Social media Customer care

The customer-driven contact center and the digital customer experience

Why provide a digital, multichannel customer experience?

• Benefit from proven ROI and revenue generation

• Deliver the convenient, intimate service that customers have come to expect

• Gain an advantage over your competitors and improve customer retention

78%

of consumers trust peer

recommendations with

SOCIAL MEDIA as a key driver

25% of consumers

utilize ONE TO TWO

channels when seeking

customer care

52% of consumers

utilize THREE OR FOUR

channels to connect

with your business

(Source: Ovum)

Live chat

Customer frustrations in the digital age

Managing relationships

of online consumers

said they were more

likely to return to a

website that offers

LIVE CHAT63%

LIVE CHAT USAGE HAS ALMOST

DOUBLED IN ONE YEAR*

(Source: Forrester)

(Source: Forrester)

*Based on two surveys of 2000 adults carried out by Vision Critical in September 2013 and August 2014

(Source: Mobius Poll)

(Source: Synthetix)

(Source: Gartner)

customers will manage

85% of their relationships

with an enterprise without

interacting with a human

2020

of consumers will

always CHECK A

WEBSITE before

emailing or calling

a company

of US consumers will

ABANDON an online

TRANSACTION if

their questions or

concerns are not

addressed quickly

of customers are

frustrated when a

representative does

not have immediate

access to ACCOUNT

INFORMATION

of people have or would

CHANGE SUPPLIERS

based on a poor

experience with the

contact center*

90% 45%

73%84%

BY

1. WEAK WEB PRESENCE

3. UNINFORMED AGENT INTERACTIONS

2. SLOW RESPONSE TIMES

THE RESULT?

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Customer commitment

The bottom line

To discover more visit www.mitel.com/cc

(Understanding Customers by Ruby Newell-Legner)

of customers will

COMMIT to a

deeper product or

service relationship

with a brand

after a satisfying

experience

55% of customers would pay extra

to guarantee better service

(Source: Defaqto)

The top performers in customer

experience ratings achieve

2.4x the revenue of laggards(Source: Medallia Analysis)

Call center support ranges from

$6 to $12 per call but web

self-service can cost a company

less than 10 cents(Source: Forrester)

It takes 12 POSITIVE EXPERIENCES

to make up for ONE UNRESOLVED

negative experience

79%

3 key lessons

Customers expect a flexible

experience with digital media. Your

contact center needs to be ready to

respond on all channels at all times.

Negative experiences can go viral!

Workflows must be defined to

ensure customers are connected

to agents with the right skills for

the interaction, and agents must

have the right tools to provide

informed responses.

Providing a convenient, digital

experience improves customer

loyalty and paints a positive picture

for word-of-mouth marketing.

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