Leapfrog customer experience management with omni-channel communications

Today’s customers are empowered by the internet, social media and mobile technologies. They reach out to businesses via their preferred channel, expect them to be accessible at all times and demand a quicker response than ever before. But the proliferation of channels has made it increasingly difficult for enterprises to track, manage and route all customer interactions. Ensuring customer satisfaction across multiple channels is key to successful engagement, and eventually brand loyalty and sales conversion.

Fast Facts on Present-dayTRENDS

of global consumers have switched service providers due

to an unsatisfactory service interaction

61%+

Sources:* Forrester Research World Smartphone Adoption Forecast, 2012 To 2017 (Global) ^ North American Technographics Customer Experience Online Survey Q4 2012 (US)+ Show Me You Know Me: Playing to Win by Building Relations at Scale. Accenture, 2014 # North American Technographics Customer Experience Survey, 2013** How to Transfer Digital Customer Experiences for the Connected Customer, Genesys, 2014

of unhappy customers share their bad

shopping experiences on social media

of online customers have had unsatisfactory service interactions

individuals globally are expected to own a

smart phone by 2017, compared to

1 billion today

3 Billion*of consumers use

web-based self-help to find answers to their

questions

67%^

37.2%**

67%#

A customer journey is a set of interactions that a customer has with your business on their way to completing a task, such as purchasing or signing up for a new service, getting maintenance support, or renewing a contract.

The buying cycle starts long before they visit the website, and the service and support experience continues long after the purchase has been made.

Customers expects consistency in their experiences throughout the journey, yet are commonly met with underwhelming performances that fail to deliver on these expectations.

What CustomersEXPECT

Problem Resolution Journey

Purc

hase

Jou

rney

Onb

oard

ing

Jour

ney

Account Change Journey

Ren

ewal

and

Rep

urch

ase

Jour

ney

SMS

SHOP

SMS

A Typical UnsatisfiedCUSTOMER JOURNEY

•

•

•

•

•

Poor resources assignment and coordination

Poor collaboration between departments todeliver a consistent customer experience

Poor data management (e.g. a lack of historicalrecords) to facilitate customer interaction

A lack of proactivity, leading to a missedsales opportunity

A lack of SLA enforcement and poor prioritycustomer handling

•

•

•

•

•

Inconsistent experience across silo channels

Countless emails, calls and chat sessions

Numerous handoffs and transfers

Repetition of information and loss of context

Loss of interest and abortion of purchase

What customers mayexperience

What the enterprise may havegotten wrong

Day 1: She logs into the website & starts live chat

Day 2: She switches to the hotline

Day 3: She complains on Facebook

I am a VIP.

I am a VIP.

Summerpromotion?

ABC Fashion

Amy is interested in an ABC summer promotion.

Live chat agentcannot see hermembership level

Hotline systemcannot prioritizethe VIPs in queue

Company isunaware ofnegative comment

POST PHOTO / VIDEO

POST

I hate their services

ABC Fashion

ABCFashion

Agent

1

Membershiplevel?

Discount?

Long queue,keep waiting...

I hate theirservice.

Omni Platform

By connecting all channels in a single platform, conversation history, customer information from CRM integration, and analytic reports are fully visible to all customer-facing departments.

Enterprises can deliver a consistent and customized experience at different touchpoints, never missing a chance to engage and maximize business potential.

HKT Customer Care SolutionMULTI-CHANNEL

Consistent customer engagement across all channelsCustomer chooses their preferred channelCustomers can choose to interact by web chat for a quick answer, voice for complex interactions, search for answers on their own and social media, etc. This allows the company to reach customers through their preferred channel, encouraging responsive, two-way communication.

Consistent customer engagementDifferent departments can view the customer’s information, communication history and personal profile, giving customers a consistent journey tailored to their needs when requesting support from any channel.

Social media managementSocial media listening tools collect comments, enable message alerts, and allow agents to analyze feedback immediately, turning messages into actionable engagement.

Enhance outbound notificationEmergency notifications, such as flight schedule change alerts, used to be one-way, but with our enhanced solution that updates corporate on all customer interactions via a single platform, customers can connect to an agent after receiving a message.

SMS

SHOP

SMS

HKTMulti-ChannelCustomer Care

Solution SHOP

BENEFIT

HKT Customer Care SolutionMULTI-CHANNEL

Sales conversionBy monitoring web browsing behaviors, companies can set policy and proactively invite customers for a chat or e-tutorial, converting more business opportunities.

Predictive intelligenceBased on purchase and interaction history,companies can make recommendations, increasing positive up-sell and cross-sell opportunities.

Saving an abandoned shopping cartCustomers tend to abandon online purchases if they cannot find a quick answer. With real-time service, companies can speed up transactions by making suggestions on size, color, stock level, etc.

Optimized ROIBy measuring the cost of each communication channel and overall customer satisfaction,companies are able to make better investment decisions on customer engagement approaches.

Conducting right segmentationCompanies can identify a customer‘s segment by their call-in identity, giving VIP priority to valuable segments to shorten their wait time.

Seize Sales Opportunitieswith personalized engagement

BENEFIT

Partner with HKT Today to BuildYOUR SUCCESS

Investment ModelsWe are brand neutral and have two investment models foryour business needs.

One-time purchaseOne-stop service thatsupports every step,including

• Solution planning

• Integration and design

• Deployment

• Staff training

Flexiblemodels toserve different business needs

Monthly subscriptionEnables fast and easydevelopment

Scalable for expansion

Hosted in HKT’scarrier-grade cloudplatform

Carefully managedplatform, under tightsecurity

Vast Operation Scale andExperienceWe know your needs, HKT is operating one of the largest integratedcall centers in the region.

HKT call center has 12,000 seats and handles more than 10 million calls per month

Our scope extendsto outsourcingservices to providesecond staff towork at thecustomer’s site

Our INTERNALcall centerprovides customerservices andtechnical supportfor PCCW products,including fixedlines, PCCWMobile, etc.

Over 20 years ofexpertise inoperation andsystem integration

Successful inlarge scale projectsin the bankingsector and utilitiessectors

To find out the usage that fits yourbusiness needs:<Scan QR code to view video>

Trusted Operation PlatformOur attentive support service, best-in-class network and information security management offers you a hassle-free operation.

Carrier grademaintenanceservices24/7, 4-hour SLA

Private networkconnecting thecloud networkand company

Customerinformation iscarried over ourhigh-speed andsecure network

Variablebroadbandnetworkconnectionsso companiesreceive themost suitableoption fore-channeldevelopment

HKT hosting platform has industrial standardISO 20000IT servicemanagement and ISO 27001information securitymanagement

HKT runsmore than 90exchangeslocally,offering morediversifiedand efficientvoice cableroutes

The Service shall be provided by Hong Kong Telecommunications (HKT) Limited ("HKT") to the Customer for purposes related to the Customer's trade or business only.

2. Online shoppingand social media

management

1. O2O 3. Informationenquiry and

capturing customercontact info