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ALCATEL-LUCENT ENTERPRISE WELCOME TO THE NEW PC ERA

ALCATEL-LUCENT ENTERPRISE WELCOME TO THE NEW PC ERA. March 2013. When customers are engaging with your company this is a chance, an opportunity. Can you afford to miss it or are you ready to invest in superior customer service?. AGENDA. What makes a superior customer service superior?

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ALCATEL-LUCENT ENTERPRISE WELCOME TO THE NEW PC ERA

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  1. ALCATEL-LUCENT ENTERPRISEWELCOME TO THE NEW PC ERA March 2013

  2. When customers are engaging with your company this is a chance, an opportunity. Can you afford to miss it or are you ready to invest in superior customer service?

  3. AGENDA • What makes a superior customer service superior? • Match the customers’ style with their preferred channel • Never let a customer query unanswered • Adapt smoothly but swiftly • In the end this is all about the quality of experience • Conclusion

  4. 30% 5times 91% OF SOCIAL MEDIA USERS PREFER USING SOCIAL CARE OVER PHONE CUSTOMER SERVICE ATTRACTING NEW CUSTOMERS WILL COST YOUR COMPANY 5 TIMES MORE THAN KEEPING AN EXISTING CUSTOMER OF UNHAPPY CUSTOMERS WILL SIMPLY LEAVE AND NEVER COME BACK

  5. WHAT MAKES A SUPERIOR CUSTOMER SERVICE SUPERIOR? SPEAKS MY LANGUAGE MAKES ME FEEL IMPORTANT GOES BEYOND THE BORDERS UNDERSTANDS WHO I AM ANYTHING THAT LEADS TO CUSTOMER SATISFACTION ADAPTS TO ENVIRONMENTAL CHANGES NEVER LETS ME DOWN REMEMBERS ME HELPS ME FIND THE RIGHT PERSON TO SPEAK TO IS ALWAYS THERE FOR ME

  6. SOCIAL CAREINTERACTION MANAGEMENT SWIFTLY ADAPT TO INTERACTIONS ON SOCIAL NETWORKS

  7. MULTIMEDIA CUSTOMER CARE MANAGEMENT MATCH THE CUSTOMERS’ STYLE WITH THEIR PREFERRED CHANNEL

  8. CONVERSATIONS BEYOND BORDERS * CUSTOMERS CONTINUOUS CONVERSATION * AGENTS KNOWLEDGEWORKERS LET YOUR ENTIRE COMPANY ACT AS ONE *Available in OTCS soon

  9. NEVER LET A CUSTOMER QUERY GO UNANSWERED DIRECT CONTACT WITH THE PREFERRED ADVISOR … … OR THE NEXT BEST SUITED PERSON CREATE AN ORGANIZATION-WIDE DIRECT TOUCH STRATEGY

  10. BUSINESS PROCESSES INTEGRATION Interaction queue CRM(Siebel, SAP, in-house) … ERP,accounting, billing Routing logic Other INTEGRATE WITH YOUR ECOSYSTEM WORKFLOW TASKS FOR MAXIMIZED EFFICIENCY

  11. REAL-TIME MONITORING AND LIVE ADAPTATION FLEXIBILITY AND AGILITY IN STRATEGIES’ ADAPTATIONS

  12. NO COMPROMISEON PERFORMANCE END-TO-END MEDIA QUALITY CUSTOMERS EMPLOYEES APPLICATION FLUENT NETWORK OPTIMIZED APPLICATIONS PERFORMANCES END-TO-END QUALITY WITH OPTIMIZATION OF RESOURCES

  13. CONCLUSION GAIN OR RETAIN CUSTOMERS WITH NO COMPROMISE ON THE QUALITY OF EXPERIENCE THANKS TO A SET OF SOLUTIONS THAT MATCH CUSTOMERS’ STYLE, AND ADAPT TO CHANGES TO MAXIMIZE YOUR REVENUE

  14. FOLLOW US ON www.twitter.com/ALUEnterprise www.facebook.com/ALUEnterprise www.youtube.com/user/enterpriseALU www.linkedin.com - Group Alcatel-Lucent Enterprise www.slideshare.net/tagged/Enterprise www.storify.com/ALUEnterprise

  15. enterprise.alcatel-lucent.com

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