Consumers are now more connected and more demanding than ever before. As highlighted in this presentation, 86% of surveyed consumers reported that they would be more satisfied if offered their channel of preference and half would move to a competitor that did offer their preferred channel. Meanwhile, brands increasingly realize the importance of engaging with consumers not only through 800 numbers but also through social, mobile, email, chat and self-service channels. However, the increasing complexity of dealing with so many customers across so many channels has presented brands with a wide variety of new obstacles. In this presentation you will learn about the key challenges organizations face when attempting offer multichannel customer care.

1. Why Brands Struggle to Care
for the Connected Consumer
Richard Dumas
Director, Product & Solution Marketing

2. Your customers are connected
They want to engage through
their favorite channel

3. According to studies by the
International Customer Management Institute
2014 Report: “The Normalization of Social Customer Service
2013 Report: “Extreme Engagement in the Multichannel Contact Center”

4. Consumers reported…

5. Would be
more satisfied
if offered their
channel of
preference
%

6. Half would
move to a
competitor
if offered their
channel of
preference

7. Have used
Facebook
for Customer
Service%

8. Have used
Twitter for
Customer
Service
%

9. Businesses reported…

10. Of businesses
think social is
a necessary
service
channel
%

11. Social customer care is critical

12. Thought
mobile
customer
care would be
a competitive
differentiator
%

13. Considered
mobile to be
a necessary
channel for
customer care
%

14. 81%
thought
self-service
was a
competitive
differentiator

15. Multichannel is here today

16. But there are challenges with most
multichannel solutions

17. #1. Agents are overwhelmed
 The sheer volume of incoming requests, especially from social posts and
email can overload agent queues and result in slow response times.

18. #2. Can’t determine what requires a response
 Many requests come from spam or other non-actionable traffic. Agents
often have trouble filtering out items that don’t require a response.

19. #3. Can’t determine customer value, influence
or sentiment
 Many organizations face challenges when trying to understand how much
social influence an author has or if the author is a highly valued existing
customer. They may also want to prioritize responses based on whether
the author is angry or dissatisfied but are unable to do so without manual
review.

20. #4. Lack of effective multichannel agent tooling
 Agents often have trouble understanding the complete context of
conversations across multiple channels. They are often not sure who
responded to what which can lead to agents stepping on each other toes.

21. #5. Can’t automatically route to the right agent
 Many businesses lack the ability to automatically identify and route
requests to the right agent. They then lack the ability to provide the agent
with a company approved response that can be used to respond
effectively.

22. #6. Difficulty monitoring & coaching across
channels
 One of the most important needs in any contact center is an efficient team
of agents. In a multichannel environment, supervisors often struggle with
monitoring and coaching agents as they interact with customers across
multiple channels.

23. #7. Lack of cross channel reporting and
analytics
 Contact centers have a highly evolved process for managing service levels
for phone-based interactions. Most want to extend these practices to new
engagement channels but struggle due to lack proper reporting and
analytics.

24. Now there’s a better, smarter solution

25. Five9 Summer Release 2014
The Simply Smart Cloud Contact Center

26. Learn More
Attend the announcement webinar on
June 18th for live demos
Register Now