Jennifer Statham, Dell's Executive Director of Global Marketing Technology presents at eTail West 2014 in San Antonio. She discusses Dell's business mission and how the use of Moxie Software's chat solution is critical to Dell's delivery of personalized customer experiences.

1. How Dell Delivers Personalized,
Customer Experiences Leveraging
Digital Communication Channels
Jennifer Statham @JStathamAtDell
Executive Director Global Marketing Technology, Dell

2. 2 Room for text Global Marketing
A leading provider of end-to-end solutions
A strategy recognized by customers of all sizes across all industries
“Technology has always been about
enabling human potential”
- Michael Dell

3. 3 Room for text Global Marketing
Engaging our customers on their terms
Delivering Great Customer Experiences

4. 4 Room for text Global Marketing
Engaging our Customer
Social Command Center
Dell World

5. 5 Room for text Global Marketing
Top Reasons Chat is Good for Customer Experience
1. Customers want it
2. Personalized experience
3. Clear communication
4. Available 24/7
5. Real time response

6. 6 Room for text Global Marketing
Moxie scales with our business requirements
• 10 million chats annually
• flex capacity 5-6x on high
volume days

7. 7 Room for text Global Marketing
Chat is good for business…
$$$ 35%
of our Chat
customers would
not have purchased
87%
customer
satisfaction
30% engage
via Proactive
generating
40% of
revenue

8. 8 Room for text Global Marketing
Best Practices
• Sweet spot for Dell is 2.5 Chats / agent
• Proactive allows personalization
• AB Testing
– The appearance of the chat invitation
– Invitation language to maximize acceptances
– Colors and imagery
– Invitation timing
• Keys to success with Chat
– Rep Knowledge
– Responsiveness
– Friendliness
– Communication Style

9. 9 Room for text Global Marketing
The Future
• Mobile Chat
• Video Chat
• Personalization