Webinar See Me, Serve Me: Video Chat With Customers Comes Of Age Art Schoeller, Vice President, Principal Analyst Customers Phil Karcher, Senior Analyst June 17, 2014. Call in at 12:55 p.m. Eastern time Service manager

We have entered the “age of the customer” 1900 1960 1990 2010 Age of manufacturing Mass manufacturing makes industrial powerhouses successful. Age of distribution Global connections and transportation systems make distribution key. Age of information Connected PCs and supply chains mean those that control information flow dominate. Age of the customer Empowered buyers demand a new level of customer obsession. Beyond Ford Boeing GE RCA Wal-Mart Toyota P&G UPS Amazon Google Comcast Capital One Macy’s Salesforce.com USAA Amazon Source: October 10, 2013, “Competitive Strategy In The Age Of The Customer” Forrester report

Customer experience is driving shareholder value Source: October 10, 2013, “Technology Management In The Age Of The Customer” Forrester report

Consumers use a wide range of communication channels Base: US online adults who have used any customer service method in the past 12 months; Source: North American Technographics® Customer Experience Online Survey, Q4 2012 (US); *Source: North American Technographics Customer Experience Online Survey, Q4 2009 (US) *US online adults who have used any customer service method in the past 12 months (multiple responses accepted)

Most companies are a mess of siloed applications 38% 44%

Staffing — do you hire multichannel-skilled agents? “In general, what is your contact center’s approach to having agents serve customers through multiple channels?” Base: 633 contact center decision-makers with 20+ employees and 50+ seat contact center; Source: Forrsights Networks And Telecommunications Survey, Q1 2013

There are different types of video chat endpoints Source: April 23, 2014, “See Me, Serve Me: Video Chat For Customer Service Starts To Take Hold” Forrester report

Video’s benefit is most apparent when demonstrating something Source: April 23, 2014, “See Me, Serve Me: Video Chat For Customer Service Starts To Take Hold” Forrester report

How video helps drive business outcomes Source: April 23, 2014, “See Me, Serve Me: Video Chat For Customer Service Starts To Take Hold” Forrester report

How Schuh uses video chat Source: April 23, 2014, “See Me, Serve Me: Video Chat For Customer Service Starts To Take Hold” Forrester report

WebRTC architecture for embedded communications in browsers Source: April 10, 2014, “What You Need To Know About WebRTC” Forrester report

Customer video chat vendors converge from many markets Source: April 23, 2014, “See Me, Serve Me: Video Chat For Customer Service Starts To Take Hold” Forrester report

Determine where video fits in your channel strategy Source: May 16, 2014, “Brief: Systems Of Engagement Take Center Stage” Forrester report

Skills-based routing by channel, contact type, or both? Sales Channels Service Use contact type and channel volumes to forecast occupancy. Source: Interactive Intelligence “Deriving Value From Skills-Based Routing” 2012

Working the entire human resource life cycle for multichannel-skilled agents Recruiting Testing Hiring Training Nesting Progression

Recommendations Consider the benefit to your channel strategy. Screen agents for video skills. Engage CXP design experts. Prioritize WebRTC. Pilot and collect data.

Selected Forrester research April 23, 2014, “See Me, Serve Me: Video Chat For Customer Service Starts To Take Hold” November 20, 2013, “Quick Take: Amazon’s Mayday Turns Customer Support Into Customer Experience” June 4, 2013, “Market Overview: Chat Solutions For Customer Service”

Art Schoeller aschoeller@forrester.com Phil Karcher pkarcher@forrester.com

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