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#RelateLive
On Demand Customer Service
Antony BrydonDirectlyCo-founder & CEO
@Directly
Simple Apps, Smart NetworkOn Demand Customer Service
Simple AppsFast growing companies give on demand customer service apps to their expert users
Smart NetworksThese simple apps build smart networks that amplify more strategic support centers and open new ways of engaging with customers
Survive a surge
Support free users
Go global – add languages
Support 24/7
Leverage high skill sets
Reduce response times
Staff seasonal spikes
Increase engagement
CSAT
First Call Resolution
Recruiting
Omni-Channel
Staffing
Technology Integration
Budget Constraints
Onboarding
Forecasting
Reporting
Response Time
Retention
Workforce Management
Employee Satisfaction
Process & Workflow
NPS Customer Experience
AHT
Social
Performance Management
Training
Mobile
Outsourcing
From Surviving to Thriving These networks alleviate pressures that are crushing support centers,allowing them to focus on more strategic issues
ResultsAnd deliver speed, expertise and efficiency that let you engage customers at scale
92%Customer satisfaction
4.5Minute first response
2xMore cost effective
Key TakeawaysActionable advice
Simple apps Do you have passionate, knowledgeable users?
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Smart networks What if you plugged them intelligently into your support infrastructure in an on-demand model?
Start with a test
Start small, define directional metrics, prove the potential before selling up
Transformative potential
Calculate how much an on-demand network could help over time
#RelateLive
#RelateLive