members communication preferences. Or, after calling with a
claims statusnotification, include the extra step to ask for the
additional information required tocontinue processing their claim:
Your claim application is being carefully reviewed. BEFOREHowever,
we need to get your medical records for the past year. Complete
Care DOUBLE CLICK TO PLAYComplete Care applications for Healthcare
Insurance could include:Claims Management AFTER Integrated
InboundOutbound Claims Application Complete CareDOUBLE CLICK
Multi-Channel Claims Status NotificationTO PLAY Customer
Satisfaction SurveyWellness Management Integrated InboundOutbound
Wellness Program Application Multi-Channel Wellness Program
TriggersAlerts Customer Preference Subscription ManagerPrescription
Management Integrated InboundOutbound Prescription Refill
Application Multi-Channel Prescription Refill Reminder Voice
AuthenticationVerificationPharmacy Up-Sell Management Integrated
InboundOutbound Prescription Application Integrated Up-Sell
Capability Multi-Channel Promotions Notifications2002-2011 Nuance
Communications, Inc. All rights reserved. 10 11. Interactive eBook
from Nuance Get Interactive:Smarter Automated Customer Care: Hear
what an appointmentUtilities reminder could sound like with Nuance
Complete Consider the automated interactions around a smart meter
appointment reminder. Care. Please make sure yourFor example, the
Complete Care solution could send an outbound appointment computer
speakers are set to reminder and give the customer the option to
either confirm the appointment or stereo mode. reschedule via the
Inbound IVR. Once the appointment has been completed, thecustomer
receives an email with information about accessing billing and
energy AFTERusage via the Web, and is also sent a customer
satisfaction survey via email or a Complete Carephone call.DOUBLE
CLICKTO PLAYComplete Care applications for Utilities could
include:Payment Management Integrated InboundOutbound Payment
Application Multi-Channel Payment Reminder Channel-Preferred
Payment ConfirmationDynamic Pricing Management Integrated
InboundOutbound Energy Usage Application Multi-Channel Time of Use
RateFAQs Notifications Subscription Manager for Customer Channel
Preference ManagementAppointment Management Integrated
InboundOutbound Appointment Reminder Application Multi-Channel
Appointment Reminders Subscription Manager for Customer Channel
Preference ManagementOutage Management Integrated InboundOutbound
Outage Application QueueSmart for Customer Callback Multi-Channel
Outage Status Notification2002-2011 Nuance Communications, Inc. All
rights reserved.11 12. Interactive eBook from Nuance Get
Interactive:Smarter Automated Customer Care: Hear what a flight
cancellationTravelHospitality could sound like with Nuance Complete
Care. Please make Consider the automated interactions around a
flight cancellation. For example, sure your computer speakersafter
initiating an outbound flight cancellation alert, the solution can
offer the caller are set to stereo mode.options to rebook their
flight: We understand this is an inconvenience to youand apologize.
Let me offer you a few options to get you on another
flight.Complete Care applications for Travel and Hospitality could
include: BEFOREFlight Cancellation Management Complete Care DOUBLE
CLICK TO PLAY Integrated InboundOutbound Flight Reservation
Application Multi-Channel Flight Cancellation Alert
Channel-Preferred Flight Status Notification AFTERBaggage Claim
Management Complete CareDOUBLE CLICK Integrated InboundOutbound
Baggage Claim ApplicationTO PLAY Multi-Channel Lost Baggage Status
Notification Customer Satisfaction SurveyTravelers Programs
Management Integrated InboundOutbound Reservation Application
Multi-Channel Targeted Up-Sell Services, e.g. flight or room
upgrade Customer Preference Subscription ManagerReservation
Management Integrated InboundOutbound Reservation Application
Multi-Channel Reservation Confirmation QueueSmart Application to
manage call backs during long queue times2002-2011 Nuance
Communications, Inc. All rights reserved.12 13. Interactive eBook
from NuanceNuance Complete CareDont just notify callersengage them
with smarter automatedconversations.Nuance Complete Care can help
you: istorically, many companies haveHtaken a siloed approach to
servicingEngage customers with smarter automated
conversations.their customersthe customer caredepartment was
responsible for inbound Save customers time by offering them
logical choices relevantcalls while marketing might be responsible
to their initial interaction, whether you called them or theyfor
proactive notifications, for example called you.today customers are
pushing these sameolve more customer problems with fewer calls.
Deflect Scompanies to be smarter with how they inbound calls by
continuing outbound conversations to includeprovide service.
Consumers are expecting additional automated transactions. more
personalized communications,euse your inbound IVR investments.
Avoid redundant Rwhether its via landline or a mobile phone costs
by taking advantage of existing backend and CTIcall, email, SMS or
other communications integrations through integration to the right
place in yourvehicles. With multi-channel communica- inbound IVR
applications.tions solutions enterprises are betterequipped to
provide consistent andpersonalized interactions across a varietyof
customer touchpoints. Drew Kraus, Vice President of
Gartner2002-2011 Nuance Communications, Inc. All rights reserved.13
14. Interactive eBook from NuanceLearn More Email:
[email protected] NuanceVisit:
www.nuance.com Over 11 billion calls per year automated on premise
and on demandDownload More Resources:44% of Fortune 100 are Nuance
Complete Care for Financial Services data sheet customers Complete
Care for Healthcare Insurance data sheetOver 8,000 speech
deployments; support for 60+ languages Complete Care for Utilities
data sheet 1,200 professional services experts Complete Care for
TravelHospitality data sheet 250 million mobile devicesNuance is in
the business of helping companiesbetter support, communicate with
and understandtheir customers while maintaining
operationalefficiency goals. Nuance currently supports over11
billion care interactions around the world.No other company has as
much experience asNuance in understanding how customers
interfacewith a care operation. Our vision is to make everycustomer
interaction a winning experience. Formore information about our
customer interactionsolutions, business consulting and
professionalservices, please visit www.nuance.com/care.2011 Nuance
Communications, Inc. All rights reserved. Nuance, the Nuance logo,
The experience speaksfor itself, and SpeakFreely are trademarks
and/or registered trademarks of Nuance Communications, Inc.,and/or
its subsidiaries in the United States and/or other countries. All
other trademarks are the properties oftheir respective
owners.eBook060111NUCC11232002-2011 Nuance Communications, Inc. All
rights reserved.14