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Mobilidade e mídia social estão remodelando os negócios. Atualmente mais da metade dos consumidores de smartphones comparam preços nas lojas, e a grande maioria dos compradores online ou por smartphone relatam algum tipo de problema, e quais as expectativas dos clientes?
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Vivenciando a experiência web pelos olhos de seu cliente
Ernani KramerSales Leader – Latin [email protected]
© 2013 IBM Corporation
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Please note the following
IBM’s statements regarding its plans, directions, and intent are subject to change or withdrawal without notice at IBM’s sole discretion.
Information regarding potential future products is intended to outline our general product direction and it should not be relied on in making a purchasing decision.
The information mentioned regarding potential future products is not a commitment, promise, or legal obligation to deliver any material, code or functionality. Information about potential future products may not be incorporated into any contract. The development, release, and timing of any future features or functionality described for our products remains at our sole discretion.
Performance is based on measurements and projections using standard IBM benchmarks in a controlled environment. The actual throughput or performance that any user will experience will vary depending upon many factors, including considerations such as the amount of multiprogramming in the user’s job stream, the I/O configuration, the storage configuration, and the workload processed. Therefore, no assurance can be given that an individual user will achieve results similar to those stated here.
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Mobilidade e mídia social estão remodelando os negócios
34%dos usuários de
smartphones escanearam um QR
code, 27% leram opiniões online
84%dos adultos
americanos que compraram online
ou por smartphones reportam ter tido algum problema
50%de aumento em
vendas online via dispositivos
móveis em 2011
55%dos usuários de
smartphones comparam preços
nas lojas
63% dos adultos online
ficam menos propensos a
comprar via outros canais em caso de
problemas em dispositivos móveis
92%dos consumidores
dizem acreditar em marketing boca-a-
boca e recomendações
Sources: IBM, Forrester, Tealeaf and Emphathica Reports
E quais as expectativas dos clientes?E quais as expectativas dos clientes?
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As expectativas dos clientes estão crescendo
Ser identificados como indivíduos
Uma experiência única e integrada
Uma experiência pós-venda impecável
Promoções relevantes e tempestivas
Recursos de auto-serviço simples, mas ao mesmo tempo ricos
Eles esperam:
Como lidar com estes desafios?Como lidar com estes desafios?
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Market
Service Sell
Tealeaf brings new capabilities to further transform the commerce cycle
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Market • Sell • Service
Reduce abandoned shopping carts.Maximize purchases over mobile devices. Better customer service increase sales.
Increase website and mobile device conversions. Speed time to better customer experiences.
Replay offending customer interactions and immediately address customer concerns and guide root cause analysis
Buy
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Web & Mobile Channels Reduce People to Data
See Your Digital Channels Through the Eyes of
Your Customers
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"It's as if my team had a blindfold over their eyes. With Tealeaf, the blindfoldwent away” - Air Canada
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Experience Your Customers
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As-it-Happens Awareness To Eliminate Further Struggle And Make More Customers Successful
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Tealeaf Lets You See:
Every customer
Every interaction
Every time
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All actionsAll actions
All interactionsAll interactions
Tealeaf Captures Every Customer, Every Interaction, Every Time
All customer
experience obstacles
All customer
experience obstacles
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Valor da solução
3,5% de aumento na taxa de conversão nos sites
60% de redução em custos de TI e desenvolvimento associados a reprodução de problemas e sua resolução
10% de redução em custos de TI e desenvolvimento associados à priorização de projetos
1% de melhoria na taxa de retenção em virtude de melhor experiência no site
0,5% de aumento no valor médio dos pedidos em virtude de melhor experiência do cliente
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SPAN port,Mirror port
Or Tap
IBM Tealeaf CX Capture
• Decrypt• Privacy• Assemble
Firewall
Switch, Router,
Load Balancer,Firewalls
Existing Customer EnvironmentWeb Servers
Application ServersDatabases
IBM Tealeaf CX Datastore
• Inspect• Event• Correlate
• Index• Archive
IBM Tealeaf cxImpactIBM Tealeaf cxViewIBM Tealeaf cxOverstat
IBM Tealeaf cxRevealIBM Tealeaf Verify
IBM Tealeaf CX Mobile
IBM Tealeaf cxConnect DAIBM Tealeaf cxConnect WAIBM Tealeaf cxConnect VOC
Internet
IBM Tealeaf CX• Rich Internet Apps• Flash/Flex
IBM Tealeaf CX Mobile• Mobile Sites• Mobile Apps
High-level architecture
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The Best Online Companies Rely on Tealeaf
45 of the Internet Retailer Top 100
57 of the Internet Retailer Top 200
7 of 10 of the Largest US Banks; 10 of the 25 Largest Banks Worldwide
11 of the 12 Largest P&C Insurance Companies in North America
6 of the 10 Most Visited Travel Sites
5 of the 7 Most Visited Travel Portals
All Major North American Wireless Providers
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Solutions for Industry Leaders
Retail
Including 1/3 of all Internet Retailers
> $100M
Including more than 40 P&C
Insurance Companies
Insurance
Including 25% of the leading Travel
Providers & Portals
Travel
Telco, Pharma, Utilities, etc. with B2C & B2B Sites
More E-business Leaders
Financial Services
Including 7 of the 10 Largest U.S.
Banks
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Note: Tealeaf only uses the names and logos of customers who have given us prior permission. These companies have not yet given IBM permission to use their logos.
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Transportation & Logistics
Media & EntertainmentTelco Health & Health
Insurance
Note: Tealeaf only uses the names and logos of customers who have given us prior permission. These companies have not yet given IBM permission to use their logos.
More customers by industry
Services
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50% of web transactions are still completed
with the help of an agent
Source: The Economic Necessity Of Customer Service, Forrester
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76% of companies learn about problems online as
a result of calls to the contact center
Source: eConsultancy report, on Reducing Customer Struggle in association with Tealeaf May 201118
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84% of respondents agree that customer
service is increasingly a sales channel and that satisfied customers represent great
brand advocates.
Source: eConsultancy report, on Reducing Customer Struggle in association with Tealeaf May 2011
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Supporting Multi-Channel Customer Experience: Tealeaf Bridges the Online/Offline Gap
???
Replay all interactionsReplay all
interactions
“See” all obstaclesfirst-hand
“See” all obstaclesfirst-hand
Review session history reportsReview session history reports
CRM integrated, single-click accessCRM integrated,
single-click access
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Netflights.com generates
$24M annuallyvia call center innovation
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OptionsXpress resolves
thousands of customer disputes
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Central Insurance reduces average call resolution time
24 hours to 10 minutes
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© Copyright IBM Corporation 2013. All rights reserved. The information contained in these materials is provided for informational purposes only, and is provided AS IS without warranty of any kind, express or implied. IBM shall not be responsible for any damages arising out of the use of, or otherwise related to, these materials. Nothing contained in these materials is intended to, nor shall have the effect of, creating any warranties or representations from IBM or its suppliers or licensors, or altering the terms and conditions of the applicable license agreement governing the use of IBM software. References in these materials to IBM products, programs, or services do not imply that they will be available in all countries in which IBM operates. Product release dates and/or capabilities referenced in these materials may change at any time at IBM’s sole discretion based on market opportunities or other factors, and are not intended to be a commitment to future product or feature availability in any way. IBM, the IBM logo, Rational, the Rational logo, Telelogic, the Telelogic logo, and other IBM products and services are trademarks of the International Business Machines Corporation, in the United States, other countries or both. Other company, product, or service names may be trademarks or service marks of others.