1. Building Value

2. Building Value Group Exercise
“What data do we need to collect from “Lufthansa” to build and ROI calculation for their service deployment”
15 minutes

3. Building Value – Service Campaign
Volumes:
Website Visitors (unique)
Calls
Chats
E Mails
Productive Labour Hours (by channel)
Mobile App MAU*
Social Contacts
Offline Contacts
*Monthly active users
Percentile and £ Value:
FCR Rate (by channel/enquiry group)
Contact Per Hour (by channel)
Labour Rate (loaded)
Web / Mobile traffic %
C Sat / NPS
Incumbent Technology Cost
Average Handle Time (by channel)

4. Example
Service
ROI
Data
Collection
Sheet

5. Building Value – ROI Calculator

6. The Vision
Customers already prefer messaging

7. The Vision
Scale of immediate future

8. The Messaging Difference
A New Generation of Customer Care Professionals
Time back to consumer and CCP
A focus on relationships
Conversations last hours, with several short interactions
Asynchronous – message at your convenience
Over time, Messaging is more efficient than Voice and Chat
Remove the word concurrent
Taking away the dependency on the other party
Staffing peaks / troughs – definitely need the visual
Non interactive is not an issue – time spent wasted checking if someone is there
Waiting on the other person – strung out conversations, not efficient
Messaging is actually more efficient than chat, voice and – no dependency

9. Summary Projection Value Vision Value
Technically deliverable today, trusted and proven
Based on customer data, more robust and holds up to scrutiny
Moving customer from most expensive channel to more efficient channel
6 – 8 weeks
Vision Value
Technically deliverable today, LiveEngage only market ready scalable/secure solution with several customers live
Solution for where the customer is today but brands need to plan for it
Is proving to be several times more efficient than voice, e mail, social and chat

10. Value Assets Partner Portal Collection Data sheets
Competitor defence sheets
Value presentations
Your team of experts
ROI calculator – with PM or AE

11. Questions and Answers