Agenda Participants Short on us Short on the
- Slides: 50
Agenda § § § Participants Short on us Short on the Vergic Engage concept Demo based on Zara input Discussion on Zara requirement Wrap up – alignment of activities and expectations
About Vergic Founded in 2007 § HQ in Malmö § Customers in EU and US § Patented platform § – § 1 granted, 3 pending World leading technology
Our MISSION: Helping people enjoy more personal, engaging, and efficient everyday experiences online
Customers & Partners
Public Bank & Insurance E-commerce
Energy & Utilities Telecom & Media Other organizations
Re-selling partners Innovation partners
MAKES IT PERSONAL
72 % of your customers prefer the online channel when looking for help and answers, even before phone & email Source: Forrester research
But Whereas todays super integrated web sites allows customer to shop, check inventory, shipment, log in, administer, configure, change, apply, compare and more… There is still a big gap between the super enabled on-line environment and personal interaction
The on-line ”super consumer” meets. . . …the sixties
The Challenge Relevant personal interaction on-line With a complex array of system and processes supporting the customer on-line
Computer Sweden Article on IKEA, fall 2014: IKEA invests in new CC-platform, “blends” all channels in to one queue Platform, the inside – out perspective
“During the years we have learnt that contacts in existing channels don’t decrease when adding a new, more modern. Instead the customers start contacting us through more channels in parallel Channel strategy – the traditional perspective Vi har lärt oss genom åren att tidigare kontaktkanaler inte försvinner bara för att vi lägger till en ny, modernare. I stället börjar kunderna kontakta oss via flera olika kanaler parallellt, säger Magnus Andersson som är itoch affärsutvecklare på Ikea Hemma. Det har varit ett problem för oss. Men i och med att vi nu samlar telefoni, mejl och chatt i samma plattform kan vi följa kundens alla interaktioner med oss. Då ser vi att det också kommit ett mejl medan vi chattar.
“Contact us” in a traditional and reactive perspective
In a web process, still in a reactive perspective
Vergic Engage Platform Brings relevant personal interaction on-line Bridge the gap between the super enabled customer online and personal interaction
INTEGRATIONS Integrations Web Portal CC-platform KB-solution Authentication CRM/CMS etc. Vergic Engage Platform Takes advantage of and leverages on existing systems and web integrations
WEB PORTAL Relevant, personal interaction on-line Monitorer, Analyse, Profile Rule-based, proactive interaction Vergic Engage Platform Web portal Monitors every individual visitor session; content, context and visitor behaviour enabling proactive, rule based on-line engagement
Channels for communication Vergic Engage Platform Video Chat E-mail Booked meetings KB-interaction CONTACT CHANNELS Voice Allows you to dynamically mix, change and prioritize between contact channels, new or existing A Multi Channel strategy on-line
The digital customer meeting Vergic Engage Platform Support, sales, advisory, processing On-line in the communication channel of choice or in a mix of channels A personal meeting on-line Plug-in free Co-browsing Pop out and pop up free communication Tailored per process or incident type Share/collaborate on/sign documents Multi party dialogues SERVICE, SALES, ADVISORY, PROCESSING
WEB PORTAL Leverage on existing integrations Vergic Engage Platform Prioritize between or eller combine contact channels A personal meeting on-line SERVICE, SALES, ADVISORY, PROCESSING CONTACT CHANNELS INTEGRATIONS Relevant, personal interaction online. Vergic Engage Platform
Vergic Engage Platform CONTACTCHANNELS INTEGRATIONES WEB PORTAL “The power of on-line in your business processes” § Examples of proactive interaction rules § Based on content, navigation and context A multi channel strategy, implemented on-line through Vergic Engage Platform
Example 1 Vergic Engage, proactive, relevant interaction – directly in a web process
Example of a proactive rule, based on content and context
Content and och context triggers a rule, – an ”offer” § Offer = invite to dialogue § Prioritized channel in this example – chat § Leverages on existing integrations; web portal, my pages § Allows a dynamic offer of contact channel – a multi channel strategy on-line
Example 2 Vergic Engage – in a customer service/contact us perspective § Vergic Engage leveraging on KB-solution and “contact us”
Contact us F. A. Q
What it usually looks like § Two ways in; ü Contact us ü Frequently asked questions, FAQ
If customer chooses FAQ § Most often a dead end
If customer chooses FAQ § Or, sometimes – a hard coded telephone number
Exempel, regelbaserat med Vergic Engage Eller… Kontakta kundservice? § ”Återanvänder” FAQintegration § Kan integrera “Kontakta oss” med FAQ § Kundens navigering sätter kategori § Möjliggör ett dynamiskt kanalval - en multikanalstrategi online
Kanalval/kanalmix kan ändras dynamiskt, t. ex. § Baserat på kategori § Köstatus § Innanför eller utanför öppettid Do you need help? Let me assist you Chat with customer service and get help right away Start chat Do you need help? Let us call you Give us your phone number and we call you Call me Example, outside opening hours
Ett personligt möte online Vergic Engage Platform § Anpassat per process och/eller ärendetyp § Co-browsing utan plug-in § Kvalificerad rådgivning och handläggning bakom säker inloggning § Dela och samarbeta kring dokument SERVICE, SÄLJ, RÅDGIVNING, HANDLÄGGNING § Signera dokument Live Demo § Flerpartsdialoger
WEBBPORTAL Återanvänder befintliga integrationer Vergic Engage Platform Prioritera mellan eller kombinera kontaktkanaler Ett personligt möte online SERVICE, SÄLJ, RÅDGIVNING, HANDLÄGGNING KONAKTKANALER INTEGRATIONER Relevant, personal interaktion online. Vergic Engage Platform
Låt online föda affärsprocesser – bli mer relevant § Innehåll, navigering och kontext i besökarsessionen är underlag för interaktionsregler § ”Återanvänd” existerande webbintegrationer – Mina sidor, ehandelssidor, e-tjänster etc.
