Transcript Engagement Engine for WUG_2.25.2014

Pro-active Online Service
Proactive Engagement in the
Cloud
Josh Dodge
Client Success Specialist
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Copyright
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2012,Oracle
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and/orits
itsaffiliates.
affiliates.All
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rightsreserved.
reserved.
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Safe Harbor Statement
The following is intended to outline our general product direction. It
is intended for information purposes only, and may not be
incorporated into any contract. It is not a commitment to deliver any
material, code, or functionality, and should not be relied upon in
making purchasing decisions. The development, release, and timing
of any features or functionality described for Oracle’s products
remains at the sole discretion of Oracle.
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Agenda
 Why Proactive Engagement?
 Common Proactive Rules
 Why Oracle Engagement Engine?
 Customer ROI
 Q/A Discussion
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Why Proactive Engagement?
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BEHAVIORS
More Options
ISSUES
More Access
Expectations And Demands Are Rising
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Service Matters More than Price
Banks
Insurance providers
74%
68%
Retailers
Hotels
Credit card providers
Internet service providers
Airlines
Wireless service providers
TV service providers
PC manufacturers
87%
86%
Medical insurers
Investment firms
89%
58%
58%
85%
78%
84%
83%
72%
82%
75%
82%
73%
82%
75%
82%
72%
80%
73%
77%
66%
Base: US online consumers
Source: Forrester’s North American Technographics Q4 2008 Customer Experience Online Survey
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Good
customer
service
Low prices
Consumers Prefer Voice & Chat Channels
Source: Creating Channel Harmony Versus Channel Conflict
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Customer Engagement is a Balancing act
“85% of business leaders say that their
organization is placing an increased
importance on customer service…..1
•
Potential revenue loss for not
offering a positive, consistent,
customer experience is
20% of their annual revenue,
or $400M for a $2B firm 2
•
Customer Churn - 89% of
customers say they’ve switched
brands because of a poor customer
experience.2
… a majority of these same organization are
looking to increase customer satisfaction
with a limited or no increase in cost.”1
Top 3 Priorities:
o
Improve Cross Channel Ex
o Improve Online Support Ex
o Improve Online Purchase Ex
“Good service is hard to deliver
…the contact center technology
ecosystem has grown more
complex”3
1- Aberdeen Group CSO Summit report 2012
2- Oracle Survey: Global Insights on Succeeding in the Customer Experience Era 2013
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3. Navigate the Future of Customer Service, Forrester Research, Kate Leggitt, Jan 30 2012
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Reality Check: Channels Average Cost
 Conversion Rates
 Product Complexity
 First Contact Resolution
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Common Proactive Rules
Capturing the low hanging fruit!
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Priceline
 Invite after timeout on the page
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Chico’s
 Timeout on Page
 Detect wrong coupon or gift card
number
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Allstate
 Adapts engagement to error
codes
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Sony
 Engage with customers leaving
the cart
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Why Oracle Engagement Engine?
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Oracle Engagement Engine
Engagement Engine History
Increases
 The Engagement Engine is based on more
than 10 years of expertise in rules-based
deployments, use case validation and
product evolution through Oracle service and
sales solutions.
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Acquisition
Retention
Efficiency
Easy to Deploy
Example of JavaScript to be placed on any web page.
<script type='text/javascript'>window.ATGSvcs =
{'eeid': Account Id};</script>
<script type='text/javascript'
src='//static.atgsvcs.com/js/atgsvcs.js'></script>
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Easy to Configure
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Oracle Engagement Engine On Demand
Apply complex logic to customer engagement on the website
through a simple interface
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Oracle Engagement Engine Drives All Channels
Web
Engagement Engine Tag
Engagement Engine leveraging Recommendations Engine
Click
to
Chat
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Click
to
Call
Virtual
Assistant
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Knowledge
Surveys
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Custom & Third Party Engagements
Oracle Engagement Engine Added Benefits
Integrate any custom JS and web analytics to the events driven by the engine
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Customer ROI Highlights
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Retail
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20-40% conversion rate for Click to Chat sessions
20-30% increase in AOV for checkouts after a Click to Chat
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58% of online customers use Click to Chat before ordering
a product
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45% increase in AOV for Internet customers with Click to
Chat
3X conversion rates for Click to Chat users
•
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Telecommunications Providers
Customer
Oracle Benefits
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10%+ increase in online revenues with Click to Call
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Reduced customer attrition
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Chat agents handle more than 3 simultaneous chats
Average customer wait time less than 17 seconds
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Generates over 250,000 chats per month and successfully reduced
phone use
Realized substantial cost savings thanks to global deployment via
TeleTech and Convergys
•
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Travel & Leisures
Customer
Oracle Benefits
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•
•
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Achieved 30% Conversion Rates on Click to Call interactions, double the
conversion rate on 1-800 calls
Over 25% of users said the service “saved” them from clicking to
competitor
Drove 50X net revenue in additional reservations when compared to the
cost of the service
•
45% of customers who used click to call converted versus 25% on their
normal 800# calls. Extensive AB Testing demonstrated that Click to Call
did not cannibalize sales and represented incremental revenue uplift.
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80% of calls initiated with Click to Call converted into reservations
18% reduction in Web site abandonment
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Financial Services
Customer
Oracle Benefits
•
•
•
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37% reduction in abandonment
17% reduction in average handling times thanks to cross Live Context
(cross channel data passing)
82% of live help users claimed Live Help made it easier for them to get help,
information or customer service compared with other contact options (email,
telephone #)
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18% increase in call volumes for cross-sell and up-sell opportunities
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25.1% lift in conversion as a result of Click to Call
41.2 % increase in average order size
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Insurance
Customer
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Oracle Benefits
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•
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37% conversion rate increase for Live Help users
41% conversion rate for Click to Call users
28% conversion rate for Click to Chat users
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30% increase in inbound prospect inquiries with Click to Call
25% reduction in abandonment for Click to Call users
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25% conversion rate on Click to Call sessions
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Q/A and Discussion
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Thank You