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PREEMPTIVE CUSTOMER SERVICE ANTICIPATING MOMENTS OF NEED Mike Asebrook, Director Product Marketing, Pegasystems Neal Beliveau, Vice President – Customer Service Products, Pegasystems This information is not a commitment, promise or legal obligation made by Pegasystems, including that to deliver any material, code, or functionality. The timing of the development and release of any features or functionality described about our products remains at our sole discretion. ©2017 Pegasystems Inc.

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PREEMPTIVE CUSTOMER SERVICEANTICIPATING MOMENTS OF NEEDMike Asebrook, Director Product Marketing, PegasystemsNeal Beliveau, Vice President – Customer Service Products, Pegasystems

This information is not a commitment, promise or legal obligation made by Pegasystems, including that to deliver any material, code, or functionality. The timing of the development and release of any features or functionality described about our products remains at our sole discretion. ©2017 Pegasystems Inc.

At moment of need,

frustrated customers call your

contact center

To improve contact center

responsiveness… what about adding more channels?

It’s too late!

5

What happens when you cannot

differentiateservice in a competitive

market?

$1.6trillion

Cost of Customers Switching due to Poor CX

Customers Switch Brands due to Poor CX

Within a Week

79%

$1.6Trillion

Customers Leave.

Source: Access Development Study, 2017

And don’tcome back.

Source: Access Development, 2017

7

So how can you improve your CX and sense issues before

your customers do?

Hint: You already have the data

ACTIONSYSTEMS OF INFORMATION

INSIGHT THAT FINDS YOU

SYSTEM OF INSIGHT

Pega’s AI-Powered “Digital Brain”

What’s New in Customer Service 7.22

Unified CRM Lower TCO New Channels Matured Channels Improved UX

Richer Composite

Customer Movie

Prospect Search/Conversion

New Cases

Shared Sales/Service strategies in CDH

New Application Wizard

Pega Express for CS

Manager Tools for Article to Case Linking

Co-Browse Visual Masking

Community

Community Moderation

Facebook Messenger

Self-Service Advisor

IVR Personalization

Retail Advisor

Chat Supervisor Monitoring

Co-Browse Supervisor Monitoring

KM Templating/Import & Export

Co-Browse Recording

OpenCTI Support for PegaCall

New Chat CSR UI

Co-Browse Window Tearaway

New Inline KM UI

Co-Browse Localization

Simpler Manager Tools

Cleaner Composite UX

Knowledge Management & CommunitiesMake it easier for CSR’s to find, view and action knowledge content• Single window display and

simple expand/hide controls• Contextual knowledge per

case type• Simplified layout of article

information and related actions

• One click tag based navigation

1. ‘Slide’ KM into view with a new Header control

3. Suggested articles are aligned to the active case

2. Tear away the article to view in a separate window

Self-Service Advisor

• ‘No Code’ setup: Works with your existing web and mobile experiences

• Contextual knowledge content case management*

• Traverse channels seamlessly

• Dashboard reporting

• Customized look and feel*License required

Contain inbound service inquiries by engaging customers with real-time contextual self-service

Self Service interactions through Facebook messenger using Pega Chatbot technology• Bot capabilities can determine user goals and

direct users to appropriate self-service cases or query responses

• Uses both dialog and Facebook specific button selections

• Designer tools allow you to tune cases for Facebook

• User cannot get a question to resolution? End-customers can be escalated into CSR Chat

• Chatbot checks on CSR availability before making chat offers

ChatbotsFACEBOOK BOT ENABLED AUTOMATED CASE HANDLING

2. end-customer selections / data entry

1. Facebook selection prompts

3. ChatBot responses

Intelligent IVRNEXT BEST ACTION IN THE IVR

Personalized, dynamic menus and predictive prompting to improve customer experience and reduce costs• New API allows you to integrate

Customer Service decisioning into your IVR layers

• Use the decision hub to create a personalized menu for each customer based on customer context

• Reduce costs by addressing common use cases inside the IVR

• Seamlessly transfer cases to CSR’s or legacy IVRs to continue the conversation

Intelligent IVR

Legacy IVR

Existing ACD

Pega’s Customer Decision Hub detects:v Sara’s identityv Customer lifetime value = ‘high’v A bill is due within a few days

Sara’s Next Best Actions from Pega Customer Service are:v “Pay my bill”v “Give me more details”

Sara calls into U+ Communications customer hotline with a question

Co-Browse

• Self-service assistance

• Co-Browse recording

• Supervisor monitoring

• Simple Configuration (WYSIWYG) for Data masking

• Multi-language support packs*

See what your customers are seeing

*Available in Italian, French, Japanese, German, Spanish and Portuguese.

My Experience with PayPal’s Proactive Service

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1. Paid for a recent service using PayPal, receipt was optionally

posted on FB Messenger

2. Now any additional charges on PayPal are stored as receipts

for safe keeping

“We're able to predict... that you're going to call…to be able to enable you to be self-service or toprovide you a resolution path before you need toactually contact us.”

– PayPal

A Better Way to Deliver Service

Call Center ?

Anticipate needs and events before they

become service events

PreemptiveService

Trigger

App, SMS, Email, T2V

Contain and deflect

IVR

Assisted

Self-serve

Offline

Email

Web – Mobile – Virt. Asst.Phone

Improve efficacy of live interaction

Reduce volume & duration of calls

Empower customers

Handle calls most effectively

Accelerate resolution

ResponsiveService

Chat – FB Messenger – Twitter – SMS - Video

Reduce propensity to call

Detect service needs as they happen

and engage

ProactiveService

Trigger

App, SMS, Email, T2V

Moment of Need

Examples of Proactive & Preemptive Service

Google Maps push notification on “learned commute”

Overdraft protection can either alert users or predict overdraft on usage trends

PRO

AC

TIVE

SER

VIC

E

PREE

MPT

IVE

SERV

ICE

PREE

MPT

IVE

SERV

ICE

Forrester: Top Trends Customer Service in ‘17

IoT insights transform business models

Insights From Connected Devices Will Trigger Preemptive Service and Turn Companies Into

Services-Based Ones

--Kate Leggett, Forrester Research January, 2016

Key Benefits • Faster resolution at lower cost• Better planning• Anticipation of future customer needs

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What is the key to delivering

preemptiveservice success?

Start Simple.

How to Get Started

1. Dig into your data.

2. Embrace the Bots.

3. Iterate.

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• Analyze – why so many calls?

• How to differentiate service further?

• Offload tasks from live agents

• Notifications on all channels

• Predict with next best action

• What worked? What didn’t?

• How to push the envelope further?