How to get full CX value from your digital support channels Today’s customers have access to more communication channels than ever, but they don’t think of them as channels. From email to live chat to self-serve to bots, the CX landscape is overflowing with options – and with siloes.

A little about Comm100 Founded in 2009 in Vancouver, BC Award-winning digital customer engagement platform Live chat, Social Media, SMS, Ticketing, Knowledge Base, Bots, AI The most advanced, scalable, and secure live chat solution on the planet Serving Banking & Finance, Insurance, Healthcare, Technology, Manufacturing Global customer base

Now more than ever, your customers are online, on mobile, 24/7 The CX Digital Transformation Now more than ever, your customers are online, on mobile, 24/7 The winning brands are the ones that are accessible when and where the customer wants. The ones that listen. The ones that respond quickly, personally, genuinely. How customers are changing and how it’s affecting your business, validated by industry leaders/analysts/quotes, and the what the future will look like (AI, digital CX)

The CX Digital Transformation CX is not a department, or a technology, CX is a way of thinking. How customers are changing and how it’s affecting your business, validated by industry leaders/analysts/quotes, and the what the future will look like (AI, digital CX)

Salesforce.com 75% of consumers expect a consistent experience wherever they engage (e.g., website, social media, mobile, in person) Marketing week 15 years ago, the average consumer typically used two touch-points when buying an item and only 7% regularly used more than four. Today consumers use an average of almost six touch points, with 50% regularly using more than four How customers are changing and how it’s affecting your business, validated by industry leaders/analysts/quotes, and the what the future will look like (AI, digital CX)

Essential Digital CX Channels Knowledge Base Email Live Chat Social Media Messaging Bots and AI

1 Knowledge Base WHAT: Self-serve web-based support WHEN: Anytime, anywhere WHY: Speed, availability

2 Email WHAT: Ticketing WHEN: Anytime, anywhere WHY: More complex questions, longer resolution cycles

3 Live Chat WHAT: Web and mobile support WHEN: Real time WHY: Higher-capacity than phone Text, audio, video

4 Social Media WHAT: Emerging CX channel WHEN: Anytime, anywhere WHY: A new generation of customers

5 Messaging WHAT: Mobile-based support WHEN: Real-time and anytime WHY: Shorter, simpler cases, easy access

Key Considerations

Avoid the siloes Eliminate point solutions Train your agents 75% of organizations believe themselves to be customer-centric, but only 30% of consumers agree. CapGemini Report, June 2017 Eliminate point solutions Train your agents

Digital CX Must-Haves for the Long Run AI Analytics Security Reliability

Thank You! Jeff Epstein VP Product Marketing and Communications Jeff.epstein@comm100.com www.comm100.com