La Experiencia del Cliente: cumpliendo con la promesa de la marca

Customer Service Experience EMPOWERING PEOPLE. POWERING BRANDS.

Santiago Ontañon Director Comercial, Cuentas Estratégicas 5 de Diciembre, 2012

* Harris Interactive, 2009 Customer Experience Impact Report

stop doing business with an

organization after one bad experience.*

86%

#1 Reason to recommend a company: Outstanding Service

(not price or product quality).*

Are You Delivering Reliable Experiences?

Providing consistent Service Quality,

across Multiple Channels of Support,

that maximizes Agent Productivity,

while lowering Operational Costs?

Achieve Sustainable Growth & Profit Customer Experience Value Equation: CX=A+R+E

Drive Conversion Rate

Increase Average Order Value

Improve Service Quality & Reliability

Improve Multi-Channel Support

Drive Loyalty & Advocacy

Improve Self-Service

Increase Productivity

Decrease Cost of Operations

RETENTION (MONETIZE RELATIONSHIPS)

ACQUISITION (INCREASE SALES)

EFFICIENCY (LEVERAGE INVESTMENTS)

Generate More Opportunities

The Brand Promise Throughout the Lifecycle

•  Customers move through a closed-loop, continuous lifecycle

•  Your brand promise happens throughout the customers lifecycle

•  The moments that matter most to your customers is when your brand promise is realized

Provide Channel Choice, Any Where

•  Enable engagement where the customer needs or wants to interact

•  Empower customers to help themselves on any channel

•  Enable seamless conversations between channels

•  Capture the interactions across all the channels

•  Be consistent across all channels

STORE

DIRECT SALES

CONTACT CENTER

FIELD SERVICE

WEB

MOBILE

SOCIAL

KIOSKS

Offer Service Choice, on Any Device

Self Service •  FAQs •  Documents •  Guided Answers •  Virtual Assistant •  Search & Browse

Assisted Service §  Click–To-Call §  Click-To-Call Back §  Click-To-Chat §  Co-Browse §  Proactive Chat

Social Service §  Communities §  Facebook Sites §  Social Monitoring §  Social Knowledge §  Collaboration

Comparison Site* Order Online Order Online

Changing Behaviors Are Driving More Complexity

Web

Contact Center

In-Store

Kiosk

Mobile

Email

Social

Web Search

Ask Facebook Friends For Recommendations*

Visit Retail Store

Chat

Email Order Confirm w/Rec

Pickup Local Store

Tweet About Purchase Experience* Read Reviews*

Ask for Help on Community Chat Room

Product Info

Change Order

Select Product

Browse Catalog

Need / Research Select Purchase Maintain /Recommend Receive / Use

Receive Call For Extension of Warranty Direct Sales

* Brand doesn’t have control of experience

Powering Great Customer Service Experiences Delivering Exceptional Results

Gartner Inc. “Magic Quadrant for CRM Customer Service Contact Centers” Michael Maoz, April 15, 2012 *3

Magic Quadrant for Social CRM

Magic Quadrant for Web Customer Service

Gartner Inc. “Magic Quadrant for CRM Web Customer Service” Johan Jacobs, September 19, 2011 *3

“Vendors that can demonstrate a strategy of providing support for all these areas (contact center, Web, analytics and social CRM) will be best-positioned to lead the market.” – Michael Maoz, Gartner

Magic Quadrant for Customer Service Contact Centers

Gartner Inc. “Magic Quadrant for Social CRM” Adam Sarner, Ed Thompson, Nikos Drakos, Chris Fletcher, Jeffrey Mann, Michael Maoz. July 25, 2011 *1

Best CX Solution

The RightNow CX Cloud Service Improving Cross Channel Customer Experiences

Unifying cross channel experiences to strengthen

customer relationships, improve resolution rates,

and increase sales

The Oracle RightNow CX Cloud Service combines Web, Social & Contact Center experiences, for a unified cross-channel service solution in the Cloud

