© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.
David EverettExecutive Director UK Sales and Strategic Alliances, EMEA
Jacada
Kristian PatefieldPre Sales Consultant
Jacada
Presenters:
Martin Hill WilsonFounder, Brainfood Consulting
© 2015 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.
‘UK Utilities Market’
© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.
How To Improve Your Customer Contact Experience
© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.
Cost to serveCustomer effortCompetitive bar
© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.
Between doing what you (the customer) want and what a brand wants you to do, who is going to win?
Typical Digital Aspirations
© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.
The aim of omni-channel design is an engagement experience that works in any given customer situation
A Definition
© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.
Separate Channel OwnersDigital v VoiceTeams across SitesIn-house v Partner
The Issue
© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.
“57% of all inbound calls came from customers unable to find what they needed on an organisation’s website”
Corporate Executive Board research
The Result
© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.
A Snapshot
© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.
A Design Framework
Channel Attributes
Customer JourneysDigital Profiles
© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.
A Design Framework
Channel Attributes
Customer JourneysDigital Profiles
© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.
Think digital competencerather than generation
The Journey To Digital
© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.
The ABC of Digital ProfilingP h a s e o n e
• Collect public domain research
Where are your customers on their personal digital journeys?
© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.
2012 2016UK Smartphone
Ownership 52% 81%
It’s A Mobile World
Global Mobile Consumer Survey 2016: UK Cut Deloitte
© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.
OFCOM The Communications Market Report 2015
2013 20144G Mobile
Subscriptions 2.7m 23.6m
It’s A Mobile World
© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.
Where Service Journeys Start Online
Parature UK State of Multicultural Customer Service Report 2015
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On A Choice Of Devices
© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.
P h a s e o n e
• Collect public domain research• Add own research to fill in the gaps
The ABC of Digital Profiling
© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.
P h a s e t w o
• Analyse by demographics & any other available metadata• Group customers by digital competency
• From ‘conservative’ to ‘progressive’
The ABC of Digital Profiling
© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.
P h a s e t h r e e
• Apply to your service strategy• Should we be investing in a mobile service app yet? • Is social customer service relevant to this segment?• Will enough customers be able to mobile stream ‘how to’ videos to
justify as pilot?
The ABC of Digital Profiling
© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.
A Design Framework
Channel Attributes
Customer JourneysDigital Profiles
© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.
Use Outside-in Thinking
© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.
Think Journeys Not Channels
© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.
Right Channel Mix Is Based On Understanding Customer Tasks
© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.
What Drives Channel Choice?
P r o b a b l y t h e m o s t i n f l u e n t i a l i s t h e t y p e o f t a s k
• Is it easy or complex to complete?• Does the customer feel expert or novice trying to deal with it?• What emotions are associated with the task?• How important is the task in terms of getting it done
fast/accurately/effortlessly?
© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.
Make It Easy To Move From Self Service To Live Assistance
© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.
A Design Framework
Channel Attributes
Customer JourneysDigital Profiles
© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.
Design Options
© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.
Visual IVR
© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.
Choose Your Service Choose Your Channel Choose Your Time
Customer experiences greater choice in the workflow
Visual IVR
TravelLine.com NationTrue.com
© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.
Priority = Consistency
Cross Functional VoC
© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.
Outcomes - Current Engagement Mix
© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.
Outcomes - Target Engagement Mix
© 2015 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.
Visual IVR Demonstration
© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.
Inbound Use Case Examples
Billing Explanations
Outage Reporting
Usage Information
Payments
Promotion Inquiries
Equipment Issues
Utilities Local OutageHigh Energy Bill Changes in Usage
© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.
Over 50% increase in self-serviceadoption
Over 12% increase in call deflection rate
Why Jacada Visual IVR – our solution’s track record!
Total savings in the millions £’s
98% customer satisfaction rate
Reduction of 1 to 4 minutes in time to serve customers
© 2016 Jacada, Inc. All rights reserved. Jacada Omnichannel Solutions are protected by US patents: #9,008,288 and #8,995,646.
Thank You
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