Service with microsoft dynamics crm 2016
- 2. of consumers use web self-service to find answers 76% 12%Decline in First Call Resolution since 2009 27%Average annual agent turnover rate 1. Forrester Research’s most recent North American Consumer Technographics Customer Life Cycle Survey 2014 2. 2014 Dimension Data Global Contact Center Benchmarking Report 3. The US Contact Center Decision-Makers’ Guide 2014
- 3. “Shifting the Loyalty Curve” Mitigating Disloyalty by Reducing Customer Effort by the Corporate Executive Board (CEB) Low Effort High Effort Likely to continue being a customer 87% of low effort interactions deliver higher customer loyalty
- 4. Stay agile Earn loyalty Empower agents
- 5. Earn loyalty
- 7. Stay agile
- 8. Personalized | Proactive | Predictive Customer engagement
- 10. Omni Channel Self-Service Agent Enablement Field Service Knowledge Service Intelligence Agent ExperiencePhone Email Chat Social Community MessagingWeb Video Internet of Things Cobrowse Case Management Knowledge Management Business Process Voice of the Customer Service Intelligence Mobile Field Service
- 11. Unified across self-service, assisted service and field service. Understand customer history, preferences and voice of the customer to personalize every interaction. Leverage insights and resources to provide individualized and consistent experiences across channels.
- 12. Create a seamless branded experience or unique portals for multiple brands from a single deployment. Minimize customer effort with targeted, relevant service from anywhere on your brand site or a 3rd party site. Simple navigation to the right answers and resources from any device, including customer escalations to agent support.
- 13. Visual user interface delivers role tailored experiences for tiered agents and support leads; optimized to drive the next best action. Manage cases faster and provide differentiated levels of support with integrated knowledge, SLA, scripting, workflow, entitlements and recommendations. Harness the knowledge of your peers with Yammer and Skype.
- 14. Dispatch technicians using optimized routes and skill based assignments to intelligently balance workload and resources. Provide service technicians with complete customer insight, real-time guidance and cross-team collaboration. Manage more work orders and resources with fewer dispatchers with innovations around cloud, big data and mobility.
- 15. Typical 10-22% savings in fuel and vehicle maintenance Typical 5-18% more calls per week Increase revenue, decrease costs Average reduction of 2.5 tons per year, per tech Eliminate paper
- 16. Deliver the right answers at the right time across all service channels from a single source of truth. Easily capture and author content from social channels, service interactions and experts; publish to the right audience and optimize for discovery. Drive article efficiency and understand of how knowledge is being used to eliminate escalations.
- 18. Fully customizable, interactive dashboards provide real-time views of key service metrics. Deepen customer insight and identify business opportunities by tracking and correlating customer satisfaction with service metrics. Identify trends, explore what-if scenarios, and forecast outcomes to reduce effort scores (Power BI and Excel); improve agent performance and identify best practices.
- 19. The interactive service hub delivers tailored application experiences for agents and support team leads. Out-of-the-box interactive dashboards let customer service managers analyze agent performance. Immersive knowledge experience in Case Resolution includes KCS inspired workflows, versioning, translation support and feedback Rule-based, multi-channel enterprise feedback management capabilities embedded into customer engagements. Field Service completes the customer relationship loop by helping field employees sell to and service their customers.