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© 2012 Forrester Research, Inc. Reproduction Prohibited 1 © 2009 Forrester Research, Inc. Reproduction Prohibited
The Future Of Customer Service A Forrester Perspective
Kate Leggett, Principal Analyst
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Ninety percent of customer
experience decision-makers tell
Forrester that a good customer
experience is critical to their
company’s success. Sixty-three
percent think the importance of
the customer experience has
risen.
© 2012 Forrester Research, Inc. Reproduction Prohibited 3 © 2012 Forrester Research, Inc. Reproduction Prohibited
Few companies deliver an outstanding customer experience
Source: April 24, 2012, “The State Of Customer Experience, 2012” Forrester report
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Good customer experiences are good for business
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Cost
Customer
satisfaction and
loyalty Revenue
Compliance
The customer service leader must balance the needs of his customers with the needs of his business
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Cost Customer
satisfaction and
loyalty Revenue
Compliance
The customer service leader must balance the needs of his customers with the needs of his business
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Consumers want quick answers to questions or will abandon
Source: January 23, 2012, “Understanding Customer Service Satisfaction To Inform Your 2012 eBusiness
Strategy” Forrester report
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Pay attention to the reach of negative opinions
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Cost
Customer
satisfaction and
loyalty Revenue
Compliance
The customer service leader must balance the needs of his customers with the needs of his business
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One solution is to move customer service to less expensive communication channels
Source: December 18, 2009, “It’s Time To Give Virtual Agents Another Look” Forrester report
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Customers want to engage using a variety of communication channels
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Realize that online channel usage mix has changed in the past two years
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Take a step back and think about the journey that customers expect to have with a company
© 2012 Forrester Research, Inc. Reproduction Prohibited 14 www..com
Most of the time this journey is fractured. Why?
© 2012 Forrester Research, Inc. Reproduction Prohibited 15 www.astutesolutions.com
Most companies are a mess of disconnected technology
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Companies are not investing in shoring up the foundations of good interactions
Source: “Contact Center Purchase Plans 2011” Forrester report
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The volume of social inquiries and comments overwhelm companies
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Companies offer more customer touchpoints than ever before
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What can you do to make it better?
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Three step prescription to move the needle on your customer service
Focus on the agent experience
Focus on the customer expectations
Choose the right enabling technology
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Realize that an improved agent experience leads to better customer satisfaction outcomes
“Complete the following statement in the way that best describes your ability to correlate an
improved agent experience to better customer satisfaction:
We can correlate a good agent experience to good customer satisfaction ratings...”
Source: A commissioned study conducted by Forrester Consulting on behalf of salesforce.com, July 2012
Base: 196 United States Customer Service decision-makers
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Empower agents with the right information to service your customers
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Make the agent desktop usable
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Invest in knowledge management
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Push the right contextual knowledge to the agent desktop
Source: October 20, 2010, “Take Control Of Your Content” Forrester report
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Predictive customer service
Anticipate customer
and company
needs.
Automate
decisions.
Get the work to the
right person system.
Guide the service
experience.
Interact across all channels.
Make feedback
actionable.
Empower agents with the right next action
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Customer facing trends
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Invest in customer communities
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Traditional feedback
– Direct survey of
interactions
Social listening
– Voice of the customer
feedback
– Sentiment analysis
Post-identified
and classified
Escalate to
service?
Create
service
record.
Direct
communication
to poster.
Resolve issue and
contact poster via
optimal channel
(traditional or social).
Escalate to
customer service.
Community management
Customer service management
Route to a
customer
service agent.
Track activity.
Respond to poster.
Leverage KB.
Respond to poster.
Track activity.
Leverage KB.
Embrace end-to-end customer feedback
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Deploy value-added mobile scenarios
© 2012 Forrester Research, Inc. Reproduction Prohibited 32 Source: October 27, 2011, “Contact Center Purchase Plans 2011” Forrester report
Keep your customers in the loop with proactive communications
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Enabling solutions
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What we know: customer service organizations struggle with technology costs, and integration complexity
“What challenges did you face during your technology implementations?" (Select all that apply)
Base: 196 United States Customer Service decision-makers
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Software-as-a-Service for customer service takes off
May 2011 “The SaaS Market Hits Mainstream: Adoption Highlights 2011”
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SaaS has a multitude of benefits
© 2012 Forrester Research, Inc. Reproduction Prohibited 37 July 2012 “The Forrester Wave™: CRM Suite Customer Service Solutions, Q3 2012”
Users move away from point solutions to suite solutions
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Focus on people, process and technology to move the needle on customer experience
© 2009 Forrester Research, Inc. Reproduction Prohibited
Thank you
Kate Leggett
+1 (650) 269-8658
Twitter: @kateleggett
Blog:http://blogs.forrester.com/ kate_leggett
www.forrester.com