© 2011 Oracle Corporation – Proprietary and Confidential

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Oracle RightNow CX Service Cloud Mission Critical Cloud Delivery

Reducing the operational costs of security,

compliance, infrastructure, and administration without

sacrificing control

RightNow Cloud provides transparent reliability, unmatched security, and total Cloud freedom for Mission Critical Customer Experience delivery

“No other vendors are doing anything close to what RightNow is offering in its CSA”. - Ken Harris, CIO / SVP of Shaklee

RightNow (Virtual CIO)

Transparent Cloud Management •  Monitor per channel, Incidents, License Capacity,

Service Levels, Change Mgt…

Flexible Cloud Delivery •  Flexible licensing and usage •  Fixed price multi-year contract •  Flexible upgrade schedule

Unmatched Cloud Compliance •  DIACAP, NIST, HIPAA, FISMA… •  Segregation of data at the DB level •  PCI Certified Cloud •  Government Cloud •  Government Cloud for DoD


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Oracle RightNow Web

•  Oracle RightNow Web Self-Service

•  Oracle RightNow Intent Guide

•  Oracle RightNow Guided Assistance

•  Oracle RightNow Email Management

•  Oracle RightNow Chat

•  Oracle RightNow Co-Browse

•  Oracle RightNow Mobile

Web


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Deliver Knowledge At The Point of Need

Enables visitors to find answers online from any device. The self-learning knowledge base improves with every customer interaction and provides deep and valuable insight into every customer or trend. Reduce abandonment. Lower support costs. Increase efficiencies.

Oracle RightNow Web Self Service

RightNow has completely transformed the way Overstock interacts with customers by enabling us to understand and resolve issues with the least amount of time and effort.

Stormy Simon Senior Vice President, O.co ”

Capability Benefit

Patented, self-learning knowledge management system

Increase Self-Service Rate & decrease Cost per Resolution

Syndicate content and functionality to anywhere your customers need help

Increase Availability & Accessibility of Service

Quickly incorporate widgets, videos and other elements while easily customizing for brand

Increase Relevance of Interactions & Decrease Abandon Rate

Partner ecosystem provides language translation and web design expertise and services Increase Accessibility of Service & Usability

Web Experience and Answer Content Tune-Up Checklists and Best Practice Guides Improve Service Level & Accessibility

“


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One Solution, One Experience, Any Device Oracle RightNow Mobile

Increase brand loyalty and multi-channel support by making self service and engagement options accessible and available.

Capability Benefit

Enable customers to search for help, view answers, rate answers, and see related questions Improve Accessibility of Service

Delivers a web chat designed for mobile interfaces Increase Customer Satisfaction

Allows customers to submit an email query from their smartphones

Improve Resolution Rate & Average Speed to Answer

Helps customers find the right answers with mobile-optimized Guided Assistance Improve Accessibility of Service

Best practice guides for designing and implementing mobile experiences Decrease Development Costs

We’ve loaded college application information, program overviews, course requirements, and even their advisor’s name into the RightNow system which allows students to access the information from any mobile device.

Michele Moskos, Director, Texas Tech University

”

“


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Oracle RightNow Social

Social •  Oracle RightNow Social Monitor

•  Oracle RightNow Support Community

•  Oracle RightNow Innovation Community

•  Oracle RightNow Self Service for Facebook


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Strengthen Customer Relationships Oracle RightNow Cloud Monitor & Smart Sense Participate in the conversation and know when to listen, contribute or

re-direct interactions with proactive notification. Increase customer advocacy and retention by elevating your connection to customers.

As a growing company we quickly realized we need to do more to help our customers. Leveraging RightNow CX improved our customer satisfaction and productivity, plus it saved us a lot of money.

