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Social service in a multi channel world, Brad Bennett, Genesys
- 1. Social
Services
in
a
Mul/
Channel
World
Brad
Benne(
@bradbenne(
Innova.ons
Architect
EMEA,
Genesys
- 2. ©
2013,
Genesys
Telecommunica.ons
Laboratories,
Inc.
All
rights
reserved.
2
The
Perfect
Storm
Mobile
Social
Media
The
Mobile
Social
Experience
- 3. ©
2013,
Genesys
Telecommunica.ons
Laboratories,
Inc.
All
rights
reserved.
3
Witnessing
Va/can
History
in
2005
©
2013,
Genesys
Telecommunica.ons
Laboratories,
Inc.
All
rights
reserved.
3
- 4. ©
2013,
Genesys
Telecommunica.ons
Laboratories,
Inc.
All
rights
reserved.
4
Witnessing
Va/can
History
in
2013
©
2013,
Genesys
Telecommunica.ons
Laboratories,
Inc.
All
rights
reserved.
4
- 5. ©
2013,
Genesys
Telecommunica.ons
Laboratories,
Inc.
All
rights
reserved.
5
Messages
Addresses
&
Descrip.ons
Notes
Phone
Wikis,
blogs,
URLs,
forums,
customer
reviews
etc.
Email
Instant
Messaging,
Video,
Review
apps
etc.
Social
Media
- 6. ©
2013,
Genesys
Telecommunica.ons
Laboratories,
Inc.
All
rights
reserved.
6
Google
Glasses
Another
Disrup/on
- 7. ©
2013,
Genesys
Telecommunica.ons
Laboratories,
Inc.
All
rights
reserved.
7
Coping
with
Mul/ple
Channels
• Channels
are
mul.plying
• Companies
are
struggling
to
meet
this
expecta.on
- 8. ©
2013,
Genesys
Telecommunica.ons
Laboratories,
Inc.
All
rights
reserved.
8
Most
Consumers
Use
at
least
3
Channels
to
Engage
25% of consumers use
1 or 2 channels
52%of consumers use
3 or 4 channels
22% of consumers use
5 or more channels
3 channels 4 channels 5 or more channels1 channel 2 channels
N=8,000
74% use at least 3 channels
Source: Ovum
- 9. ©
2013,
Genesys
Telecommunica.ons
Laboratories,
Inc.
All
rights
reserved.
9
Customers
See
One
Conversa/on
• Customers
want
service
that
is…
•
Convenient
•
Context-‐based
•
Personal
• …regardless
of
channel,
throughout
their
en.re
conversa.on.
- 10. ©
2013,
Genesys
Telecommunica.ons
Laboratories,
Inc.
All
rights
reserved.
10
©
2013,
Genesys
Telecommunica.ons
Laboratories,
Inc.
All
rights
reserved.
10
S/ll
Managing
Channels
in
Silos
• Customers
leave
when
it
is
hard
to
do
business
• High
Costs
• Wasted
agent
.me
• Disconnected
solu.ons
- 11. ©
2013,
Genesys
Telecommunica.ons
Laboratories,
Inc.
All
rights
reserved.
11
How
can
you
manage
One
Conversa/on?
Web
Contact
Center
Mobile
In
Person
Social
Naviga.on
Talk
Chat
Ques.on
Verifica.on
Exper.se
Talk
Consulta.on
Tweet
- 12. ©
2013,
Genesys
Telecommunica.ons
Laboratories,
Inc.
All
rights
reserved.
12
Social
Customer
Service
vs
Social
Marke/ng
- 13. ©
2013,
Genesys
Telecommunica.ons
Laboratories,
Inc.
All
rights
reserved.
13
Genesys
Social
Engagement
Business
Analy.cs
and
Repor.ng
Enables
one
conversa.on
with
the
customer
A
full
featured
Social
Media
Management
Solu.on
Capture
Messages
and
Men.ons
Review
Content
and
Associate
Business
Rules
Distribute
to
the
Right
Resource
Handle
and
Respond
Using
any
Media
Type
- 14. ©
2013,
Genesys
Telecommunica.ons
Laboratories,
Inc.
All
rights
reserved.
14
Customer
Engagement
PlaLorm