Låt online föda affärsprocesser – bli mer effektiv § Implementera en multikanalstrategi online genom Vergic Engage Platform – Prioritera mellan, mixa och skifta sömlöst mellan kontaktkanaler § Få mer nytta av befintliga investeringar i system och processer; FAQ, webbformulär, logik från CC-plattform etc.
Flytta ut affärsprocesser online § Genomför kvalificerad rådgivning och/eller handläggning bakom säker inloggning § Möt kunden online, guida kunder, dela dokument, signera dokument Bli proaktiv, möt kunden när och där det är relevant!
Bildbank
? Era utmaningar
Intresse matris – förbered innan mötet Toppmeny item Vem? På siten? Syfte? Utmaningar? Mål? Toppmeny item
Online web processes and challenges Example – real customer case Who? On the site Purpose? Challenges Goals Web Shop Customer Service Elisa stores Existing customer or potential customer Normally an existing customer Existing (? ) customer in Elisa store Usually un authenticated visitor(? ) Sometimes (preferably) an authenticated visitor Seeking information and/or buy products/services Seeking answers and/or trying to solve a problem Keep visitor in buying process, if existing customer – get customer to authenticate at an early stage Increase self service, get customer to authenticate (my pages). “Push” incident to preferred channel Get customer to self serve through in store kiosk, “smooth” transition from sales agent to CS online Ensure conversion, increase order value and cross sell. Deliver a good shopping experience Ensure a good customer experience, streamline processing and lower operational cost Ensure a good customer experience, free sales agent time in store
Exempel - Intressematris Vem? På sidan Syfte? Utmaningar? Mål Web butiken Företag Kundservice ”Bli kund”/”Forsätta köpa produkter” ”Informera besökare/skapa värde” ”Redan Kund” Oftast en oidentifierad besökare Oidentifierad besökare Ibland(önskvärt) en identifierad besökare Söka information, köpa produkter. Söka information & ta kontakt Lösa ett problem & få svar Delvis självservice, ibland behövs manuell hjälp Självservice mestadels, kan behöva ta kontakt Behöver koppla in en andra part för att gå vidare Säkra kund & öka intäkt Rätt information på rätt ställe, skapa en bra användarupplevelse Effektiv kundservice (kostnad), Säkra intäkt, Kundupplevelse
VARFÖR? En glad kund är en nöjd kund & en nöjd kund är en lönsam kund
Monitorering Profilering VEP Plattform Analys Personlig interaktion Relevant erbjudande
Interaktion med vem, när och hur? 1: många 1: 1 Antal besökare Auto Interaktions värde Chat Röst Video
>20% konverteringsökning >15% ökning i AOV ”average order value” >20% ökad onlinekundnöjdhet Minskad ärendehanteringskostnad med >50% En personligare webbsession Kraftigt reducera antal lämnade kundvagnar > 50% ökning av handläggareffektivitet inom era onlineärenden/processer Automatiserade kampanjflöden
Profilering: Vilken information finns? Besökarprofil POI Loggat in POI Andra besöket inom 2 dagar • Namn/ålder: Maria, 28 POI Mobilt bredband Surfplattor • Segment: Urban småbarnsförälder • Produkter: Lönekonto & Sparkonto • Intresse: Boendelån • POI: Klickat på kampanjutskick boende • POI: Har loggat in på sidan Google analytics, Site Catalyst etc. Marketing Automation Score och info • POI: Har tidigare besökt sida boendelån Besökare på hemsidan * POI = Point Of Interest Besökarens engagemang hos Kund X matchat
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