Tish Whitcraft Senior Vice President, Myspace ”

Capability Benefit

Automatically detect potentially unhappy customers and can prioritize their posts for immediate follow-up Increase Customer Satisfaction

Identify customers based upon previous interactions with your organization, and establish their social influence Improve Customer Segmentation

Recognize modifiers and negatives in all supported languages as well as some emoticons and acronyms Increase Referral Rate

Take cross channel actionable next steps such as incident creation Decrease Cost of Operation

“


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Extend Your Customer Reach Oracle RightNow Self Service for Facebook

Extends great customer experience to your Facebook presence. Your customers can find answers, ask questions of their peers, submit product ideas, and even initiate incidents directly from your Facebook page.

After an extensive search, RightNow was the only provider to give us the flexibility we needed to support all of our different audiences. Jan Poston Day, Sr. Director, Blackboard

“ ”

Capability Benefit Question-and-answer pairs for a crowd-sourced knowledge base Increase Answer Relevancy

Reputation engine to reward customer participation and expertise Increase Customer Satisfaction

Robust moderation tools to help facilitate healthy conversation Improve Service Levels

Maintain a single view of customer interactions across channels, including Facebook Increase Relevance of Interactions

SmartSense technology to flag and queue potentially sensitive or abusive post

Improve Insights & Customer Satisfaction Rates


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Oracle RightNow Contact Center

•  Oracle RightNow Dynamic Agent Desktop •  Oracle RightNow CX and Fusion Sales

•  Oracle RightNow Scripting & Workflow

•  Oracle RightNow Add-Ins & Custom Objects

•  Oracle RightNow Agent Desktop CTI Media Bar

•  Oracle RightNow Multi- Channel Solution

•  Oracle RightNow App Builder Connect

Contact Center


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Empower Agents To For Service Quality Oracle RightNow Dynamic Agent Desktop Drives retention with fast, accurate, and consistent information across

all channels. Your agent interactions are consolidated on a single agent desktop with unified enterprise systems.

RightNow’s contextual workspaces help us train new agents and improve agent productivity, enforcing consistent responses around the globe as well as delivering personalized user experiences across brands.

Claudia Lowman General Manager, RealNetworks

“

”

Capability Benefit

Centralized management of all customer interaction channels

Improve Customer Satisfaction & increase Resolution Rate across channels

Desktop Workflow automates business process for speed and accuracy Increase Contact Volume

Agent Scripting ensures that customers experience consistent interactions Increase Customer Satisfaction

Guided Assistance applies a repeatable and predictable approach to complex issue resolution Improve First Contact Resolution

Contextual Workspaces fits the tool to the task Reduce Average Handle Time


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Oracle RightNow Engage

•  Oracle RightNow Analytics

•  Oracle RightNow Outreach

•  Oracle RightNow Customer Feedback

•  Oracle RightNow Knowledge

Engage


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Resolve Inquires Faster Oracle RightNow Knowledge Foundation Reduce cost and effort. Resolve inquires faster, increasing Agent and

Customer productivity and satisfaction by presenting relevant and consistent knowledge across all channels of interactions.

Capability Benefit Patented AI technology suggests answers to customer’s inquiries Improve Customer Effort Score

Self-learning technology and social knowledge learning captures collaborative interactions in the community and keeps content ever-green

Lowers Administration & Maintenance Costs

Guided troubleshoot decision trees provide consistent handling of complex customer issues Improve First Contact Resolution

The KCS Verification from the Consortium for Service Innovation enables additional advantages for knowledge workflow optimization

Reduce Maintenance Costs

Support 33 Languages and leverage additional translations services through SDL Language Weaver Reduce Development Costs

Oracle RightNow is a powerful solution for capturing company and product knowledge and delivering it to customers when and how they need it. As a result, we’ve been able to achieve high levels of customer satisfaction while keeping our contact center costs under tight control.

Roy van Keulen GM of Support, TomTom

“

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La Experiencia del Cliente: cumpliendo con la promesa de la marca

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