1.Interactive eBook from NuanceEnhancing Customer CareThrough a Multi-Channel ApproachLearn how smart automation delivers an effortlesscustomer experience and builds loyalty.Make sure to download and save the file to your computer to access all the interactive features.2002-2011 Nuance Communications, Inc. All rights reserved.

2. Interactive eBook from Nuance Table of Contents How Important is CSAT Really?. . . . . . . . . . . . . . . . . . . 3 Just Solve My Problem Please . . . . . . . . . . . . . . . . . . . . 4 The Overlooked Metric: Customer Effort . . . . . . . . . . . . . 5 Good Self-Service Wins Loyalty . . . . . . . . . . . . . . . . . . . 6 Connecting the Care Silos: Its Not Magic . . . . . . . . . . . . 7 Delivering Smarter Automated Customer Care . . . . . . . . 8For Financial Services. . . . . . . . . . . . . . . . . . . . . . . . 9For Healthcare Insurance . . . . . . . . . . . . . . . . . . . . . 10For Utilities . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 11For Travel & Hospitality. . . . . . . . . . . . . . . . . . . . . . 12 Nuance Complete Care. . . . . . . . . . . . . . . . . . . . . . . . 13 Get Interactive: This eBook contains embedded interactive resources like audio Financial Services ScotiaBankInsurance UtilitiesTravel & Hospitality and Flash files. Please make sure Flash AppointmentPayment Reminder Claims StatusFlight Cancellation Case Study Reminder Call SampleCall Sample Call Sample Call Sample your computer speakers are set to stereo mode.2002-2011 Nuance Communications, Inc. All rights reserved. 2 3. Interactive eBook from NuanceHow Important is Customer Satisfaction Really?Most companies at one time or another haveattempted to assess their customer satisfactionlevel. If you Google methods for measuringcustomer satisfaction, youll get nearly 4 millionresults. There are almost 80,000 books on thetopic. The term customer satisfaction wasmentioned in online media outlets over 13,000times in 2010. (Thats up from 5,000 mentions in2009 and 4,000 in 2008.)Its clear that customer satisfaction is an importanttopicand an important metric in contact centers.It helps guide actions, improvements andinvestments.But, have you ever stopped to think about howsatisfaction truly impacts the bottom line? Is asatisfied customer truly a loyal customer?2002-2011 Nuance Communications, Inc. All rights reserved.3 4. Interactive eBook from NuanceJust Solve My Problem PleaseConventional wisdom holds that to increase loyalty, companies must Loyalty Drivers*delight customers by exceeding service expectations. But recentQualityresearch debunks the myth. In fact, the truth of the matter is far less Selectionextremecustomers simply want their problem to be solved. CustomerServiceWhen consumers make a buying decision, there are many things they Productconsider and customer service is typically an equal consideration. We buy Brandfrom companies whose brand we like and whose products we admire.But we leave a company most often because that company failed todeliver on customer service expectations. The consumer impulse to Disloyalty Drivers*punish bad service outweighs the reward for delightful service.BrandProductCustomer SelectionSo how can you deliver on customer expectations and earn their loyalty? Service QualityA large-scale study of contact center and self-service interactions byHarvard Business Review finds that what customers really want (butrarely get) is simply a satisfactory solution to their service issue. Thestudy shows that when it comes to service, companies create loyal Get Interactive:customers primarily by helping them solve their problems quickly andWant a free copy of this report? Click here.heres the keyeffortlessly.* Stop Trying to Delight YourCustomers Matthew Dixon,Karen Freeman, and NicholasToman (August 2010).2002-2011 Nuance Communications, Inc. All rights reserved. 4 5. Interactive eBook from NuanceThe Overlooked Metric: Customer EffortHow much effort did the customer have to expend? Whatsthe likelihood theyll be successful? Customer efforttheease at which a customer can obtain serviceis anoften overlooked measure of loyalty.The take away for the contact center? Focus on reducingthe effort customers must make. Doing so increases thelikelihood that they will return to your company, increasethe amount they spend and speak positively (and notnegatively) about youin other words, that theyll becomemore loyal.For agents to meet customers expectations they shouldanticipate and head off the need for follow-up calls,address the emotional side of interactions, minimize theneed for customers to switch service channels, listen to and learn from disgruntled customers and focus on problemsolving, not speed.And when it comes to self-service and automated interactions, you should take the same approach.2002-2011 Nuance Communications, Inc. All rights reserved. 