How Dell Delivers Personalized, Customer Experiences Leveraging Digital Communication Channels Jennifer Statham @JStathamAtDell Executive Director Global Marketing Technology, Dell
Dec 01, 2014
How Dell Delivers Personalized, Customer Experiences Leveraging Digital Communication Channels
Jennifer Statham @JStathamAtDell Executive Director Global Marketing Technology, Dell
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A leading provider of end-to-end solutions A strategy recognized by customers of all sizes across all industries
“Technology has always been about enabling human potential” - Michael Dell
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Engaging our customers on their terms
Delivering Great Customer Experiences
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Engaging our Customer
Social Command Center
Dell World
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Top Reasons Chat is Good for Customer Experience
1. Customers want it
2. Personalized experience
3. Clear communication
4. Available 24/7
5. Real time response
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Moxie scales with our business requirements
• 10 million chats annually
• flex capacity 5-6x on high volume days
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Chat is good for business…
$$$ 35% of our Chat customers would not have purchased
87% customer satisfaction
30% engage
via Proactive generating
40% of
revenue
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Best Practices
• Sweet spot for Dell is 2.5 Chats / agent
• Proactive allows personalization
• AB Testing – The appearance of the chat invitation
– Invitation language to maximize acceptances
– Colors and imagery
– Invitation timing
• Keys to success with Chat – Rep Knowledge
– Responsiveness
– Friendliness
– Communication Style
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The Future
• Mobile Chat
• Video Chat
• Personalization