CO-BROWSING Provide Customers With an Ultra-Personal Service Experience With Visual Sharing

Transcription

1 CO-BROWSING Provide Customers With an Ultra-Personal Service Experience With Visual Sharing Michelle Brusyo Sr. Product Manager

2 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.

3 Agenda The Business Case for Co-browsing with Customers The Oracle Co-browse Advantage Deep Dive: Customer Privacy & Security Q&A

4 Agenda The Business Case for Co-browsing with Customers The Oracle Co-browse Advantage Co-browse in Action Q&A

5 Online Customers Expect Efficient Service 82% 62% 83% report that the #1 factor that leads to a great customer service experience is quick issue resolution of global consumers switched service providers due to poor customer service experiences in 2013 of consumers need some kind of help during the purchase process Sources: 1) LivePerson: The Ideal Customer Experience, ) Accenture Global Consumer Pulse Survey, ) LivePerson: Connecting With Customers Report, 2013 Oracle Confidential Internal/Restricted/Highly Restricted 5

6 What is Co-browse Technology? Being on the same page Visual sharing Collaboration Oracle Confidential Internal/Restricted/Highly Restricted 6

7 Common Challenges Addressed by Co-browsing Complex customer activities Call/chat categories with longer-than-average handling time Varied customer demographics Upcoming changes to customer tools or services

8 Co-browse Technology E+R+A EFFICIENCY (LOWER EFFORT) RETENTION (STRENGTHEN RELATIONSHIPS) ACQUISITION (INCREASE REVENUE)

9 Increase First Call Resolution Improve accuracy of support by seeing exactly: What the customer is seeing What steps he is taking What errors he is getting and what he s doing that triggers the error Ensure complete resolution by solving the issue together with your customer EFFICIENCY (LOWER EFFORT)

10 Reduce Handling Time Shave off all the time spent articulating what is on the screen, what the customer did previously, what the customer should do next, etc. Understand issues faster Offer accurate assistance faster Solve language barrier challenges Help customers of all technical aptitudes EFFICIENCY (LOWER EFFORT)

11 Drive Self-Service Usage Beneficial when: Launching new tools Updating existing tools Specific customer segments having trouble with self- service tools White-glove service necessary for top tier customers who want more help to access tools EFFICIENCY (LOWER EFFORT)

12 Increase Customer Satisfaction Cobrowse is proven to enhance the customer service experience Customers appreciate being helped quickly, efficiently, and having their issue resolved completely the first time they call or chat RETENTION (STRENGTHEN RELATIONSHIPS)

13 Improve Agent Satisfaction Reduce frustration inherent in articulation of issues Consistent visibility into the customer experience on any device Agents appreciate being given tools to be more efficient and productive RETENTION (STRENGTHEN RELATIONSHIPS)

14 Gain Customer Loyalty Co-browsing creates a differentiated experience Many of our customers report that their own customers ask to co-browse when they contact an agent Customers know they can get help quickly and easily RETENTION (STRENGTHEN RELATIONSHIPS)

15 Assist With Process Improvements Maintain real-time visibility into the customer experience Take screen shots of issues for knowledge base, training, or bug fixes Invaluable tool for the customer-centric organization RETENTION (STRENGTHEN RELATIONSHIPS)

16 Increase ecommerce Sales Agents actively engaged in a co-shopping session can be well-trained to: Up-sell Cross-sell Encourage opt-in for future sales opportunities (join mailing list, Like on Facebook, etc.) ACQUISITION (INCREASE REVENUE)

17 Prevent Site Abandonment Proactive invitations to shop together drive customer engagement Actively engaged customers convert better Agents maintain ability to make offers or provide help to drive closed sales ACQUISITION (INCREASE REVENUE)

18 Agenda The Business Case for Co-browsing with Customers The Oracle Co-browse Advantage Co-browse in Action Q&A

19 The Evolution of Co-Browse Technology Simple Fast Secure Universal Oracle Confidential Internal/Restricted/Highly Restricted 19

20 The Oracle Co-browse Advantage Screen Sharing (Webex, GoToAssist, LogMeIn) HTML Co-browsing (Salesforce, egain) Hybrid (Only Oracle) Simple to Use Fast Secure Compatible

21 The Oracle Co-browse Advantage Simple Fast Secure Universal Does Not Require Executable, Java or Plug-ins Cycles through a series of technologies to launch Ensures best-case success rate Will not trigger malware warnings Oracle Confidential Internal/Restricted/Highly Restricted 21

22 The Oracle Co-browse Advantage Simple Fast Secure Universal One-Click Launch Supports best-practice approach to launch button placement Easy-to-customize UI with helpful customer messaging 6-digit numericsession codes formatted for easy reading/communicating Oracle Confidential Internal/Restricted/Highly Restricted 22

23 The Oracle Co-browse Advantage Simple Fast Secure Universal Instant Connection Launches first in HTML mode for <10 connection times No downloads, executables or plug-ins to slow down the process Best practice launch point placements ensure co-browse buttons are easy to find Oracle Confidential Internal/Restricted/Highly Restricted 23

24 The Oracle Co-browse Advantage Simple Fast Secure Universal Total Control Over What Agents Can See and Do Block or allow any combination of: Web domains Web pages Desktop applications Form fields Agent control options: View only View plus point with labeled pointer View plus control customer s pointer Mouse + keyboard control Oracle Confidential Internal/Restricted/Highly Restricted 24

25 The Oracle Co-browse Advantage Simple Fast Secure Universal Co-browse Any Specifically Chosen Digital Content Web domains (corporate, partner, third-party) Web pages / page ranges (corporate, partner, thirdparty) Desktop applications (e.g., PDF reader, browser settings, etc.) Oracle Confidential Internal/Restricted/Highly Restricted 25

26 The Oracle Co-browse Advantage Simple Fast Secure Universal Works With Any Rich Media Content Will not lose synchronization when co-browsing Flash, Silverlight, pop-ups, etc. TrueViewfeature adjusts agent view to account for differences in browser sizing and settings Oracle Confidential Internal/Restricted/Highly Restricted 26

27 The Oracle Co-browse Advantage Simple Fast Secure Universal Compatible With All Customer/Agent Environments Works on all popular operating systems Works on all popular web browsers Works on mobile devices and tablets using mobile browsers Can be added to a native ios application Oracle Confidential Internal/Restricted/Highly Restricted 27

28 Agenda The Business Case for Co-browsing with Customers The Oracle Co-browse Advantage Co-browse In Action Q&A

29 Health Insurance Example Co-Browse ID Number displays, with instructions for customer Oracle Confidential Internal/Restricted/Highly Restricted 29

30 Health Insurance Example Agent enters code to connect Connection is Established Oracle Confidential Internal/Restricted/Highly Restricted 30

31 Session Security Customer Agent Field Blocking Application Masking Oracle Confidential Internal/Restricted/Highly Restricted 31

32 GLOBAL FINANCIAL ORG IMPROVES CSAT Multi-National Financial Company with Over 60,000 Employees CHALLENGES Complex self-service portal Agents completing transactions for customers High frequency of calls related to specific self-service tools High transfer rates associated with these same calls A R E SOLUTIONS Deployed Oracle Co-Browse in a test phase with high value customer segments Expanded globally within 2 years with multi-language support RESULTS 10-point CSAT score lift 91% of customers said cobrowsing enhanced website experience Less agent and customer frustration Co-Browse allows us to have a more relevant conversation with the Card members.the result is a memorable interaction and a deeper level of Card member engagement to drive sales.

33 Agenda The Business Case for Co-browsing with Customers The Oracle Co-browse Advantage Co-browse In Action Q&A