5 6. Interactive eBook from NuanceGood Self-Service Wins LoyaltyYour IVR may be one of the key enablers of a multi-channelmobile world. From simple self-service tasks such as PINreset to more complex transactions, IVR as we know it todaywill provide more than a front door to agents. IVR may be thefix to ease the headaches associated with so many newincoming messages from disparate channels.According to the Harvard Business Review study, companiesbelieve that their customers vastly prefer live agentassistance over self-service. But the authors data showsthat customers are actually statistically indifferent about this.Arguably self-service is more efficient. It gives consumers afeeling of control. It points to our infatuation with gadgetryand electronic communication, the authors suggest. Andthey also suggest it might be that customers are shifting to self-service because they dont want a relationship withcompanies. Sure, they want their issues fixed, their problems resolved, but thats it.While this secular trend could be explained away as just a change in consumers channel preferences, skeptics mightargue that customers never wanted the kind of relationship that companies have always hoped for, and that self-servicenow allows customers the out theyve been looking for all along.So how do you go about creating a self-service experience that is exceptional and effortless?2002-2011 Nuance Communications, Inc. All rights reserved. 6 7. Interactive eBook from NuanceConnecting the Care Silos: Its Not MagicPerhaps the biggest driver to delivering an effortless self-service experience to customers is the ability to solve theirproblem in the channel they want at the time they want to use it.Think about it. Over the course of a relationship with a businessa bank, a credit card company, a pharmacy, airline ora utility companyconsumers frequently have to contend with disparate experiences and uncoordinated treatment. Theinbound and outbound experiences are branded differently, use different terminology and dont appear to be aware ofeach other. Leaving customers confused and spending more time on the phone trying to manage their accounts and theirproblems.Customers need (and want) interactive, intuitive, natural customer ecause its often deployed Bservice systems, multi-channel communication (mobile, Web, voice, separately, many enterprises social media) and personalized service. Every interaction see outbound IVR as ais a way to strengthen your relationship with the customer.solution in and of itself; a betterperspective would be to visualizeSo whats a contact center to do? What if you could combineproactive communications as athose experiences into a single cohesive experience. Inbound withcomponent of an overall customerservice solution. After all, outbound IVR outbound. Outbound with mobile. Mobile with email. Email withultimately affects inbound IVR as manyinbound.interactive outbound applications routecallers into inbound systems.Sound like magic? Its not. The Emergence of Proactive Communicationsin Customer Service, Ovum 20102002-2011 Nuance Communications, Inc. All rights reserved. 7 8. Interactive eBook from NuanceDelivering Smarter Automated Customer CareThe customer has many regular contacts with theenterprise. Some are initiated by the consumer. Example 1: Would you like to pay using the checking account on file?Others are initiated by the business at theSwitch tocustomers prior request. Each interaction andOutbound:Inbound: Paymentfollow up interaction presents an opportunityreminderBill paymentapplicationto retune, re-personalize and revalidate thecommunication strategy with this customer.Example 2: Would you like to sign up for automatic bill payments?Winning self-service solutions increase the value Generatesof every customer contact by integrating inbound Inbound: Outbound:IVR interactions with multi communicationsBill pay call Opt-in up-sell tothereby engaging customers with smarterconfirmation ofauto billauto bill payautomated conversations.Example 3: Would you please take our satisfaction survey?Whether on premise or on demand, NuanceComplete Care solutions increase the value ofOutbound:Outbound:every customer contact by integrating traditionallyThanks! Thank youSatisfactionsiloed inbound and outbound interactions to survey calltext message with couponsolve more customer problems with fewercalls.2002-2011 Nuance Communications, Inc. All rights reserved. 