presents
onStage Proactive Engagement manage the right customer in the right moment
WHY IMPROVE CUSTOMER CARE CUSTOMER SATISFACTION
WHY INCREASE SALE
WHY LEVERAGE TECHNOLOGY ON CIC
HOW IMPROVE WWW WEB SITE CHANNEL
HOW IMPROVE WWW WEB SITE CHANNEL MONITORING CUSTOMER ON THE WEB
HOW ENGAGE MONITORING WWW CUSTOMER ON THE WEB
PROACTIVE ENGAGEMENT Informations from navigation and link Time spent on some pages of the web site Customer Master Data Form Filling
HOW WORKS link Form filling CALL APP BACK CHAT Push JiD SMS Time spent Master Data Form filling CUSTOMER NAVIGATION SERVER LEVERAGE ON CIC
CONTACT CENTER OPERATOR HOW WORKS CUSTOMER NAVIGATION SERVER LEVERAGE ON CIC Time spent link Master Data CALL BACK Form filling APP Push SMS JiD CHAT CONTACT CENTER OPERATOR
INFRASTRUCTURE Admin Console Entry points / Template sets Business Rules Monitors Reporting (personalized)
INFRASTRUCTURE Agent Console Unified console for chats and non-chat interactions (leverage ININ client) Multi channel case management URLs, Quick responses & Bookmarks dropdowns New callback / chat / alert indicator ransfer / Monitoring Send alert, message and campaign banner
Information on customer status OSPE features Customer web page view Information about monitored web page Other information provided by web navigation, (n°products; basket value) Information from forms fulfilling Web navigation results for reporting Agent actions towards customer Scrolling Zoom
INFRASTRUCTURE Customer Console Popup and Continuity mode Basic and Advanced mode of web collaboration Configurable attributes for Login screen Separator between typing area & transcript Agent typing indicator WorksEverywhere™ Technology Control Appearance
DEMO e-commerce web site
Customer goes on website, visit pages and click on “Contact us”
Agent click on oSPE page and monitors customer web sessions
Request for live chat appears Customer inserts information in Contact Us form with wrong email address Request for live chat appears john smith?mail.com
Customer inserts information in Live Chat request and click on chat john smith@mail.com Live chat starts prompting welcome message john smith?mail.com
A request for chat is assigned to agent john smith?mail.com A request for chat is assigned to agent Agent click on contact Agent picks up chat request
Agent click on responses Agent select a predefined message Agent sends predefined message
Customer receives a predefined message Customer asks for info about a product I search for a bLack tie
Agent fills in the search box on customer screen black tie
Customer ‘s search box remotely filled in by agent black tie black tie
Agent suggests the customer the right way to fill the email field black tie Agent through console uses arrows to highlight some web page session
Customer reads search results Customer receives information about fulfilling correctly the Contact us form Customer reads search results black tie
Agent redirects customer web pages black tie
Agent sends a banner ads chosing ads through drill down window black tie Banner ads 1
Agent send a call back request black tie Customer receive recall form
Thank you www.bizmatica.com