Yonyx Interactive Guides for Customer Service

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Information about Yonyx Interactive Guides for Customer Service
Science-Technology

Published on February 19, 2014

Author: YonyxAuthor

Source: authorstream.com

PowerPoint Presentation: Why do customers call live agents when all the information is out there? What is missing? PowerPoint Presentation: E.g. Customer having a problem with an Internet Service Symptom: Internet Connection Speed is Slow PowerPoint Presentation: No one wants to read long-winded web-pages, While skipping over sections not relevant to you… You may conclude the entire article is not relevant Search for alternate articles causes too many matches … Simpler to pick up the phone and have someone guide you... PowerPoint Presentation: Incremental information with follow-on question. Next guidance step is based on customer response. Agent take charge of the interaction! Customer describes the symptom Customer is attentive! Only information relevant to Customer is shared. Welcome to ISP Wonders. How can I help you? My Internet is slow! I can help you with that. How do you see the slowness? I see frequent request timeouts! Oh … Tell me about your router. Is it a wireless router? Yes, it is. Try a wired connection with your router. Does that resolve the issue? Not, it did not. Let us boot the router in safe mode. Do you need help with that? Yes, please. I’ll walk you through that … Did this resolve the issue? Agent Guided Interactive (GI) Service PowerPoint Presentation: Agent GI Service Benefits Relaxed Customer – Agent leading, Customer following. Attentive Customer – Responding to Agent Questions. Easy for Customer – Information provided incrementally. Relevant to Customer – Only relevant information shared. PowerPoint Presentation: Interactive Guidance What is missing? PowerPoint Presentation: Cost Inconsistent Quality Customer Hold Time 24 x 7 Service Proportional to # of Agents needed Due to training & staff attrition How long do I have to wait on the phone? Customers expect this – but hard to deliver! Delivering Interactive Guidance via Live Support PowerPoint Presentation: Significant cost reduction – viz Live support Consistent, scalable high quality support 24 x 7 easy access for customers Agents focus on solving new problems 60% - 90% of Support is Repetitive - KCS What if you could deliver Interactive Guidance via Self Service? PowerPoint Presentation: Yonyx – Interactive Guided Customer Service PowerPoint Presentation: Customer describes the symptom Welcome to ISP Wonders. How can I help you? My Internet is slow! I can help you with that. How do you see the slowness? I see frequent request timeouts! Oh … Tell me about your router. Is it a wireless router? Yes, it is. Try a wired connection with your router. Does that resolve the issue? Not, it did not. Let us boot the router in safe mode. Do you need help with that? Yes, please. I’ll walk you through that … Did this resolve the issue? Interactive Guidance via Live Support PowerPoint Presentation: Step1 : Customer Context Identify call drivers – reasons / symptoms why customers call your support desk frequently. eCommerce Company What can I help you with? Order placement issues Order fulfillment & delivery issues Order cancellation & refund issues Product Return related issues Policies & Promotion related queries Password & Personal information changes I want to know if you carry this product. PowerPoint Presentation: Step2 : Identify Subject Matter Experts (SMEs) in your organizations to create Author Guided Interactive (AGI) Agents – each one called a Yonyx . Joe Joe Tom Tom Sally PowerPoint Presentation: Step3 : Create a Yonyx for each Call driver PowerPoint Presentation: List of Symptoms that have been Yonyxified by Client’s Subject Matter Experts. Customer chooses the Symptom they need help with to start interaction. Step4 : Publishing Yonices on Client Portal PowerPoint Presentation: Demo Multi—Author Collaboration: Multi—Author Collaboration Primary Author Secondary1 Author Secondary2 Author PowerPoint Presentation: Security & Access Controls Anonymous Access: Customer accesses Client Portal Anonymous Access Client Portal Yonyx Customer Customer clicks Yonyx link. Anonymously transferred to Yonyx A unique Incident is tracked for each traversal Anyone with the link to a Yonyx can traverse it. Customer may book-mark a Yonyx & access it later. Analytics provide insights into cumulative traversals of all Customers. Individual Incident traversal reports included with Analytics. Invited Users Only …: Invited Users Invited Users Only … Client Portal Yonyx Internal Users User clicks Yonyx link. Required to login to Yonyx using clientname.com email address. Named Incident is tracked for each traversal User may book-mark a Yonyx & access it later. Requires clientname.com email address to access. Analytics provide insights into cumulative traversals of all Customers. Named Incident traversal reports included with Analytics. SAML2.0 Single Sign-On Access: Client Portal authenticates Customer SAML2.0 Single Sign-On Access Client Portal Identity Provider Yonyx Service Provider Customer Customer clicks Yonyx link. SAML2.0 message contains Customer Identity If Customer is already registered user of Yonyx, he is auto-logged in. If Customer is not, a ghost-account is created for the Customer and he is auto-logged in. Analytics provide insights into cumulative traversals of all Customers. Named Incident traversal reports included with Analytics. If Customer book-marks a Yonyx and attempts to access it from the browser later, he/she is shown the Client Portal login page. Few Launch points = Info Compression: Yonyx Catalog Customer1 Yonices … Customer2 Few Launch points = Info Compression What can I help you with? Password & Connectivity issues Speed or Performance issues Modem hardware issues Monthly usage and billing issues Upgrading router firmware issues IP address conflict related issues Specific website connectivity issues PowerPoint Presentation: Cumulative & Individual Incident Analytics G Start G G G G G S S S S G G G G S G G G G G G G G G G G G G Customer Traversal Activity Provides Valuable Insights Start Guided Broadband Support Catalog Password & Connectivity issues Speed or Performance issues Modem hardware issues Monthly usage and billing issues Upgrading router firmware issues IP address conflict related issues Specific website connectivity issues +1 +1 +1 +1 +1 +1 +1 +1 +1 +1 +1 C: My Internet connection speed is slow. A: Sorry to hear that. Can you tell me what are you observing? C: I see frequent request timeouts when I ping my router. A: Is it a wireless router? C: Yes it is. A: Have you tried a direct-connection with the router? C: Yes, I did. No difference. A: Have you booted in “safe mode for networking”? C: Yes, I did. No difference. A: Have you connected directly to the broadband modem? Using Cumulative Traversal Analytics to Improve: Using Cumulative Traversal Analytics to Improve T E Start G G G G G G G G G G G G G G G G G G Escalation Thank You Using Cumulative Traversal Analytics to Improve: E T Traverse paths contributing the most visitors to the Escalation Node (s). Revisit the guidance, language, media used in these steps to improve. Monitor. Start S S S S S S S S S S S S S S S S S S Escalation Thank You 55 5 10 30 100 60 62 125 135 Using Cumulative Traversal Analytics to Improve AGI Front End to CRM: Customer1 Customer2 Customer3 Customer4 Help Desk Cases Handled Cases Escalated AGI Front End to CRM PowerPoint Presentation: Multi-Relational Directed Graph Activity dashboard User administration Yonyx configurations Template setup Access controls Social media Single Sign On Enterprise Application Integration AUTHORING & ANALYTICS HTML Editor Images & Video Map view Flow editor Footstep analysis User pathways Contextual feedback Interactive Interface History of path traversed Full-text search – hop Context based comments forum (Optional) Sharing with friends Benefits: Benefits Cut Costs 24 x 7 Support Easy to access & traverse for customers Scalable Model Higher Quality Support Deep Insights PowerPoint Presentation: Questions? sales@yonyx.com

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