8 9. Interactive eBook from Nuance Get Interactive:Smarter Automated Customer Care: Hear what a paymentFinancial Services reminder could sound like with Nuance Complete Consider the automated interactions around payments. For example, if a customer Care. Please make sure youris making a late payment using the inbound IVR, the Complete Care solution computer speakers are set to suggests a payment reminder for the following billing cycle. The customer could stereo mode. schedule the reminder as an email, a text message or even a phone call. And,the reminders are integrated with your IVR. So when your customer receives ascheduled reminder call, they could be offered the option to pay by phone right BEFOREthen and there, Would you like to pay using your checking account on file? Complete Care DOUBLE CLICK TO PLAYComplete Care applications for Financial Services could include:Payment Management AFTER Integrated InboundOutbound Payment Application Complete CareDOUBLE CLICK Multi-Channel Payment ReminderTO PLAY Channel-Preferred Payment ConfirmationAccount Balance Management See how Scotiabank Integrated InboundOutbound Account Balance Application makes customer Multi-Channel Account Balance TriggersAlerts service effortless with Customer Preference Subscription ManagerCLICK TO PLAYpersonalized, pro- Fraud Prevention Management active notifications. Integrated InboundOutbound Fraud Application Multi-Channel Fraud Prevention Alerts Voice Authentication VerificationTransaction Disputes Management Integrated InboundOutbound Transaction Disputes Application Multi-Channel Dispute Status Notification2002-2011 Nuance Communications, Inc. All rights reserved.9 10. Interactive eBook from Nuance Get Interactive:Smarter Automated Customer Care: Hear what a claim statusHealthcare Insurance could sound like with Nuance Complete Care.Consider the automated interactions around claim status. For example, if a Please make sure yourmember inquires about a claim using the inbound IVR, the Complete Care solution computer speakers are set to suggests an outbound claim status notification when the status has changed, using stereo mode. the members communication preferences. Or, after calling with a claims statusnotification, include the extra step to ask for the additional information required tocontinue processing their claim: Your claim application is being carefully reviewed. BEFOREHowever, we need to get your medical records for the past year. Complete Care DOUBLE CLICK TO PLAYComplete Care applications for Healthcare Insurance could include:Claims Management AFTER Integrated InboundOutbound Claims Application Complete CareDOUBLE CLICK Multi-Channel Claims Status NotificationTO PLAY Customer Satisfaction SurveyWellness Management Integrated InboundOutbound Wellness Program Application Multi-Channel Wellness Program TriggersAlerts Customer Preference Subscription ManagerPrescription Management Integrated InboundOutbound Prescription Refill Application Multi-Channel Prescription Refill Reminder Voice AuthenticationVerificationPharmacy Up-Sell Management Integrated InboundOutbound Prescription Application Integrated Up-Sell Capability Multi-Channel Promotions Notifications2002-2011 Nuance Communications, Inc. All rights reserved. 10 11. Interactive eBook from Nuance Get Interactive:Smarter Automated Customer Care: Hear what an appointmentUtilities reminder could sound like with Nuance Complete Consider the automated interactions around a smart meter appointment reminder. Care. Please make sure yourFor example, the Complete Care solution could send an outbound appointment computer speakers are set to reminder and give the customer the option to either confirm the appointment or stereo mode. reschedule via the Inbound IVR. Once the appointment has been completed, thecustomer receives an email with information about accessing billing and energy AFTERusage via the Web, and is also sent a customer satisfaction survey via email or a Complete Carephone call.DOUBLE CLICKTO PLAYComplete Care applications for Utilities could include:Payment Management Integrated InboundOutbound Payment Application Multi-Channel Payment Reminder Channel-Preferred Payment ConfirmationDynamic Pricing Management Integrated InboundOutbound Energy Usage Application Multi-Channel Time of Use RateFAQs Notifications Subscription Manager for Customer Channel Preference ManagementAppointment Management Integrated InboundOutbound Appointment Reminder Application Multi-Channel Appointment Reminders Subscription Manager for Customer Channel Preference ManagementOutage Management Integrated InboundOutbound Outage Application QueueSmart for Customer Callback Multi-Channel Outage Status Notification2002-2011 Nuance Communications, Inc. All rights reserved.11 12. Interactive eBook from Nuance Get Interactive:Smarter Automated Customer Care: Hear what a flight cancellationTravelHospitality could sound like with Nuance Complete Care. Please make Consider the automated interactions around a flight cancellation. For example, sure your computer speakersafter initiating an outbound flight cancellation alert, the solution can offer the caller are set to stereo mode.options to rebook their flight: We understand this is an inconvenience to youand apologize. Let me offer you a few options to get you on another flight.Complete Care applications for Travel and Hospitality could include: BEFOREFlight Cancellation Management Complete Care DOUBLE CLICK TO PLAY Integrated InboundOutbound Flight Reservation Application Multi-Channel Flight Cancellation Alert Channel-Preferred Flight Status Notification AFTERBaggage Claim Management Complete CareDOUBLE CLICK Integrated InboundOutbound Baggage Claim ApplicationTO PLAY Multi-Channel Lost Baggage Status Notification Customer Satisfaction SurveyTravelers Programs Management Integrated InboundOutbound Reservation Application Multi-Channel Targeted Up-Sell Services, e.g. flight or room upgrade Customer Preference Subscription ManagerReservation Management Integrated InboundOutbound Reservation Application Multi-Channel Reservation Confirmation QueueSmart Application to manage call backs during long queue times2002-2011 Nuance Communications, Inc. All rights reserved.12 13. Interactive eBook from NuanceNuance Complete CareDont just notify callersengage them with smarter automatedconversations.Nuance Complete Care can help you: istorically, many companies haveHtaken a siloed approach to servicingEngage customers with smarter automated conversations.their customersthe customer caredepartment was responsible for inbound Save customers time by offering them logical choices relevantcalls while marketing might be responsible to their initial interaction, whether you called them or theyfor proactive notifications, for example called you.today customers are pushing these sameolve more customer problems with fewer calls. Deflect Scompanies to be smarter with how they inbound calls by continuing outbound conversations to includeprovide service. Consumers are expecting additional automated transactions. more personalized communications,euse your inbound IVR investments. Avoid redundant Rwhether its via landline or a mobile phone costs by taking advantage of existing backend and CTIcall, email, SMS or other communications integrations through integration to the right place in yourvehicles. With multi-channel communica- inbound IVR applications.tions solutions enterprises are betterequipped to provide consistent andpersonalized interactions across a varietyof customer touchpoints. Drew Kraus, Vice President of Gartner2002-2011 Nuance Communications, Inc. All rights reserved.13 14. Interactive eBook from NuanceLearn More Email: CustomerExperienceExperts@nuance.comAbout NuanceVisit: www.nuance.com Over 11 billion calls per year automated on premise and on demandDownload More Resources:44% of Fortune 100 are Nuance Complete Care for Financial Services data sheet customers Complete Care for Healthcare Insurance data sheetOver 8,000 speech deployments; support for 60+ languages Complete Care for Utilities data sheet 1,200 professional services experts Complete Care for TravelHospitality data sheet 250 million mobile devicesNuance is in the business of helping companiesbetter support, communicate with and understandtheir customers while maintaining operationalefficiency goals. Nuance currently supports over11 billion care interactions around the world.No other company has as much experience asNuance in understanding how customers interfacewith a care operation. Our vision is to make everycustomer interaction a winning experience. Formore information about our customer interactionsolutions, business consulting and professionalservices, please visit www.nuance.com/care.2011 Nuance Communications, Inc. All rights reserved. Nuance, the Nuance logo, The experience speaksfor itself, and SpeakFreely are trademarks and/or registered trademarks of Nuance Communications, Inc.,and/or its subsidiaries in the United States and/or other countries. All other trademarks are the properties oftheir respective owners.eBook060111NUCC11232002-2011 Nuance Communications, Inc. All rights reserved.14